Afiniti and Genesys have been partners for 10+ years, working closely to improve customer experiences across the world. In late 2021, the two companies announced an extended partnership to develop a native integration between Afiniti’s Enterprise Behavioral Pairing (EBP) technology and Genesys’s Multicloud CX platform.
Every year, Genesys orchestrates more than 70 billion positive customer experiences for organizations in 100+ countries. Through their platforms, organizations have the power to deliver proactive, predictive, and personalized experiences. This deepens customer connection across every marketing, sales, and service moment, and via any channel of the customer’s choosing.
The partnership improves on existing enterprise integrations between Genesys and Afiniti, allowing EBP to be deployed instantly and seamlessly. This allows Genesys Multicloud CX clients to deploy Afiniti’s pairing technology even more seamlessly on-premise, or cloud-based, to determine the right fit between a customer and an agent. It also allows organizations to easily coordinate and leverage their own data sources, select which metrics to optimize for, precisely measure the revenue, cost, and customer satisfaction benefits of EBP, all within Genesys Multicloud CX.
The improved Genesys-Afiniti partnership helps large enterprises facilitate conversations that optimize the customer experience, earn incremental revenue, and positively impact sales, marketing, and customer experience with efficient personalization to a customers’ unique needs.
Afiniti is a proud member of Genesys Strategic Alliances, an ecosystem of partners through which product integrations and integrated customer experiences are enabled.