A milestone week at Avaya Engage Phoenix
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A milestone week at Avaya Engage Phoenix

Recapping an exciting few days in Phoenix, complete with a new product launch

Last week, over 3,000 technology and contact center professionals from around the world descended upon Phoenix, Arizona for Avaya’s annual user conference, Engage. The conference featured four exciting days of keynotes, major announcements, and over 150 educational breakout sessions. As a strategic partner and gold sponsor, Afiniti had the opportunity to meet and network with attendees in numerous ways.

Shortly after the conference kicked off on Super Bowl Sunday, Tim Hager and Shalima Bhalla hosted a breakout session on how to measure the value of artificial intelligence in the contact center. Over 50 audience members asked thought-provoking questions, listened to case studies, and learned valuable tips for what to look for in an AI product.

The next morning, Global Head of Partnerships Michel Portenier offered a few words at IAUG’s International Breakfast, designed to welcome and celebrate attendees who had traveled many miles to be there. Later that afternoon, VP Ben Evans and Avaya’s Paul Lang held an informative breakout session about taking AI mainstream.

Behind the scenes, momentum was building for the big day – February 4. After hinting at the announcement, Afiniti was proud to unveil its new product, Avaya AI Routing with Afiniti AiRo, in tandem with Avaya.

AiRo Anthony 3.jpeg

What is AiRo and why does it matter? AiRo (short for “AI routing”) brings the power of AI-driven behavioral pairing technology to businesses with smaller contact centers for the first time. In fact, AiRo expanded our joint addressable market with Avaya by 4 million agent seats on Avaya CC Elite, an increase of almost 300%.

AiRo features an interactive dashboard that allows clients to select, preview, and deploy AI models that optimize metrics of their choice. Those who stopped by the Avaya booth were able to see product demos, and our new video suite highlights its capabilities. In sum, AiRo makes our powerful AI solutions available to SMBs, enabling exponentially more enterprises to improve the quality of their customer touchpoints and interactions...

In addition to the product announcement, we were thrilled to welcome Jessie Burgess, CIO of G6 Hospitality, as a keynote speaker that same afternoon.

Jessie explained the company’s recent transformational journey to incorporate new technology that aligned with their key business objectives, with the goal of better serving guests and optimizing operations.

Jessie also spoke to the tangible results G6 had seen as a result of working with Afiniti since 2018, including a 4% uptick in annual reservations, equating to 17,000 additional bookings. But it was about more than revenue, Jessie emphasized, citing the importance of improving customer and team member satisfaction at the same time.

The day came to a close with a celebratory gathering at Little Rituals. We brought together our close partners at Avaya, clients, colleagues and friends for craft cocktails and inspiring conversations. After months of working closely to bring the new product to market and coordinate the conference, we couldn’t have asked for a better culmination.

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