Orchestrate customer experience for the
AI age

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

Avaya Infinity is designed for large, complex enterprise contact center environments and can support deployments with thousands of agents. Its architecture combines flexible cloud, hybrid, and on-premises deployment options with capabilities such as geo-redundancy, API gateway support, health monitoring, and hyperscaler infrastructure to help organizations scale while maintaining operational control. Capacity and deployment design can be tailored to the requirements of each environment.

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

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

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. 

Why tandem care Is the new CX operating model

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.

Avaya Infinity brings inbound and outbound engagement into the same CX orchestration layer so outreach can be contextual, governed, and measurable. Outbound Preview Mode supports pre-call customer context, campaign and compliance management, real-time campaign statistics, and operational reporting.

See how AI-powered outbound changes customer engagement

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.

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.

Explore the modernization path for CC Elite

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

Yes. Avaya Infinity supports bring-your-own options for carrier, messaging, WFM, and AI, and can integrate preferred WEM tools. This helps enterprises preserve existing provider relationships, negotiated contracts, and technology investments while adding new customer experience capabilities.

Avaya Infinity offers embedded agent experiences and integration options for Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, and Microsoft Teams. Depending on the integration, agents can access call controls, screen pops, click-to-call, directories, and collaboration within familiar workspaces.

Avaya Infinity supports cloud, hybrid, and on-premises deployment models and is designed with geo-redundancy, API gateway, health dashboard capabilities, and hyperscaler infrastructure to support resilience, geographic reach, and enterprise scale.

Avaya works with Verint to provide workforce engagement capabilities and also supports integration with preferred WEM and WFM environments. This gives enterprises flexibility to build on workforce tools they already use rather than automatically replacing them.

Avaya Infinity uses a flexible per-seat commercial model, with package, licensing, add-on, and services options based on the organization’s requirements. Named and Concurrent licensing, volume ranges, contract terms, and bring-your-own options provide additional flexibility.

Avaya Infinity can help organizations reduce unnecessary replacement and migration costs by building on existing technology investments. Enterprises can retain selected infrastructure, carrier agreements, messaging services, workforce engagement tools, and other systems while introducing new Avaya Infinity capabilities over time.