Orchestrate customer experience for the
AI age
Avaya Infinity connects systems, data, AI, and workflows to help enterprises turn customer interactions into orchestrated action.
Customer experience has outgrown the traditional contact center
In many enterprises, customer data lives across too many systems, AI operates without full context, and actions happen after the interaction instead of during it. Avaya Infinity changes that. It creates a unified orchestration layer where enterprise data, AI, employee workflows, and customer interactions work together in real time so organizations can deliver more connected, intelligent, and effective experiences.
Unified
Customer interactions, data, systems, and workflows operate in one orchestrated environment, across the contact center and the broader enterprise.
Contextual
AI and workflows use full customer and enterprise context, not partial signals, for both inbound and outbound interactions.
Real-time
Understanding, decisions, and action need to happen during the interaction, not after.
Governed
AI, data, and workflows operate within enterprise-defined policies, permissions, and auditability.
Controlled
Organizations retain control over deployment, data, and AI choices.
Capture the power of intelligent orchestration
Avaya Infinity, with support for Model Context Protocol (MCP), unifies data and systems to deliver contextual, continuous customer journeys.
Get the advantages of cloud with the security and data sovereignty of on-prem
Deploy one universal, modern architecture and code base.
Infuse omnichannel conversations with AI-driven workflows
Enable fluid interactions across channels, orchestrated with workflow and task automation.
Hyper-personalize experiences for customers and employees
Transform fragmented data into actionable, real-time context for tailored experiences.
Connect and orchestrate without heavy lift integrations
Accelerate enterprise integration, customization, and low-code/no-code workflow creation.
Rapidly adapt with AI-agnostic orchestration
Manage multiple models, balance costs with performance, and implement guardrails.
Avaya Infinity AI-Powered Outbound Customer Engagement: From Dialing to Orchestration
Read the blogWhy enterprises choose Avaya Infinity
For one large utility provider, Avaya Infinity helped turn a low-completion, agent-heavy experience into higher automation and lower operating cost.
- 75% increase in IVR/self-service completion
- 70% reduction in agent call volume
- 69% reduction in infrastructure and maintenance cost
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
Avaya Infinity helps organizations understand not just what happened, but why, so AI and operations can improve over time.
Open, enterprise-ready architecture
Use MCP to connect AI, systems, and workflows without brittle custom integrations. And without locking into a single vendor stack.
Enterprise control and governance
Maintain control over deployment, data, AI choices, access, governance, and auditability as customer experience becomes more intelligent and connected.
Action in the moment
Avaya Infinity helps teams and AI guide decisions, automate steps, and complete work across systems during the interaction, not after it.
Enterprise control, without the cloud-only tradeoff
Many platforms force organizations into rigid deployment models, shared environments, and fixed AI choices that do not reflect enterprise reality. Avaya takes a different approach.
Avaya Infinity is built for the requirements enterprise teams actually manage:
- Flexible deployment: Cloud, hybrid, on-premises, and backward-compatible paths
- Governed operations: RBAC, audit trails, retention controls, and BYOK
- Enterprise resilience at scale: Geo-redundancy, API gateway, and health dashboard
A flexible path forward for Avaya CC Elite customers
Avaya CC Elite continues to support critical operations for many enterprises. Avaya Infinity gives those teams a practical way to add real-time AI, enterprise data, connected workflows, and orchestration to the environments they already run.
Extend existing investments
Build on current systems while adding new CX capabilities.
Move in phases
Align modernization to operational priorities, funding cycles, and risk tolerance.
Keep deployment control
Support cloud, hybrid, and on-premises requirements.
Bring AI into the workflow
Govern model choice, data access, and execution within enterprise-defined guardrails.
"For us, moving to Avaya Infinity came down to trust—trust in the team, trust in the plan, and confidence that the right people would be there if anything came up."
Alex Williams Deputy CIO/CTO, NYC Public Schools, (largest school district in the U.S.)
See Avaya Infinity in action—Choose your demo:
- Product tour
- Live demo series
- Custom demo
Take a self-guided tour
Experience Avaya Infinity® first-hand with an interactive tour from the perspective of a customer, agent, and administrator. Explore fluid channel interactions and low-code workflows at your own pace.
Register for our live demos
Dive deep into the next generation of customer experience with our live demo series. Learn how to modernize your contact center and elevate your CX with the Avaya Infinity platform.
Request a personalized demo
Get a demo tailored to your specific business needs and see your unique solutions in action. An Avaya specialist will show you how totransform your contact center into a hub of authentic connection.
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.
The power of context for building customer connection now
In the AI age, customer experience cannot run on disconnected tools and delayed decisions. Enterprises need a platform that delivers context, helping them understand what is happening in the moment, acting on it immediately, and staying in control of how AI, data, and workflows operate.
AI-powered context unlocked by MCP delivers personalization at scale
The action-ready AI agent built with MCP
This demo of Avaya Infinity showcases the powerful convergence of agentic AI with Model Context Protocol (MCP) that allows organizations to dynamically engage their customers and deliver hyper personalization.
Moments that make the connection
Avaya Infinity is built for the moments where context and intelligence need to become coordinated action.
Do we already know who this customer is?
Bring together real-time data, customer history, intent, and enterprise context to create a more complete understanding before and during the interaction.
Do customers need to repeat themselves?
Carry context across IVR, self-service AI, agentic AI, and human agents so the experience continues instead of restarting at each handoff.
Can we reach out before the customer has to call?
Trigger timely, governed outbound engagement based on customer context, signals, intent, risk, or next-best action.
Should this be handled by AI or a person?
Coordinate automation and human expertise based on context, complexity, urgency, cost, and the moments where empathy, judgment, or reassurance are needed.
Can we act during the interaction?
Orchestrate systems, workflows, and AI so decisions, recommendations, and actions happen in the moment.
Can we close the loop after the interaction?
Orchestrate follow-up across teams and systems so the next step is assigned, completed, documented, and measured.
Can we trust how AI is being used?
Apply AI within enterprise-defined policies, permissions, guardrails, logging, and auditability.
Are we locked into one platform or one AI model?
Support multiple AI models and flexible deployment options so organizations can evolve their AI strategy without vendor lock-in.
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.
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.
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.
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.
Reimagine your contact center with Avaya Infinity, now with support for MCP
Avaya Infinity transforms your contact center into a connection center
Request a demo