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Description
Enhance pairing through the identification of patterns. Our innovative AI empowers organizations worldwide to uncover nuanced and significant behavioral trends, allowing them to pair their workforce more effectively with clients. Afiniti Enterprise Behavioral Pairing™ identifies and anticipates interpersonal behavior patterns to ensure the best matches between customers and agents. Backed by more than 150 patents, Afiniti's technology analyzes various data sources and publicly accessible information linked to customer identities to uncover successful interaction patterns, which are then utilized in real-time to boost health outcomes, increase business profitability, and elevate customer satisfaction levels. This cutting-edge approach revolutionizes the way enterprises interact with their clients, fostering stronger relationships and driving sustained growth.
Description
The dynamics of dialogues within contact centers are undergoing a significant transformation. As digital technology becomes more prevalent, the conversations handled through voice channels are increasingly intricate and serious, necessitating a personal touch. In these critical moments, customer loyalty hinges on the authentic connections established during emotionally charged exchanges. Nonetheless, many organizations face challenges in effectively training their phone representatives—whether they are on-site, working remotely, or part of a Business Process Outsourcing (BPO) firm—on the essential soft skills that are crucial for achieving customer satisfaction. Furthermore, there is often a deficiency in key behavioral insights that can facilitate enhancements and illuminate the effects of each customer interaction. To address this gap, Cogito provides an artificial intelligence-driven coaching platform aimed at enhancing the emotional intelligence of phone representatives, ultimately leading to more meaningful interactions with customers. This innovative approach not only supports the development of essential skills but also enables organizations to foster a more empathetic customer service environment.
API Access
Has API
API Access
Has API
Integrations
Amazon Connect
Amazon Web Services (AWS)
AmplifAI
Avaya Aura
Five9
Genesys Cloud CX
Locally AI
Salesforce
Integrations
Amazon Connect
Amazon Web Services (AWS)
AmplifAI
Avaya Aura
Five9
Genesys Cloud CX
Locally AI
Salesforce
Pricing Details
No price information available.
Free Trial
Free Version
Pricing Details
No price information available.
Free Trial
Free Version
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Deployment
Web-Based
On-Premises
iPhone App
iPad App
Android App
Windows
Mac
Linux
Chromebook
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Customer Support
Business Hours
Live Rep (24/7)
Online Support
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Types of Training
Training Docs
Webinars
Live Training (Online)
In Person
Vendor Details
Company Name
Afiniti
Founded
2005
Country
United States
Website
afiniti.com
Vendor Details
Company Name
Cogito Corp
Founded
2007
Country
United States
Website
cogitocorp.com
Product Features
Artificial Intelligence
Chatbot
For Healthcare
For Sales
For eCommerce
Image Recognition
Machine Learning
Multi-Language
Natural Language Processing
Predictive Analytics
Process/Workflow Automation
Rules-Based Automation
Virtual Personal Assistant (VPA)
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning
Product Features
Workforce Optimization (WFO)
Interaction Analytics
Liability Recording
Performance Management
Quality Management
Real-time Guidance
Reporting
Speech Analytics
Surveying
Workforce Management
eLearning