Orchestrate unforgettable guest experiences for the AI age

Traditional CCaaS platforms may require hospitality organizations to move complex guest operations into a standardized cloud architecture. Avaya Infinity takes a different approach by connecting interactions, AI, hospitality data, existing systems, employees, and workflows through a real-time orchestration layer. That gives hospitality organizations a way to modernize guest experience while building on existing property systems, Avaya infrastructure, integrations, applications, processes, and technology investments.

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 hospitality organizations, deployment planning can account for booking and holiday peaks, distributed teams, and existing service commitments.

Model Context Protocol provides a standardized way for AI to connect with enterprise systems, data, and tools. For hospitality organizations, MCP can help AI work with appropriate context from property management, reservations, CRM, loyalty, service management, dining, knowledge, and other authorized systems instead of operating as a disconnected assistant. An open protocol also gives hospitality organizations greater flexibility to evolve AI technologies over time without rebuilding every workflow around one AI provider.

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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

AI can handle many of the tasks that take employee attention away from the guest. It can gather information, summarize history, translate conversations, search knowledge, identify relevant context, coordinate routine requests, and recommend next steps. That gives hospitality professionals more opportunity to focus on the human elements technology cannot replace, including warmth, empathy, creativity, judgment, and personal service. Avaya calls this coordinated model tandem care.

Why tandem care Is the new CX operating model

Guest experience spans many systems and teams. Avaya Infinity can help connect interactions and authorized context across reservation centers, digital channels, loyalty programs, property employees, service teams, and other hospitality operations. Rather than forcing the guest to repeatedly explain the journey, Infinity can help carry relevant context forward and orchestrate the next appropriate action.

Avaya Infinity brings inbound and outbound engagement into the same orchestration environment. Reservation and event context can help support timely communications around upcoming stays, confirmations, transportation, dining, property information, itinerary changes, service updates, loyalty opportunities, or other appropriate moments. Proactive engagement can answer questions before they become calls while creating additional opportunities to improve the stay and strengthen the relationship.

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.

Because modernization does not have to begin with replacement. CC Elite may already support millions of reservation, sales, loyalty, and guest-service interactions and may be deeply integrated with hospitality workflows. Avaya Infinity provides a path to build on that foundation by adding capabilities such as real-time AI, digital channels, connected guest data, workflow automation, and cross-system orchestration. That allows hospitality organizations to modernize the guest journeys that matter most while protecting the value of existing technology and operational 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. Hospitality organizations can introduce AI into specific guest and employee workflows while maintaining controls appropriate to the information, action, and business process involved.

An open architecture also gives organizations greater flexibility to evolve AI models and technology partners as their strategy changes. 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 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.

Large hospitality organizations may operate brands, properties, contact centers, and employees across multiple countries and time zones. Avaya provides enterprise communications and customer experience capabilities designed for complex distributed operations.

Capabilities such as intelligent routing, digital engagement, automation, multilingual AI assistance, centralized management, analytics, and resilient communications can help organizations deliver greater consistency while still supporting local operations.

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.

Yes.

Guest experience and revenue are closely connected across reservations, upgrades, loyalty, dining, entertainment, amenities, and future stays. Avaya customer journey orchestration and proactive engagement capabilities can help organizations recognize relevant opportunities, deliver personalized recommendations, support outbound campaigns, and connect digital interactions with employees when a human conversation can help complete the journey.

Loyalty becomes more meaningful when the organization recognizes the relationship during actual moments of service.

Avaya Infinity can use authorized loyalty, preference, reservation, and interaction context to help employees and AI deliver more relevant experiences, route high-value interactions appropriately, support personalized recommendations, and create continuity across visits and channels.