Afiniti

Afiniti sells artificial intelligence and analytics software to contact centres. Its core idea is to learn from past interactions and match each customer with the agent most likely to produce a good result. The firm describes its approach as outcome orchestration and says it has worked in this field for twenty years.

What Afiniti offers

• Afiniti Pairing — real-time matching of customers and agents across inbound, outbound and digital channels.
• Afiniti Agents — AI agents that handle voice and chat conversations.
• Afiniti Orchestrator — AI that manages routing rules and service-level logic, driven by natural language requests.
• Afiniti Intelligence — analysis of contact centre data to support decisions.

Who it works with

Large enterprises running contact centres, including in telecoms, media, insurance, financial services, hospitality and healthcare. It says its tools work alongside existing platforms without replacing them.

Key facts

• Experience: About twenty years in contact centres
• Method: Control-group validation of results