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Afiniti

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Company Research Report: Afiniti



Company Overview



Name: Afiniti

Mission: Afiniti aims to transform customer experience by removing skills or rules-based systems, personalizing customer experiences, and empowering partner platforms to become predictive systems using artificial intelligence.

Founded: 2006

Founders: No specific information on founders.

Key People:
  • Hassan Afzal: Chief Executive Officer

  • Thomas Inskip: President

  • Orlando Hampton: Chief Customer Officer

  • Mike Myshrall: Chief Financial Officer

  • Caroline O’Brien: Chief Data Officer

  • Sam Logan: Chief Legal Officer

  • Eleni Theodosiou: SVP, Corporate Development and Investor Relations

  • John Birrer: Chief Administrative Officer


Headquarters: Washington, DC

Number of Employees: No information is available.

Revenue: Impact on enterprises reported as $2.24 billion annually (measurable client impact).

Company Specialization: Afiniti is recognized for pioneering customer experience artificial intelligence (CX AI), which personalizes customer interactions to improve business outcomes, particularly in industries like healthcare, telecommunications, insurance, and banking.

Products



eXperienceAI


  • Description: Afiniti's eXperienceAI is an AI solution designed for real-time optimization of customer interactions, enhancing the quality and outcome of engagements.

  • Key Features:

  • Dynamic decision-making for optimal resource allocation in customer interactions.

  • Real-time AI-driven optimization of customer journey decisions.

  • Integration with existing enterprise contact ecosystems.

  • Automatic adaptation to ensure ongoing value.


Afiniti Inside


  • Description: This suite offers CX AI infrastructure to enable strategic partners to build advanced customer engagement platforms.

  • Key Features:

  • Composable CX AI services.

  • Accelerated migrations and innovations with minimal disruption.

  • Extensive routing features with enhanced sustainability.


Recent Developments



  • New Products/Features:

  • Unveiling eXperienceAI: Announced at Avaya ENGAGE 2024 for advanced customer engagement.


  • Partnerships:

  • New Partnership with Türk Telekom as announced in July 2024.


  • Awards and Recognition:

  • Bronze Stevie Win for AI Integration in Partnership with LivePerson (April 2024).


  • Leadership Updates:

  • Appointment of Mike Myshrall as CFO (January 2024).

  • Appointment of Hassan Afzal as CEO and Thomas Inskip as President (September 2023).


  • Strategic Movement:

  • Entered into a restructuring agreement with secured lenders and stakeholders to strengthen the balance sheet and accelerate growth (September 2024).


  • Environmental, Social, and Governance Initiatives:

  • Commitment to ESG responsibilities to create sustainable value.


Industry Applications



Afiniti's AI solutions are applied across multiple industries:
  • Telecommunications & Media: Enhancing customer lifetime value and sales.

  • Financial Services: Improving customer retention and profitability.

  • Insurance: Increasing policy sales and customer lifetime value.

  • Healthcare: Reducing claims costs and improving patient outcomes.


Conclusion



This report provides an extensive overview of Afiniti, focusing on their mission-driven approach to use AI in enhancing customer experiences across various industry verticals. With continuous product innovations and strategic shifts, Afiniti positions itself as a leader in the AI-driven customer experience market.