This strategic partnership will bring Afiniti’s outcome-driven AI technology directly to NiCE CXone Mpower, enabling businesses to improve customer retention, sales conversion, and revenue growth without any agent retraining or disruption to existing routing strategies.
Afiniti’s AI analyzes rich contextual and behavioral data in real-time to match each customer with the best agent to achieve desired business outcomes. Seamlessly layered into the CXone Mpower workflow, Afiniti enhances NiCE’s native capabilities by adding a proven optimization engine that delivers measurable improvements.
“Working with NiCE expands access to Afiniti’s real-time AI optimization through one of the industry’s most trusted CX platforms.” Brendan McCarthy, Senior Vice President, Affinity, Partnerships & Alliances. “Together, we are helping businesses complement and enhance their existing CXone Mpower deployments while extracting more value from every customer interaction, including improved retention, increased efficiency and increased revenue.”
“Afiniti offers differentiated AI pairing capabilities that enhance the innovation available to customers through the CXexchange Marketplace.” Dan Belanger, President, NiCE Americas. “By integrating Afiniti’s proven optimization engine with CXone Mpower, we will enable businesses to deliver smarter, more personalized customer journeys that maximize both satisfaction and business outcomes.”
Through NiCE Seller Central and CXone Mpower’s global commercial team, the partnership will also feature joint marketing initiatives, joint sales opportunities and solution enablement to help organizations across industries realize the combined value of NiCE and Afiniti together.
Afiniti’s patented AI pairing solution is now available on the NiCE CXexchange marketplace. Click here to view the list.
About NiCE
NiCE (NASDAQ: NICE) is transforming the world with AI that puts people first. Our purpose-built AI-powered platform automates engagement in proactive, safe, and intelligent actions, empowering individuals and organizations to innovate and act from conversation to resolution. Trusted by organizations in more than 150 countries around the world, NiCE’s platform is widely adopted across industries to connect people, systems, and workflows to work smarter at scale, improving performance across your organization and delivering proven, measurable results.
About affinity
Afiniti unlocks hidden value across your contact center to increase revenue, improve retention, and increase lifetime value. Founded in 2006, Afiniti’s patented AI optimization technology accurately predicts how environmental adjustments, such as which agents a customer speaks with, consistently lead to improved business outcomes. Trusted by global companies in telecommunications, financial services, healthcare and more, Affinity delivers results like never before.
View source version on businesswire.com. https://www.businesswire.com/news/home/20251203703570/ja/
nice
Corporate media contact
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
affinity
media contact
info@afiniti.com
Source: Affinity Inc.
