Orchestrate every audience experience for the AI age

Traditional CCaaS platforms may require organizations to move complex customer operations into a standardized cloud architecture. Avaya Infinity takes a different approach by connecting audience interactions, AI, enterprise data, digital services, existing systems, employees, and workflows through a real-time orchestration layer. That gives media and entertainment organizations a way to modernize customer experience while building on existing subscription, streaming, CRM, billing, identity, Avaya, 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 media and entertainment organizations, deployment planning can account for live-event and release peaks, distributed teams, and existing service commitments.

Model Context Protocol provides a standardized way for AI to connect with enterprise systems, data, tools, and APIs. For media organizations, MCP can help AI work with appropriate context from subscription management, CRM, entitlement, identity, billing, content, knowledge, service systems, and other authorized sources instead of operating as a disconnected assistant. An open protocol also gives organizations greater flexibility to evolve AI technologies without creating proprietary integrations for every model and platform.

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Tandem care combines AI and human employees into a coordinated operating model. AI can handle routine account questions, gather information, summarize interactions, support troubleshooting, search knowledge, and coordinate workflows. Employees can focus on complex technical issues, retention, high-value customers, service recovery, sales opportunities, and situations requiring judgment or empathy. The goal is to use AI and human expertise together rather than forcing audiences to choose between automation and people.

Why tandem care Is the new CX operating model

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

Avaya Infinity is designed to give organizations control over AI model selection, enterprise data, system and tool access, workflows, permissions, and execution. Media and entertainment organizations can define which AI models are permitted to access specific customer and service information and which actions those models are authorized to perform. This becomes increasingly important as AI moves from answering questions to interacting with subscriber, billing, ticketing, and digital service systems.

Learn more about the importance of open, governed AI

Many audience problems cannot be resolved using contact center information alone. A streaming issue may depend on subscription, entitlement, authentication, device, content availability, and current service status.A ticketing question may require event, account, payment, venue, and loyalty context.

A retention interaction may require subscription history, engagement, service activity, and relevant options. Orchestration connects the interaction with the systems, data, AI, employees, and actions required to achieve the customer outcome.

Streaming problems can involve many variables.

Infinity can connect customer interactions with appropriate subscriber, entitlement, device, account, content, and service context so AI and employees can more quickly understand what may be happening.

AI can support routine troubleshooting, while complex cases can move to human experts with relevant interaction context preserved.

Yes.

A major streaming or service incident can generate sudden spikes across digital channels, social channels, messaging, and voice.

Infinity can help connect current incident context with self-service, virtual agents, intelligent routing, proactive notifications, employee guidance, and workflows. This helps organizations provide more consistent information while reserving human resources for situations that require additional assistance.

Proactive engagement can help. If an organization already knows that a service, platform, region, channel, or event is experiencing an issue, Infinity can use authorized event and customer context to support proactive communications and relevant self-service. Customers can receive information before every incident becomes an inbound interaction.

Subscription journeys may include activation, upgrades, downgrades, billing, payments, bundles, add-ons, renewals, cancellations, and service changes.

Infinity can connect customer interactions with authorized account, subscription, billing, and enterprise context to help AI and employees provide relevant information and coordinate appropriate actions.

Cancellation requests often happen after a series of experiences rather than one isolated event.

Infinity can bring together authorized interaction history, service issues, subscription information, preferences, sentiment, and other relationship context.

That can help organizations identify appropriate retention journeys, route customers to suitable resources, and present relevant options rather than applying the same retention approach to everyone.

Yes.

Customer experience can contribute directly to upgrades, add-on services, premium subscriptions, bundles, ticket sales, memberships, advertising relationships, and other revenue opportunities.

Infinity can connect customer context with relevant recommendations, proactive engagement, business rules, AI, and human expertise to support next-best actions.

Infinity is not a content recommendation engine itself, but it can orchestrate authorized customer, preference, subscription, interaction, and enterprise context across service journeys.

That information can help AI and employees provide more relevant assistance, recommendations, offers, or support based on the customer relationship.

Specialized recommendation technologies can also participate through the broader open ecosystem.

Billing problems can quickly damage subscriber trust. Infinity can connect authorized customer, subscription, payment, promotion, account, and interaction context so employees and AI can better understand the issue. Authorized workflows can help coordinate adjustments, payments, escalation, follow-up, or other appropriate next steps.

Avaya can orchestrate specialized payment technologies as part of the customer journey. Customers can move from voice, messaging, or AI assistance into an appropriate payment workflow and then continue the interaction afterward while preserving relevant context. Specific payment capabilities and compliance requirements depend on the technologies and deployment being used.

Live events create unusual customer experience demands because interaction volume can increase dramatically within a short period.

Infinity can connect AI, digital channels, intelligent routing, self-service, proactive communications, workforce capabilities, and employee expertise to help organizations respond as demand changes.

Customer context can also help distinguish routine inquiries from issues involving tickets, access, subscriptions, payments, accessibility, or high-value relationships.

Avaya has experience supporting complex sports and entertainment environments where guest experience, ticketing, events, employees, and communications must work together.

The New York Mets, for example, use Avaya technology at Citi Field to support customer service, staff communications, ticketing operations, events, media activity, and other venue requirements.

Infinity can extend the broader experience by connecting customer interactions, AI, data, and workflows across digital and human journeys.

Fan relationships increasingly span tickets, memberships, streaming, digital content, merchandise, loyalty, events, and social engagement.

Infinity can help connect appropriate audience context across those journeys and orchestrate relevant interactions, employee involvement, proactive communication, and next-best actions.

This can help sports and entertainment organizations treat each interaction as part of a longer relationship rather than an isolated contact.

Ticketing interactions may involve event information, seat selection, memberships, payments, digital tickets, transfers, refunds, accessibility, venue information, and customer service.

Infinity can connect relevant interactions with authorized ticketing and customer systems so AI and employees have better context and can coordinate appropriate workflows.

Media organizations may support advertisers, agencies, distributors, affiliates, sponsors, and business partners in addition to consumers.

Infinity can orchestrate B2B interactions using appropriate account, campaign, service, billing, and workflow context.

This allows the same orchestration foundation to support both consumer and business-facing journeys.

Gaming companies may support account access, purchases, subscriptions, technical issues, online services, player communities, fraud, digital goods, and major game launches.

Infinity can connect customer interactions with authorized account, service, product, knowledge, and operational context while AI handles routine support and human employees manage complex or sensitive situations.

Open orchestration can also help gaming companies integrate specialized technologies without standardizing every customer workflow around one vendor.

A major game, streaming service, content release, or subscription promotion can generate sudden demand.

AI-powered self-service, digital engagement, intelligent routing, automation, proactive communications, workforce forecasting, and flexible architecture can help organizations manage changing interaction volumes.

Infinity can also help ensure current launch or incident information is available across customer-facing workflows.

Media and entertainment brands increasingly serve audiences across countries, languages, and time zones.

AI-powered multilingual capabilities can help reduce language barriers, while intelligent routing can connect customers with appropriate human resources when specialized assistance is required.

This can help organizations create more consistent global service without eliminating regional expertise.

Media organizations may operate customer care teams, technical experts, business teams, and specialists across many locations.

DIRECTV's Avaya environment supports 2,500 customer care agents working remotely while maintaining large-scale customer service operations.

Infinity can extend that model with AI assistance, connected workflows, enterprise context, and intelligent orchestration.

Audience expectations are immediate. If a customer cannot access content during a live event, premiere, or major release, the value of solving the problem tomorrow may be dramatically lower than solving it now. Communications resilience, elastic capacity, proactive engagement, and fast access to appropriate expertise are therefore part of the audience experience.

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

For media and entertainment organizations, this provides flexibility to modernize different workloads according to architecture strategy, customer data policies, existing systems, operational dependencies, availability requirements, and business continuity needs. 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 subscriber care, technical support, sales, retention, billing, and other customer 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 audience data, workflow automation, and cross-system orchestration. That allows media organizations to modernize the customer journeys that matter most while protecting the value of existing investments.

Explore the modernization path for CC Elite

Infinity is designed around open orchestration. Through MCP, APIs, and the Avaya Infinity ecosystem, organizations can connect different AI models, enterprise systems, data platforms, and specialized technologies. That gives media organizations greater flexibility to evolve their AI strategies as technology and audience expectations change.

Explore the Avaya Infinity ecosystem

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

Media and entertainment organizations can define which AI models are permitted to access specific customer and service information and which actions those models are authorized to perform.

This becomes increasingly important as AI moves from answering questions to interacting with subscriber, billing, ticketing, and digital service systems.

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 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. 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.