Orchestrate trusted financial experiences for the AI age

Traditional CCaaS platforms may require financial institutions to move complex customer operations into a standardized cloud architecture. Avaya Infinity takes a different approach by connecting interactions, AI, financial data, existing systems, employees, and workflows through a real-time orchestration layer.

That gives financial institutions a way to modernize customer experience while building on existing core systems, Avaya infrastructure, integrations, data, processes, and technology investments rather than treating the contact center as an isolated application.

What enterprise CX leaders are really asking in AI platform demos

Avaya Infinity is designed for complex contact centers with thousands of agents. Cloud, hybrid, and on-premises options combine with geo-redundancy, API gateway support, health monitoring, and hyperscaler infrastructure. Capacity and deployment design are tailored to the environment’s requirements rather than treated as a single fixed configuration.

For financial institutions, deployment planning can account for fraud-related contact spikes, distributed teams, and existing service commitments.

Model Context Protocol provides a standardized way for AI to connect with enterprise systems, data, and tools. For financial institutions, MCP can help AI work with appropriate context from CRM, core financial systems, fraud, lending, payments, cards, knowledge, wealth, and other authorized systems instead of operating as a disconnected assistant.

An open protocol also gives financial institutions greater flexibility to evolve AI technologies over time instead of building every workflow around proprietary connections to one AI provider.

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Avaya Infinity uses the Databricks Data Intelligence Platform and unified Lakehouse to bring structured and unstructured contact center data into an AI-ready foundation with centralized governance and audit trails. Delta Sharing supports secure, zero-copy data sharing. Pre-built assets help business managers access insights, and automated AI Judges provide visibility into human and AI agent performance. Authorized enterprise data can inform interactions while access and oversight remain governed.

Rather than copying every source into another isolated customer experience silo, financial institutions can use orchestration and integration to make appropriate data available when workflows, AI, or employees need it. This can help financial institutions turn investments in customer, transaction, analytics, and AI data into real-time value at the point of interaction.

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Tandem care combines AI and human employees into a coordinated operating model. AI can support routine work by gathering authorized information, summarizing interactions, searching knowledge, and coordinating next steps.

Financial services professionals can focus on moments requiring financial expertise, judgment, reassurance, empathy, or complex problem-solving. The objective is not simply to automate more interactions. It is to use AI and human expertise where each creates the greatest customer and business value.

Why tandem care Is the new CX operating model

Closed-loop financial services means an interaction results in a clear next step or completed outcome, not simply a successfully handled call or chat.

Avaya Infinity can help orchestrate the journey from understanding the customer need to triggering authorized action, routing work, coordinating AI or human follow-up, updating systems, and measuring whether the intended outcome was completed. That can connect the contact center more directly to the financial processes responsible for delivering the customer outcome.

Avaya Infinity brings inbound and outbound engagement into the same orchestration environment.

Customer and event context can help financial institutions support appropriate communications around suspicious transactions, payment reminders, account activity, application status, appointments, missing documentation, service events, and other relevant moments. That enables financial institutions to become more proactive while maintaining control over workflows, customer data, permissions, and outreach policies.

See how AI-powered outbound changes customer engagement

Avaya supports cloud, hybrid, and on-premises deployment approaches across its portfolio. For financial institutions, this provides flexibility to modernize different workloads at different times based on security, regulatory, data, infrastructure, resiliency, risk, and operational requirements. The goal is to align architecture with the needs of the bank rather than forcing every workload into a single deployment model.

Because modernization does not have to begin with replacement. CC Elite may already support critical financial services operations and highly customized customer journeys.

Avaya Infinity provides a path to build on that foundation by adding capabilities such as real-time AI, digital channels, connected financial data, workflow automation, and cross-system orchestration. That allows financial institutions to modernize around the customer journeys and business outcomes that matter most while protecting the value of existing investments.

Explore the modernization path for CC Elite

Avaya Infinity is designed to give organizations control over AI model selection, system access, enterprise data, workflows, permissions, and execution. Financial institutions can introduce AI into specific customer and employee workflows while maintaining controls appropriate to the information, action, risk, and business process involved.

An open architecture also gives financial institutions greater flexibility to evolve their AI strategy as models, regulatory expectations, and institutional requirements change. With support from technologies such as Databricks, teams can monitor how AI uses information, track performance, and maintain data oversight as adoption grows.

Learn more about the importance of open, governed AI

Yes. Avaya Infinity supports bring-your-own carrier, messaging, workforce management (WFM), and AI options, and can integrate preferred workforce engagement management (WEM) tools. This gives organizations a way to retain selected provider relationships, negotiated agreements, and technology investments while adding new capabilities.

Avaya Infinity offers embedded agent experiences and integration options for Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, and Microsoft Teams. Depending on the integration, employees can use capabilities such as call controls, screen pops, click-to-call, directories, and collaboration within familiar workspaces. Available functions depend on the selected integration.

Avaya works with Verint to provide workforce engagement capabilities and also supports integration with preferred WEM and WFM environments. Organizations can build on selected workforce tools already in use instead of treating their replacement as a prerequisite for CX modernization.

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.

Financial services customers increasingly move between mobile apps, websites, virtual assistants, messaging, voice, and human employees during the same journey. When context disappears at every transition, customers repeat information, authentication steps multiply, service slows, and trust can decline. Avaya Infinity helps preserve appropriate context across interactions so the experience can continue as the customer moves between channels and resources.

Fraud interactions are moments when security and customer trust intersect.

Avaya can combine customer authentication, biometrics, intelligent routing, interaction context, AI assistance, and human expertise to help financial institutions create more secure and efficient fraud-response journeys.

Instead of treating fraud detection and customer communication as separate experiences, financial institutions can orchestrate the process from alert through authentication, specialist assistance, authorized action, and follow-up.

Digital financial services have not eliminated the importance of voice. Customers often turn to a human conversation when an issue is complex, urgent, sensitive, or financially significant. A strong financial services experience therefore requires digital convenience and dependable human interaction to work together. Avaya Infinity helps preserve context as customers move from digital self-service to voice and specialized human support.

Avaya financial services solutions support capabilities including voice and facial biometrics that can help institutions authenticate customers and reduce friction during appropriate financial journeys.

Financial institutions can combine authentication capabilities with contextual routing and workflow orchestration to help ensure that security is part of the customer experience rather than a disconnected step.

Avaya maintains PCI-related security controls and compliance programs for applicable products and services that support customers processing payment card data.

Financial institutions should evaluate the specific Avaya service and deployment being considered against their own PCI DSS scope, security architecture, and compliance requirements.