With the right technology, a forward-thinking IT manager can help their business bring in hundreds of millions in extra revenue every year. How? By rethinking the role of the contact center.
That was my takeaway from a recent meeting with Afiniti, a company using its patented, award-winning artificial intelligence (AI) to pair customers with the contact center agent with whom they’re most likely to connect.
While other contact pairing applications exist, none of them match Afiniti’s ability to get a customer talking to the agent best suited to deliver happy customers who stay longer and spend more while also balancing agent call volumes.
