At Afiniti we are committed to harnessing the power of AI for good by upholding our environmental, social, and governance responsibilities. By integrating ESG principles into our AI-driven innovation and into our operations, we strive to create value for our customers while also contributing to a more sustainable and equitable world.
Who We Are
Afiniti is an AI native company and the global leader in outcome orchestration, where we bring simplicity, transparency, and measurable results to complex contact centers.
The Contact Center Experts
For 20 years, we’ve applied AI where it matters most—inside real customer interactions—to drive measurable outcomes like higher revenue, stronger retention, and better experiences. Our patented optimization technology learns from millions of live interactions to make smarter decisions across routing, agent pairings, and AI agents.
With over $2.5B in verified incremental value created, the world’s leading contact centers, of every size and from every platform, trust Afiniti to unlock the value already inside their ecosystem—no rip and replace required.
What We Do
Outcome Orchestration for the Contact Center
Most AI initiatives struggle to deliver value because decisions are made in silos—across tools, rules, and teams. Afiniti solves this with outcome orchestration: a single intelligence layer that aligns data, decisioning, and execution to drive measurable results.
Built to complement your ecosystem—not replace it—Afiniti works with your existing platforms and partners, scaling from mid-market teams to the world’s largest enterprises.
01
Afiniti Pairing
Afiniti Pairing orchestrates how customers and agents are matched in real time using AI-driven decisioning. By learning from historical interactions and outcomes, Pairing helps enterprises improve the moments that matter most across inbound, outbound, digital, and blended environments.
02
Afiniti Agents
Contact centers today are under pressure to automate — but many AI agents quickly hit a ceiling in results causing outcomes to stall and customer frustration to grow. Afiniti Agents automates customer interactions across voice and chat with human-like, empathetic conversations while staying focused on what matters most: outcomes.
03
Afiniti Orchestrator
Managing SLAs and business rules is slow, fragmented, and manual—leading to inefficiency, breaches, and lost revenue. Afiniti Orchestrator uses AI to manage your routing rules and logic dynamically, reacting to evolving situations as well as user initiated problem solving in natural language.
04
Afiniti Intelligence
Contact centers rely on fragmented data and ad-hoc analysis, slowing decisions and eroding trust. Afiniti Intelligence is an intelligence platform that lets anyone, from analyst to CEO, query data, run simulations, and uncover trends in natural language. It unifies intelligence across systems to drive faster, fairer, and more outcome-driven decisions.
Why Afiniti
Organizations choose Afiniti because our results are measurable, validated, and scalable.
20 Years
Of Working in Complex Environments
$2.5B
Of Incremental Value Delivered to Date
1.4B
Calls Optimized
to Date
~500+
Patents
Worldwide
- Real-time transparency through analytics and control group validation
- Integration across major CCaaS, CRM, and telephony systems
- A unified platform that strengthens existing investments
We commit to outcomes, and we prove them.
OUR PROMISE
We believe AI should be transparent, trusted, and measurable.
Responsible AI
Responsible AI is embedded into every part of our technology. Our approach includes focus on transparency, accountability, measurable performance, and human-centered design.
Rather than relying on assumptions about how AI behaves, we show the decisions it makes, the data behind them, and the outcomes they generate. This ensures enterprises always have visibility into how Afiniti’s systems operate and the value they create.
Innovation at Afiniti
Inspiring Innovation, Empowering People
Our Ways of Working
We work in ways that reflect our values.
We are relentless in driving for excellence
We innovate with facts and data
We see everything through the eyes of our clients
We are a global community
We hold ourselves accountable for what we commit
We act with intention
We are kind and assume good
We celebrate excellence
We confront hard conversations and ask difficult questions
Our Leadership
Jerome Kapelus
Chief Executive Officer
Chris Karp
Chief Growth Officer
Corey McCaffrey
SVP, General Counsel
Dileepan Narayanan
Chief Product and Technology Officer
Fakhar Ejaz
Head of People
Mehmet Solak
Chief Delivery & Information Officer
Stephanie Stokes
Business Performance & Transformation Lead
Wesley Fink
Chief Financial Officer
Careers at Afiniti
We believe exceptional people create exceptional outcomes. Join us to help shape the future of measurable AI.
Contact Us
If you are exploring ways to improve conversion, retention, or customer experience at scale, our team can help you identify where measurable value can be unlocked using your existing systems.