Case Study: Caesars Entertainment achieves a 6% sales conversion lift with Afiniti

Afiniti optimizes over five million reservations calls each year for Caesars Entertainment

Caesars Entertainment, a world-class international hospitality group, sought to improve contact center performance and revenue growth in an intensely competitive market. They partnered with Afiniti to leverage its behavioral pairing technology, aiming to increase customer satisfaction and conversion rates through more positive connections between callers and agents.

Afiniti implemented its Enterprise Behavioral Pairing solution on a pay-for-performance basis, seamlessly integrating it without upfront costs or changes to existing infrastructure. The solution was deployed across multiple sites and expanded to hundreds of agents over several years. Afiniti delivered significant results, including a 6% increase in annual sales conversion, over 50,000 incremental reservations per year, and a multi-million dollar revenue gain, greatly exceeding expectations.

Caesars Entertainment