Orchestrate customer experience at the speed of innovation

Traditional CCaaS platforms may require enterprises to move complex customer operations into a standardized cloud architecture and adopt the AI, data, and workflow capabilities provided by that platform. Avaya Infinity takes a different approach.

It connects interactions, AI models, enterprise data, existing systems, employees, and workflows through a real-time orchestration layer. That gives technology companies a way to modernize customer experience while building on existing CRM, support, product, data, Avaya, AI, 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 technology companies, deployment planning can account for product launches and incidents, distributed teams, and existing service commitments.

Model Context Protocol provides a standardized approach for connecting AI with enterprise systems, data, tools, and services. For technology companies, MCP can help AI work with appropriate context from CRM, technical support, product systems, knowledge, customer success, analytics, billing, and other authorized sources. It can also allow agentic AI to use approved tools and perform authorized actions. An open protocol reduces the need to create proprietary integrations for every combination of AI model and enterprise system.

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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

Tandem care combines AI and human expertise into a coordinated operating model. AI can gather information, summarize cases, search knowledge, analyze conversation context, suggest troubleshooting steps, and coordinate routine actions.

Technical professionals can focus on complex diagnostics, architecture, judgment, customer relationships, and new problems that require expertise. The objective is not to replace technical expertise. It is to make that expertise more effective and available where it creates the most value.

Why tandem care Is the new CX operating model

A support interaction can contain important signals about adoption, customer health, product friction, satisfaction, expansion, and renewal risk. Avaya Infinity can connect interaction context and workflows across customer-facing systems so authorized insights from support can inform customer success and other teams.

Likewise, support employees can benefit from appropriate customer success and account context when assisting a customer. The result is a more connected customer relationship rather than separate departmental interactions.

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 highly customized technical support and customer operations with years of routing logic, integrations, applications, workflows, and institutional knowledge. 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 technology companies to modernize around the 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, enterprise data, system and tool access, workflows, permissions, and execution. Technology companies can define which models can access which information and which tools they are permitted to use.

This becomes increasingly important as AI evolves from producing answers to taking actions across 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.

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.

Avaya works with Verint to provide workforce engagement capabilities and also supports integration with preferred WEM and WFM environments. This gives enterprises flexibility to build on workforce tools they already use rather than automatically replacing them.

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 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.

Yes. Avaya Infinity is designed around AI-agnostic orchestration so enterprises can work with multiple models and AI technologies.

Through an open ecosystem and MCP-based architecture, organizations can connect technologies from providers such as OpenAI, Google, Anthropic, and specialized AI partners while maintaining an orchestration and governance layer across the customer journey. This allows the organization to choose AI based on the use case rather than forcing every use case onto the same model.

Technical support is often slowed by fragmented context. The customer explains the problem to self-service, repeats it to the first employee, repeats it after escalation, and waits while each person searches separate systems for product, account, case, and knowledge information. Avaya Infinity can help connect those sources, preserve interaction context, support AI-assisted troubleshooting, orchestrate escalations, and trigger workflows across systems. The objective is to help the next resource continue solving the problem rather than starting over.

Large technology companies may support customers across many countries, languages, products, support tiers, and time zones. Avaya provides enterprise customer experience capabilities designed for complex distributed environments. Intelligent routing, digital engagement, AI assistance, multilingual capabilities, centralized orchestration, analytics, and flexible deployment can help organizations coordinate operations globally while supporting regional requirements.