Afiniti today launched three new products on its unified AI platform that will make it easier than ever for enterprise contact centers to optimally manage support issues and protect customer lifetime value. New Afiniti Agents, Afiniti Orchestrator, and Afiniti Intelligence now join Afiniti Pairing under one architecture, giving contact centers a single system accountable for whether customers stay, spend more, and come back.
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Afiniti’s unified AI decisioning platform for enterprise contact centers.
The Contact Center Is a Retention Battlefield. Most Brands Aren’t Set Up to Win.
Customer acquisition has never been more expensive. The brands that win the next decade will win on retention and loyalty built through everyday interactions. The contact center is where that battle is fought, and for most brands, it is where value is quietly lost.
The problem is structural. Workforce management handles staffing, routing engines manage queues, CRM systems store customer history, and IVRs control the front door, but no single system determines whether the right customer reaches the right person, through the right channel, at the right moment. In a 300-agent contact center, that gap between insight and action can cost up to $35,000 per hour.
“Every business leader understands the cost of a broken contact center experience: a misrouted call, a frustrated customer, or a high-value relationship lost because the right intervention never happened,” said Jerome Kapelus, CEO of Afiniti. “Afiniti was built to close that gap by helping enterprises make smarter decisions to turn the contact center into a growth driver.”
One Platform. Four Products. A Flywheel That Never Stops.
While most vendors focus on one part of the contact center, Afiniti is designed to optimize the entire customer experience and business outcomes.
Afiniti Intelligence connects data across the enterprise to create a unified view of performance, showing where customer value is being lost and where incremental value is being left on the table. It dynamically simulates changes and predicts who is at risk for churn. When risk or opportunity is identified, Afiniti Orchestrator acts in real time to coordinate routing, staffing, and channel decisions across the existing technology stack to drive the right opportunities to the right people and outcomes.
Within each interaction, Afiniti Agents help resolve complex customer needs and seamlessly escalate to human agents when necessary, preserving full context during handoff. Afiniti Pairing then connects customers to the specific agent most likely to deliver the best outcome using behavioral science backed by $2.5 billion in control-group-validated results.
Every interaction feeds back into the platform, continuously improving decision-making over time.
Proven at Scale
Virgin Media O2 CEO Lutz Schüler credited the Afiniti partnership as a competitive advantage in reshaping customer experience across telecommunications. AT&T has similarly relied on Afiniti to drive outcomes at scale. All four products deploy on top of existing contact center infrastructure with no migration required. For more information, visit www.afiniti.com.
“We’re constantly sharing data to improve the algorithms, figure out which pairings work better, and repeat those as much as possible,” said Jenifer Robertson, Executive VP & General Manager, AT&T Mass Media.
“Data is an absolute revolution for our industry. Either we use it the right way, or we lose the customer relationship. As simple as that,” said Lutz Schüler, CEO of Virgin Media O2.
About Afiniti
Afiniti is the AI decisioning layer for enterprise contact centers. For more than two decades, the company has helped the world’s largest brands turn customer interactions into measurable business outcomes, deploying on top of any existing stack without disruption. The proof is in the results: $2.5 billion in verified incremental value created for customers, with every dollar validated against a live control group.
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