Bringing Behavioral Pairing to the AWS Cloud

Bringing Behavioral Pairing to the AWS Cloud

The Afiniti Partnerships team and I are excited to officially announce our collaboration with Amazon Web Services (AWS).

Afiniti is now integrated with Amazon Connect and has joined the AWS Partner Network (APN) of leading technology vendors.

Integrating our Behavioral Pairing solution into Amazon Connect environments ensures that clients can add an AI layer to their cloud contact center platforms in mere minutes. It also means that Amazon Connect clients can now derive measurable, incremental value from their contact centers by optimizing customer-agent pairings. For many companies, this translates to markedly increased customer satisfaction and millions in revenue.

Afiniti has a long history of successfully deploying its technology both on premises and on the cloud, and we recognized the value of becoming an expert in AWS cloud deployments. Cloud contact center platforms have become increasingly sought after in recent years as scalable, affordable alternatives to on premises solutions. Last year, Gartner predicted that contact center as a service (CCaaS) will be adopted by 50% of contact centers, up from 10% in 2019.*

The global pandemic has likely only further accelerated the migration to cloud as ease and consistency of connectivity are paramount to remote interactions. In these unprecedented times, I am proud to take part in expanding the availability of our Behavioral Pairing solutions to better interactions for more people around the world.

This week’s announcement marks the start of a long-term collaboration with AWS, and we are proud to continue developing Afiniti’s strong ecosystem of telephony partners to create further value in human interactions, both in and out of the contact center.

Michel Portenier is the EVP and Global Head of Partnerships at Afiniti.

*Source: Magic Quadrant for Contact Center as a Service, North America. Drew Kraus, Steve Blood, Simon Harrison, 15 October 2019.