Afiniti, a leader and expert in driving AI-powered measurable outcomes for contact centers, today announced Outcome Orchestration, a new category of enterprise AI. Outcome Orchestration addresses contact center operators’ disappointment with the wide and persistent gap between today’s narrowly focused and bespoke AI products, and the hard, measurable outcomes businesses truly need.
The rapid adoption of AI tools in contact centers in the past three years has resulted in fragmented decisions that do not consider the entire estate, opaque and sometimes negative performance, and the lack of clarity related to the cause-effect of new products. Outcome Orchestration was designed to overcome these exact challenges with a foundational belief that AI only matters if it consistently and measurably improves outcomes.
Defining Outcome Orchestration
Outcome Orchestration deploys AI products to unify and steer contact center data, intelligence, and decisioning across people, systems, and workflows toward specific business outcomes. Afiniti does not replace existing contact center infrastructure. Rather, it operates alongside existing tools and acts as an overarching intelligence layer within complex environments — orchestrating decisions to achieve business goals identified by contact center business owners and operators.
“If AI does not prove its impact in production, it does not matter,” said Jerome Kapelus, Chief Executive Officer of Afiniti. “We empower contact center operators to predict change, dynamically adjust resources and priorities, and respond in real time to the uncertainty of daily operations.”
Proven in Production at Enterprise Scale
Afiniti’s long time expertise and excellence in the contact center industry is already proven through Afiniti Pairing, the company’s patented AI technology that dynamically matches customers with the agents most likely to achieve a desired outcome. Pairing has delivered more than $2.5 billion in measurable value to clients, validated through continuous implementation in contact centers of all sizes and across various platforms. In 2025, Afiniti achieved 100 percent client retention, reinforcing a model that earns renewal by delivering results year after year.
A Foundation for Responsible Expansion
Afiniti enters its next phase of innovation and outcome-centric client solutions with a clearly defined category, a proven operating model, and a roadmap focused on responsible expansion. In 2026, Afiniti will extend Outcome Orchestration beyond pairing to address a broader set of enterprise decisioning needs across the contact center, including agent experiences, routing decisions, and intelligence. This expanded suite will solve real operational challenges observed across its customer base.