Orchestrate every traveler journey from booking to destination

Traditional CCaaS platforms may require transportation organizations to move complex passenger operations into a standardized cloud architecture.

Avaya Infinity takes a different approach by connecting interactions, AI, passenger and fleet data, existing transit systems, employees, operators, and workflows through a real-time orchestration layer.

That gives transportation companies a way to modernize customer experience while building on existing operator systems, connected fleet platforms, CRM, Avaya infrastructure, billing systems, service applications, integrations, 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 transportation and mobility organizations, deployment planning can account for weather-related travel disruptions, distributed teams, and existing service commitments.

Transportation customer journeys cross many systems and organizations. A single service issue might involve the passenger, fleet operator, transit authority, ground transport provider, claims system, inventory, billing relationship, and station resources.

Answering the traveler's question is only one part of the experience. Orchestration connects the systems, data, employees, AI, and actions required to help deliver the actual customer outcome.

Model Context Protocol provides a standardized way for AI to connect with enterprise systems, data, tools, and APIs.

For transportation organizations, MCP can help AI work with appropriate context from CRM, connected fleet systems, station applications, claims, billing, disruption management, schedule planning, knowledge, and other authorized sources instead of operating as a disconnected assistant.

An open protocol also gives transportation companies greater flexibility to evolve AI technologies without creating proprietary integrations for every model, fleet platform, and enterprise application.

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Tandem care combines AI and human employees into a coordinated operating model. AI can gather information, summarize itinerary history, search knowledge, assist with routine rebooking, provide status information, and coordinate workflows. Transportation professionals can focus on complex travel disruptions, stranded passengers, high-value bookings, safety-sensitive situations, service recovery, and moments requiring expertise or empathy.

The objective is not to remove people from the ownership journey. It is to make human expertise more effective when the customer needs it most.

Why tandem care Is the new CX operating model

Travel disruption management is one of the clearest examples of why context and orchestration matter. A stranded traveler may need booking verification, location confirmation, itinerary details, delay status, alternative connections, dispatch, arrival updates, and follow-up.

Infinity can connect the customer interaction with authorized systems, AI, employees, and workflows so the experience can move from "I need help" toward coordinated action.

AI can help gather information from the customer, interpret the situation, access authorized knowledge and customer context, and help classify the type of assistance required.

Where integrations and policies permit, other fleet or schedule context could also contribute to the workflow.

Safety-sensitive situations or uncertain cases can be routed to appropriate human employees.

The front-line operator remains one of the most important human touchpoints in transportation.

Infinity can help connect digital and contact center journeys with operator workflows so relevant context can move with the traveler.

A customer who researches a route, schedules a trip, asks a ticketing question, books service, or reports a delay should not have to recreate the journey each time they reach another part of the organization.

A rebooking or schedule change may depend on passenger preferences, itinerary details, station location, seat or capacity availability, ticket rules, connections, previous trip activity, and the reason for the change.

Infinity can orchestrate appropriate data and workflows across connected systems to help AI and employees identify options and advance authorized scheduling processes during the interaction.

Where integrations, traveler permissions, data policies, and applicable requirements permit, connected fleet information can provide useful context during passenger interactions.

This might include relevant schedule events, route information, software context, or telemetry signals.

Infinity can help make appropriate data available to AI and employees when the travel journey requires it rather than creating another disconnected transit-data silo.

Customer service does not always have to begin when the passenger calls. Authorized schedule, delay, disruption, connection, or other events can trigger workflows that notify passengers, provide relevant information, recommend appropriate next steps, or help rebook travel. This can help transportation organizations move from reactive support toward proactive traveler care.

Avaya provides proactive customer care capabilities that include automated service disruption notifications and response tracking.

Transport providers can connect authorized schedule and passenger information with outbound engagement and workflows to help identify affected travelers, communicate appropriate information, track response, and escalate situations requiring additional support.

This turns disruption communication into a coordinated customer journey rather than an isolated alert.

Claim interactions can cross passenger information, booking identification, itinerary, delay history, entitlement, refunds, operator systems, approvals, and rebooking.

Infinity can help orchestrate those systems and workflows so AI and employees have appropriate context and can move the process forward without requiring the customer to navigate the organization.

Transportation relationships may also include ticketing, passes, payments, account service, subscription updates, and route changes.

Infinity can connect authorized billing and passenger context with voice, digital engagement, AI, employees, and workflows to create more continuous experiences.

Financial information and transactions remain subject to the organization's security, regulatory, data, and access requirements.

Avaya can orchestrate specialized payment technologies as part of the customer journey. This can allow a customer to move from conversation or AI assistance into an appropriate secure payment process and then continue the interaction afterward without unnecessarily restarting the experience. Specific payment capabilities and compliance requirements depend on the service and technologies being deployed.

Electric transit introduces additional customer experiences around charging infrastructure, range, software, fleet performance, schedule adjustments, and new operational behaviors.

Infinity can connect appropriate customer, vehicle, charging, knowledge, service, and enterprise context to help AI and employees better understand the customer's situation.

As EV technologies continue evolving, open orchestration can help automotive organizations add new systems and capabilities without rebuilding the entire customer experience.

Mobility relationships increasingly extend beyond a traditional vehicle purchase.

Subscriptions may involve vehicles, connected services, software features, charging, roadside support, insurance, maintenance, or other mobility services.

Infinity can connect interactions with authorized subscription, account, vehicle, payment, and service context to help organizations coordinate onboarding, support, renewal, upgrade, and cancellation journeys.

As transit networks become more software-defined, passenger questions increasingly involve digital ticketing, app features, subscriptions, updates, real-time tracking, and digital services.

Infinity can connect the customer interaction with appropriate vehicle, software, account, knowledge, and technical support context so AI and employees can provide more relevant assistance.

The passenger experience can therefore evolve along with the transit system rather than remaining centered only on traditional schedule inquiries.

A connected transit disruption can rapidly generate passenger questions across voice, digital channels, stations, and support organizations. Infinity can connect current incident context with self-service, AI, intelligent routing, proactive engagement, employee guidance, and workflows. This can help provide more consistent information and reduce unnecessary customer effort while the incident is being resolved.

Global transportation organizations serve passengers, operators, and employees across languages, countries, and regions. AI-powered multilingual capabilities can help reduce language barriers across customer interactions while intelligent routing can connect customers to specialized employees when necessary. This is particularly valuable for global disruption, connected fleet, premium support, and passenger care operations.

The traveler relationship can last for years. Travel history, booking patterns, interaction history, connected services, loyalty status, and other authorized context can help organizations better understand the relationship as passengers plan future travel. Infinity can help orchestrate proactive engagement and appropriate employee involvement around moments that may influence retention and repeat bookings.

Customer experience can contribute directly to revenue through bookings, ancillary services, upgrades, subscriptions, loyalty programs, and repeat travel. Infinity can connect customer context with appropriate recommendations, proactive engagement, workflows, and human expertise to help identify opportunities while keeping the experience relevant to the customer's needs.

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

Transportation organizations can define which AI models are allowed to access specific information and which actions those models may perform. This becomes increasingly important as transportation AI moves from answering questions to interacting with connected fleets and 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.

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

For transportation organizations, this provides flexibility to modernize different workloads according to architecture strategy, security requirements, passenger and fleet data policies, existing systems, station environments, operational dependencies, and business continuity requirements.

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 traveler care, station, billing, disruption, and connected fleet 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 passenger and fleet data, workflow automation, and cross-system orchestration. That allows transportation organizations to modernize the journeys that matter most while protecting the value of existing investments.

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

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.