Where is Afiniti headquartered?

Afiniti is headquartered in Hamilton, Bermuda. The company has a team of ~1,200 people.

When was Afiniti founded?

Afiniti was founded in 2006. It is based in Hamilton, Bermuda.

Who is the CEO of Afiniti?

Jerome Kapelus is the CEO of Afiniti. The company was founded in 2006.

Where is Afiniti located?

Afiniti is headquartered in Hamilton, Bermuda.

What funding stage is Afiniti at?

Afiniti is currently at the Growth Stage stage.

How many employees does Afiniti have?

Afiniti has approximately ~1,200 employees.

Afiniti

Category: AI Agents

Afiniti revolutionizes contact centers by integrating outcome-driven AI throughout every stage of the customer journey. Their technology boosts revenue and enhances customer experience while reducing service costs through smart, data-driven decision making at every touchpoint. Afiniti was founded in 2006. The company is led by Jerome Kapelus. Based in Hamilton, Bermuda. Team size: ~1,200. Total funding raised: $170M. Latest round: Series D. Key investors include Vista Credit Partners, The Resource Group, GAM, Avaya, McKinsey & Co, Elisabeth Murdoch, John Browne, Liberty Global.

Founded: 2006
Headquarters: Hamilton, Bermuda
Team size: ~1,200
Total funding: $170M

Value proposition

AI-driven pairing delivers measurable ROI without requiring changes to existing CRM, telephony, or workforce management systems, enabling enterprises to increase revenue, margin, and customer lifetime value through patented behavioral pairing technology.

Products and solutions

Afiniti Pairing - patented AI behavioral matching of customers to agents, Afiniti Agents - outcome-optimized AI virtual agents for voice and chat, Afiniti Orchestrator - real-time routing/SLA/decisioning control layer, Afiniti Intelligence - contact center AI analytics and simulation platform

Unique value

Afiniti's core innovation lies in its patented AI technology that goes beyond traditional routing methods. Instead of simply matching customers to the next available agent, Afiniti's algorithm analyzes behavioral patterns to predict the most successful customer-agent pairings, leading to more favorable outcomes.

Target customer

Large enterprises with significant customer interaction volumes, particularly Fortune 500 companies with in-house or outsourced contact centers in telecommunications, financial services, healthcare, hospitality, and retail sectors.

Industries served

Telecommunications, Financial Services, Healthcare, Insurance, Retail, Hospitality

Technology advantage

The primary advantage is the ability to deliver measurable improvements in key business metrics without requiring changes to clients' existing CRM or telephony systems. Afiniti's 'champion-challenger' approach allows for continuous measurement of the AI's impact, providing a clear ROI. The technology is designed to be fair and responsible, ensuring no bias in customer or agent treatment.

How they differentiate

Afiniti's core differentiation lies in its patented AI technology that focuses on 'behavioral pairing.' It analyzes subtle patterns in human behavior and historical data to match customers with the contact center agents best suited to handle their specific personality and query, moving beyond traditional skill-based routing.

Main competitors

Genesys, NICE inContact, Behavioral Signals, Talkdesk, Five9, Aspect Software

Key partnerships

Five9 - integration of Afiniti AI Pairing into Five9 Intelligent Cloud Contact Center (October 2025), NICE CXexchange - AI Pairing available on NICE platform (December 2025), Avaya - embedding Afiniti technology into Avaya OneCloud CX, Huawei - strategic alliance for AI-enabled contact center solutions

Notable customers

Sky, Virgin Media, Caesars Entertainment, AXA Direct, AT&T, Telecom Italia (TIM), HSBC, UnitedHealth Group

Major milestones

Achieved a valuation of $1.6 billion (2017), Secured a major Series D funding round of $130 million, Established strategic partnerships with major technology and telecommunications companies, including Avaya and Huawei, Expanded its global footprint with offices in over 18 countries, Completed recapitalization transaction in December 2024, Appointed Jerome Kapelus as CEO in February 2025, Introduced Outcome Orchestration, defining a new standard for Enterprise AI (January 2026)

Growth metrics

>$2.5B verified incremental value for clients; 1.4B+ calls optimized; ~500+ patents; LinkedIn company size 1,001–5,000 / ~1,200 headcount band; post-Dec 2024 Vista Credit Partners recapitalization; 2017 valuation was $1.6B (pre-restructuring).

Market positioning

Afiniti is positioned as a premium, enterprise-level AI solution for optimizing customer experience (CX) and sales in large-scale contact centers. It targets major corporations in industries like telecommunications, financial services, and healthcare.

Geographic focus

Afiniti operates globally, with a strong presence in North America, Europe, and Asia, with offices in multiple countries to support its international client base.

Patents and IP

~500+ patents worldwide covering AI-driven behavioral pairing and outcome orchestration for contact centers.

About Jerome Kapelus

Over 25 years of experience in operations and finance, focusing on leading and scaling high-growth technology companies. Formerly President of PWCC Marketplace, CFO at TCGplayer, and CFO at Quartet Health.

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Official website: https://www.afiniti.com/