Orchestrate every customer journey from showroom to road

Traditional CCaaS platforms may require automotive organizations to move complex customer operations into a standardized cloud architecture.

Avaya Infinity takes a different approach by connecting interactions, AI, customer and vehicle data, existing automotive systems, employees, dealers, and workflows through a real-time orchestration layer.

That gives automotive companies a way to modernize customer experience while building on existing dealer systems, connected vehicle platforms, CRM, Avaya infrastructure, finance systems, service applications, integrations, and technology investments.

What enterprise CX leaders are really asking in AI platform demos

Automotive customer journeys cross many systems and organizations. A single service issue might involve the customer, vehicle, manufacturer, dealership, roadside assistance provider, warranty system, parts inventory, financing relationship, and field or technical resources.

Answering the customer's question is only one part of the experience.

Orchestration connects the systems, data, employees, AI, and actions required to help deliver the actual customer outcome.

Model Context Protocol provides a standardized way for AI to connect with enterprise systems, data, tools, and APIs.

For automotive organizations, MCP can help AI work with appropriate context from CRM, connected vehicle systems, dealer applications, warranty, finance, roadside assistance, service, knowledge, and other authorized sources instead of operating as a disconnected assistant.

An open protocol also gives automotive companies greater flexibility to evolve AI technologies without creating proprietary integrations for every model, vehicle platform, and enterprise application.

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Tandem care combines AI and human employees into a coordinated operating model.

AI can gather information, summarize ownership history, search knowledge, assist with routine scheduling, provide status information, and coordinate workflows.

Automotive professionals can focus on complex technical issues, stranded customers, high-value purchases, safety-sensitive situations, service recovery, and moments requiring expertise or empathy.

The objective is not to remove people from the ownership journey. It is to make human expertise more effective when the customer needs it most.

Why tandem care Is the new CX operating model

Roadside assistance is one of the clearest examples of why context and orchestration matter.

A stranded driver may need membership or entitlement verification, location confirmation, vehicle information, an understanding of the problem, a service provider, dispatch, arrival updates, and follow-up.

Infinity can connect the customer interaction with authorized systems, AI, employees, and workflows so the experience can move from "I need help" toward coordinated action.

AI can help gather information from the customer, interpret the situation, access authorized knowledge and customer context, and help classify the type of assistance required.

Where integrations and policies permit, other vehicle or diagnostic context could also contribute to the workflow.

Safety-sensitive situations or uncertain cases can be routed to appropriate human employees.

The dealer remains one of the most important human touchpoints in automotive.

Infinity can help connect digital and contact center journeys with dealer workflows so relevant context can move with the customer.

A customer who researches a vehicle, schedules a test drive, asks a financing question, books service, or reports a technical issue should not have to recreate the journey each time they reach another part of the organization.

A service appointment may depend on customer preferences, vehicle information, dealership location, technician or bay availability, warranty status, parts, previous service activity, and the reason for the appointment.

Infinity can orchestrate appropriate data and workflows across connected systems to help AI and employees identify options and advance authorized scheduling processes during the interaction.

Where integrations, customer permissions, data policies, and applicable requirements permit, connected vehicle information can provide useful context during customer interactions.

This might include relevant vehicle events, service information, software context, or diagnostic signals.

Infinity can help make appropriate data available to AI and employees when the customer journey requires it rather than creating another disconnected vehicle-data silo.

Customer service does not always have to begin when the driver calls.

Authorized vehicle, mileage, service, maintenance, warranty, or other events can trigger workflows that notify customers, provide relevant information, recommend appropriate next steps, or help schedule service.

This can help automotive organizations move from reactive support toward proactive ownership care.

Avaya provides proactive customer care capabilities that include automated safety recall notifications and response tracking.

Manufacturers can connect authorized vehicle and customer information with outbound engagement and workflows to help identify affected customers, communicate appropriate information, track response, and escalate situations requiring additional support.

This turns recall communication into a coordinated customer journey rather than an isolated campaign.

Warranty interactions can cross customer information, vehicle identification, ownership, repair history, entitlement, parts, dealer systems, approvals, and service scheduling.

Infinity can help orchestrate those systems and workflows so AI and employees have appropriate context and can move the process forward without requiring the customer to navigate the organization.

Automotive relationships may also include lending, leasing, payments, account service, end-of-lease processes, and vehicle replacement.

Infinity can connect authorized finance and customer context with voice, digital engagement, AI, employees, and workflows to create more continuous experiences.

Financial information and transactions remain subject to the organization's security, regulatory, data, and access requirements.

Avaya can orchestrate specialized payment technologies as part of the customer journey.

This can allow a customer to move from conversation or AI assistance into an appropriate secure payment process and then continue the interaction afterward without unnecessarily restarting the experience.

Specific payment capabilities and compliance requirements depend on the service and technologies being deployed.

Electric vehicles introduce additional customer experiences around charging, range, software, battery performance, service, infrastructure, and new ownership behaviors.

Infinity can connect appropriate customer, vehicle, charging, knowledge, service, and enterprise context to help AI and employees better understand the customer's situation.

As EV technologies continue evolving, open orchestration can help automotive organizations add new systems and capabilities without rebuilding the entire customer experience.

Mobility relationships increasingly extend beyond a traditional vehicle purchase.

Subscriptions may involve vehicles, connected services, software features, charging, roadside support, insurance, maintenance, or other mobility services.

Infinity can connect interactions with authorized subscription, account, vehicle, payment, and service context to help organizations coordinate onboarding, support, renewal, upgrade, and cancellation journeys.

As vehicles become more software-defined, customer questions increasingly involve software versions, features, subscriptions, updates, connectivity, and digital services.

Infinity can connect the customer interaction with appropriate vehicle, software, account, knowledge, and technical support context so AI and employees can provide more relevant assistance.

The customer experience can therefore evolve along with the vehicle rather than remaining centered only on traditional mechanical service.

A connected service incident can rapidly generate customer questions across voice, digital channels, dealerships, and support organizations.

Infinity can connect current incident context with self-service, AI, intelligent routing, proactive engagement, employee guidance, and workflows.

This can help provide more consistent information and reduce unnecessary customer effort while the incident is being resolved.

Global automotive organizations serve customers, dealers, and employees across languages, countries, and regions.

AI-powered multilingual capabilities can help reduce language barriers across customer interactions while intelligent routing can connect customers to specialized employees when necessary.

This is particularly valuable for global roadside, connected vehicle, premium support, and customer care operations.

The automotive relationship can last for years.

Service history, vehicle ownership, interaction history, connected services, finance, loyalty, and other authorized context can help organizations better understand the relationship as customers approach future purchase or lease decisions.

Infinity can help orchestrate proactive engagement and appropriate employee involvement around moments that may influence retention and repurchase.

Customer experience can contribute directly to revenue through vehicle sales, financing, service, parts, accessories, subscriptions, connected services, upgrades, and repeat purchases.

Infinity can connect customer context with appropriate recommendations, proactive engagement, workflows, and human expertise to help identify opportunities while keeping the experience relevant to the customer's needs.

Avaya Infinity is designed to give organizations control over AI model selection, enterprise data, vehicle and customer information, system and tool access, workflows, permissions, and execution.

Automotive organizations can define which AI models are allowed to access specific information and which actions those models may perform.

This becomes increasingly important as automotive AI moves from answering questions to interacting with connected vehicles and enterprise systems.

Avaya supports cloud, hybrid, and on-premises deployment approaches.

For automotive organizations, this provides flexibility to modernize different workloads according to architecture strategy, security requirements, customer and vehicle data policies, existing systems, dealer environments, operational dependencies, and business continuity requirements.

Modernization can happen in phases rather than through a single forced migration.

Because modernization does not have to begin with replacement.

CC Elite may already support high-volume automotive customer care, dealer, finance, service, roadside, and connected vehicle operations with years of customized routing, integrations, workflows, and business logic.

Avaya Infinity provides a path to build on that foundation by adding real-time AI, digital engagement, connected customer and vehicle data, workflow automation, and cross-system orchestration.

That allows automotive organizations to modernize the journeys that matter most while protecting the value of existing investments.