Orchestrate every patient, professional, and product experience for the AI age

Traditional CCaaS platforms may require enterprises to move complex engagement environments into a standardized cloud architecture. Avaya Infinity takes a different approach. It connects interactions, AI, enterprise data, existing systems, employees, and workflows through a real-time orchestration layer.

That gives life sciences organizations a way to modernize engagement while building on existing CRM, patient support, medical information, safety, clinical, Avaya, data, 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 life sciences organizations, deployment planning can account for program and product inquiry peaks, distributed teams, and existing service commitments.

Model Context Protocol provides a standardized approach for connecting AI with enterprise systems, data, tools, and services. For life sciences organizations, MCP can help AI work with appropriate context from CRM, approved knowledge, patient support, medical information, case management, clinical, product, and other authorized systems. An open protocol can also reduce dependence on proprietary integrations tied to a single AI provider.

Learn more about MCP

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.

Hear more about our Databricks partnership

Tandem care combines AI and human employees into a coordinated operating model. AI can handle routine information gathering, summarize context, search authorized knowledge, and coordinate standard workflows. Life sciences professionals can focus on scientific questions, complex patient needs, safety-sensitive information, clinical matters, and situations where empathy or professional judgment is required.

The objective is to use AI to strengthen human expertise rather than remove it from the moments where it matters.

Why tandem care Is the new CX operating model

A life sciences interaction can quickly cross organizational and system boundaries. A seemingly routine product question could become a medical information request. A patient support interaction may require eligibility information and another service provider. An interaction may include information that requires a safety or product quality workflow.

Orchestration helps connect the interaction with the appropriate systems, information, employees, AI, and authorized next steps instead of treating each contact as an isolated conversation.

Infinity brings inbound and outbound engagement into the same orchestration environment. Life sciences organizations can use authorized context and defined workflows to support appropriate communications around program milestones, appointments, educational information, follow-up, enrollment requirements, service updates, or other approved journeys.

Campaign management, governance, employee support, and operational reporting help organizations maintain greater control over engagement.

See how AI-powered outbound changes customer engagement

Patient support journeys may include program information, enrollment assistance, access support, education, scheduling, financial support resources, referrals, reminders, and follow-up. Infinity can connect voice and digital interactions with authorized patient program context, employees, AI, and workflows to create a more continuous experience. Organizations maintain control over the information, actions, and AI capabilities appropriate to each program.

Because modernization does not have to begin with replacement.

CC Elite may already support highly specialized and regulated engagement workflows with years of routing logic, integrations, applications, prompts, reporting, escalation rules, and business logic. Avaya Infinity provides a path to build on that foundation by adding real-time AI, digital engagement, connected enterprise data, workflow automation, and cross-system orchestration.

That allows life sciences organizations to modernize around the journeys that matter most while protecting the value and knowledge embedded in existing systems.

Explore the modernization path for CC Elite

Healthcare professionals may contact pharmaceutical companies for medical information, product support, availability, documentation, or other specialized needs.

Infinity can help identify the purpose of the interaction, access appropriate context, route the inquiry to relevant expertise, surface approved information, and coordinate follow-up. AI can assist employees with knowledge retrieval and interaction summarization while human experts remain available for questions requiring scientific or medical expertise.

Medical information teams frequently manage highly specialized questions across multiple channels, products, countries, and languages. Infinity can help connect interactions with approved knowledge, customer context, intelligent routing, AI-assisted employee guidance, documentation workflows, and specialized resources. The organization determines how AI is used and where expert review or human response is required.

AI and workflow automation can assist organizations in analyzing interaction context and identifying information that may require specialized handling. Infinity can help route or escalate an interaction into an organization's defined adverse event workflow when appropriate.

The organization's pharmacovigilance processes, trained personnel, validated systems, reporting obligations, and human oversight remain responsible for determining how safety information is assessed and handled.

A product inquiry may contain information suggesting a quality issue.

Infinity can help connect interaction context with organization-defined workflows so appropriate information can be collected, documented, routed, and escalated to the relevant quality or product team. When an interaction includes both product quality and safety information, workflows can help coordinate the appropriate organizational processes.

AI can create value without becoming the final authority in every workflow. It can summarize interactions, retrieve approved information, assist with translation, identify intent, surface relevant guidance, automate routine documentation, and coordinate defined processes. Organizations can apply controls around which models are used, what data they access, which knowledge sources they use, what tools they can invoke, and when human review is required.

Specialty therapies may involve complex journeys across patients, caregivers, healthcare professionals, specialty pharmacies, service providers, financial support programs, and other stakeholders.

Infinity can help connect interactions, authorized program data, employees, AI, and workflows so appropriate context can move through the journey.

This can help reduce fragmentation while allowing organizations to maintain program-specific governance and controls.

Clinical programs may require participant recruitment support, scheduling, reminders, information services, site communications, follow-up, and other defined engagement workflows.

Infinity can connect appropriate interactions, systems, employees, AI, and workflows while supporting program-specific permissions and escalation rules.

Clinical decisions and protocol-specific activities remain governed by the appropriate clinical processes and personnel.

Global life sciences organizations may serve patients, professionals, employees, and partners across many countries and languages.

AI-powered multilingual capabilities can help reduce language barriers while intelligent routing can connect interactions with specialized language or subject-matter resources when needed.

Organizations can configure programs according to market, product, language, and operational requirements.

Field teams may need access to appropriate customer context, approved information, collaboration resources, and follow-up workflows.

Infinity can help connect customer engagement with field or specialized employee workflows so appropriate context and actions are coordinated across channels and organizational boundaries.

Many life sciences organizations use specialized BPOs for patient support, medical information, pharmacovigilance intake, technical support, and other engagement functions.

Infinity's open orchestration approach can help connect internal systems, outsourced employees, approved AI, data, and workflows while supporting program-specific controls and technology choices.

C3i Solutions provides a public example of Avaya supporting complex global engagement programs in life sciences.

Life sciences organizations may require recording, documentation, retention, retrieval, reporting, or other interaction controls depending on the workflow and jurisdiction. Avaya provides enterprise contact center capabilities that can support interaction management and recording requirements. Organizations should configure these capabilities according to their specific regulatory, legal, quality, privacy, and operational obligations.

Avaya provides enterprise security, privacy, governance, and access-control capabilities across its portfolio. Life sciences organizations can combine those capabilities with their own data classification, consent, privacy, regulatory, and security policies. Specific requirements depend on the organization, data, jurisdiction, use case, integration, and deployment being evaluated.

Yes. Avaya Infinity is designed around AI-agnostic orchestration.An organization can select different AI technologies according to use case, performance, governance, cost, data, and operational requirements rather than forcing every workflow onto one embedded model. A model suitable for employee summarization may not be the same model selected for translation, classification, or another specialized task.

Infinity is designed to give organizations control over enterprise data, system access, tools, workflows, permissions, and execution. Through an open orchestration architecture, organizations can define which information and tools are appropriate for individual AI-enabled workflows.

This becomes increasingly important as AI evolves from generating responses to interacting with enterprise systems. With support from technologies such as Databricks, teams can monitor how AI uses information, track performance, and maintain data oversight as adoption grows.

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. Packages, licensing, add-ons, and services depend on organizational requirements. Named and Concurrent licensing options, volume ranges, contract terms, and bring-your-own choices provide additional flexibility. A proposal should reflect the required capabilities and deployment.

Avaya Infinity can help reduce avoidable replacement and migration costs by extending existing technology investments. Organizations can retain selected infrastructure, carrier agreements, messaging services, and workforce tools while introducing new capabilities in phases. The resulting cost profile depends on the environment and modernization scope.

Avaya Infinity is designed to connect enterprise systems and data through MCP, APIs, supported integrations, and workflow orchestration.

Life sciences organizations can therefore build on existing CRM, patient support, product, clinical, safety, data, knowledge, and specialized platforms rather than treating CX modernization as a requirement to replace them.

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

For life sciences organizations, this provides flexibility to modernize different programs and workloads according to security, privacy, regulatory, validation, operational, data, infrastructure, and business continuity requirements.

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

Existing Avaya workflows may contain years of business rules, routing, integrations, exception handling, prompts, documentation requirements, and other operational logic. Avaya's AI-assisted workflow modernization can help analyze those existing workflows, document their logic, generate reviewable Infinity workflow artifacts, and accelerate modernization.

Human experts remain responsible for review, validation, testing, governance, and deployment. This can be particularly valuable where reconstructing existing workflows manually would introduce significant cost, time, or operational risk.