Avaya Infinity Platform

Avaya Infinity’s next wave of innovation

AI performance index

Proving AI value in customer experience

Enterprise data activation

Expanded orchestration

HOW AVAYA INFINITY WORKS

Get the advantages of cloud with the security and data sovereignty of on-prem

Infuse omnichannel conversations with AI-driven workflows

Hyper-personalize experiences for customers and employees

Connect and orchestrate without heavy lift integrations

Rapidly adapt with AI-agnostic orchestration

Why enterprises choose Avaya Infinity

Complete customer understanding

• Bring together conversation history, sentiment, intent, account context, and enterprise data in a real-time view of the customer.

Intelligence that explains and improves

Open, enterprise-ready architecture

Enterprise control and governance

Action in the moment

Enterprise control, without the cloud-only tradeoff

PATH TO MODERNIZATION

An open ecosystem for enterprise customer experience

• Avaya Infinity brings together AI models, enterprise data, and partner technologies in an open ecosystem designed for real-time orchestration.
• By connecting systems through MCP, organizations can activate context across the customer journey and scale AI without vendor lock-in.
• View existing integrations with platforms your teams already use.

MODEL CONTEXT PROTOCOL

AI-powered context unlocked by MCP delivers personalization at scale

The action-ready AI agent built with MCP

Moments that make the connection

Frequently asked questions about Avaya Infinity and enterprise CX

• How is Avaya Infinity different from traditional CCaaS? Traditional CCaaS platforms are often built around fixed architectures, embedded AI models, and limited data access. Avaya Infinity transforms the contact center into a real-time intelligence layer that connects AI, enterprise data, and workflows so organizations can understand why things are happening and take action during the interaction.
• What enterprise CX leaders are really asking in AI platform demos Why does MCP matter? Model Context Protocol (MCP) allows AI to connect to enterprise systems, data, and tools in real time. It provides the standard connection model, enabling agentic AI coordinated action across the business without brittle custom integrations. Learn more about MCP
• How does Avaya Infinity work with enterprise data platforms like Databricks? Infinity uses the Databricks Data Intelligence Platform and unified Lakehouse to create a scalable, secure, AI-ready data foundation. Key benefits include a unified Lakehouse for all structured and unstructured contact center data, offering a single source of truth with centralized governance and audit trails. Delta Sharing enables secure, zero-copy data sharing, eliminating silos and accelerating real-time AI initiatives. Pre-built assets democratize insights for business managers. The platform enables running reliable, trustworthy, and compliant enterprise AI at scale, with automated AI Judges providing full visibility into both human and AI agent performance. Hear more about our Databricks partnership
• What is tandem care? Tandem care is a CX operating model that combines AI and human agents into a single, coordinated system. AI supports each interaction with context and guidance, while human agents focus on the moments that require empathy, judgment, reassurance, or complex problem-solving. The result is more efficient work and a connected experience from start to finish.
• How does Avaya Infinity support closed-loop customer experience? Closed-loop customer experience means every customer need leads to a clear next step. Avaya Infinity helps organizations orchestrate the full path from understanding the customer’s need to triggering action, routing work, supporting human or AI follow-up, updating systems, and measuring whether the outcome was completed.
• How does Avaya Infinity support AI-powered outbound customer engagement? Avaya Infinity brings inbound and outbound engagement into the same CX orchestration layer, so outreach can be proactive, contextual, governed, and measurable. Teams can use customer context, AI workflows, enterprise data, and human support to reach customers at the right moment with the right next step. Capabilities such as outbound preview mode, campaign management, compliance controls, real-time campaign statistics, and operational reporting help make outreach more targeted and efficient. See how AI-powered outbound changes customer engagement
• What deployment models are supported? Cloud, hybrid, and on-premises deployments are all supported. This gives organizations the flexibility to modernize in stages and align with their existing infrastructure, security requirements, and regulatory needs.
• Why should Avaya CC Elite customers consider migrating to Avaya Infinity? CC Elite continues to support critical operations, but many organizations are now looking to add capabilities like real-time AI, digital channels, connected data, and cross-system orchestration. Avaya Infinity provides a path to do that by extending what you have today while enabling the next generation of customer experience.
• How do you govern AI? AI is managed within enterprise controls, including access permissions, data oversight, and auditability. With support from technologies like what Databricks provides, teams can monitor how AI uses data, track performance, and maintain control as it scales. Learn more about the importance of open, governed AI