Pakistan Telecommunications Company Limited (PTCL) engaged in agreement for a partnership with Affiniti. Us based artificial intelligence company, Affiniti renovates the interaction of human. PTCL is the first ever company to “Go-Live” in Pakistan but also in Asia. This will bring innovation in customer services and contact center operation of PTCL. PTCL is the first to use Afiniti’s Artificial Intelligence Solution in Asia.

Before going for agreement, a pilot project will be launched that will gauge the effectiveness of Afiniti solution. Significant improvement was seen in two months trial via the intelligent pairing of agents and callers contact center operations of PTCL. Afiniti is now correcting metrics such as new customers, cross-sales, upgrades, and downgrades for queues of about 600 agents will jump to 1,000 in next 3 months. PTCL can connect callers on its contact center intelligently to suitable and relevant agents. This improves the quality and speed of customer services.

“It is encouraging that Pakistan based team has passed the giant strides of artificial intelligence. The first results of the service are impressive and we are hopeful that this technology will improve our contact center operations. PTCL is proud to introduce Afiniti’s artificial intelligence solution in Asia”, Adnan Shahid, Chief Commercial Officer PTCL said while appreciating partnering with a global company with Pakistani roots.


Sundar Bharadwaj, Managing Director, Afiniti said while sharing his views that company was pleased for the first foray into Asia via PTCL. He added, “we are excited to work with PTCL as Afiniti is already working with top telecom industries in Europe and North America. PTCL is at forefront of embracing next gen solutions that are Big data and artificial intelligence. We are there to support the journey of PTCL to the innovation in the country.”

Since 1947 PTCL is serving Pakistan for business and customers as leading provider next-generation IPTV, high-speed internet, and smart solutions

PTCL has been serving Pakistan since 1947 and is the leading provider of advanced telecommunications services, next-generation IPTV, high-speed internet and smart solutions for consumers and businesses in Pakistan. Surrounding fixed-line, wireless, satellite and undersea connectivity, PTCL is the sole backbone of large-scale integrated communications and data solutions in Pakistan. It leads the digital revolution with a focus on latest Information and Communications Technology. PTCL does not limit itself to technological innovation only but plays an active role in supporting education, health, and environmental sustainability across the nation.

Afiniti’s Chairman and CEO, Zia Chishti, who is an accomplished entrepreneur recently met Prime Minister Nawaz Sharif to discuss business opportunities and the introduction of modern technologies to the country. Headquartered in Washington, DC, Afiniti has over 150 deployments in major enterprises across a range of sectors, including telecommunications, insurance, financial services, and hospitality. Afiniti’s Enterprise Behavioral Pairing™ algorithm analyzes and predicts the behavior of incoming callers in contact centers to pair them with agents who will deliver the best results. The company runs throughout the world and has Driven hundreds of millions of dollars in incremental revenue globally.

Afiniti transforms the way humans interact by applying artificial intelligence to discover, predict, and perfect interpersonal behavior. The company is a pioneer in Enterprise Behavioral Pairing™, which matches incoming callers with call center agents. For more information, visit Founded in 2006, Afiniti has offices in Düsseldorf, Hong Kong, Karachi, Lahore, London,, Milan, New York, Paris, São Paulo, Seattle and Washington, DC, and to date has perfected over half a billion calls across the world.