Turn every financial interaction into a connected experience
Build on your Avaya investment to connect customer interactions, financial data, AI, systems, and workflows in real time. Avaya Infinity helps financial services organizations bring greater context and continuity to account servicing, lending, payments, wealth management, and customer support.
When their money is on the line, be there
Bring the speed of AI and the reassurance of human expertise together. Avaya Infinity connects people, AI, and customer context to help your team respond when trust matters most.
Connect your financial services enterprise behind every customer interaction
Customers, members, and clients should experience one relationship, not a collection of channels, applications, departments, and systems.
Avaya brings together interaction context, enterprise data, AI, workflows, and resilient communications to help financial services organizations connect the experience with the business behind it.
Connect conversations with relationship context
Carry relevant identity, account history, intent, and conversation context across digital self-service, messaging, voice, AI, and human assistance. Help customers move between service teams and specialists without repeatedly explaining what they need.
Connect financial data to the moment
Bring authorized information from CRM, account servicing, payments, lending, fraud, and other connected systems into live interactions. Give employees and AI the context to understand the request and help determine the appropriate next step.
Connect AI to financial services workflows
Use Avaya Infinity’s native support for Model Context Protocol, or MCP, to connect approved AI models with authorized tools and workflows. Help AI retrieve information, update cases, coordinate follow-up, and assist with approved service actions while keeping access and high-stakes actions subject to organizational controls.
Connect critical communications to operations
Use Avaya Nexus™ to strengthen the voice foundation supporting contact centers, branches, advisory offices, fraud response teams, and financial operations. Maintain communications designed around resilience, governance, and operational control.
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Leading financial institutions gain an experience advantage with Avaya
Access Bank scales growth without sacrificing customer experience
Access Bank shows how a hybrid environment brings together voice, digital channels, video banking, conversational AI, and analytics to support customer engagement while managing the risks of modernization.
- 60 million customers
- 13 million transactions processed daily
- Voice response time reduced to 30 seconds
- Email response time reduced from more than 144 hours to under 7 hours
*Figures and outcomes reported in Avaya’s published customer story.
Standard Chartered delivers digital banking with a human touch
Standard Chartered uses Avaya to deliver personalized, consistent client service across digital and voice interactions worldwide.
The global bank has centralized approximately 10,000 contact center seats with Avaya across more than 40 locations, helping it simplify a complex international communications environment while giving customers greater choice over how they engage.
- 10,000 contact center seats centralized
- More than 40 locations equipped with Avaya contact center solutions
*Figures reported in Avaya’s published customer story.
Customer trust is earned in the interaction
Avaya’s 2026 consumer services research highlights the importance of responsive service, access to people, and experiences that reinforce customer confidence.
- 83% say speaking to a real person is critical when issues arise
- 60% expect live support in under six minutes
- 76% say CX is a deciding factor between financial brands
Orchestrate trust across the financial relationship
A customer may start in an app, ask a question through chat, call about a payment, and then need a lending specialist or financial advisor.
That should feel like one conversation.
Avaya Infinity connects voice and digital interactions with enterprise context, AI, applications, and workflows so the next step can build on what happened before.
Protect the connections that financial trust depends on
Built on Avaya’s enterprise voice foundation, Avaya Nexus provides secure, resilient communications for financial services organizations where availability, clarity, governance, and operational continuity are essential.
Modernize experiences while protecting business continuity
Move forward at the pace that works for your organization. Avaya Services helps financial institutions plan, integrate, optimize, and support complex communications environments while managing transformation risk and getting more value from existing investments.
From transaction center to Connection Center
Move beyond treating each contact as an isolated transaction.
Create a Connection Center that brings together customer context, AI, employees, and workflows to help each interaction strengthen the relationship.
Know the relationship
Give employees and approved AI relevant account, service, and interaction context so they can begin with an understanding of the customer.
Preserve the conversation
Help customers move between digital and human assistance without repeatedly explaining their situation.
Act on intent
Connect requests to authorized workflows so the interaction can progress toward a clear next step.
Keep people within reach
Use automation for appropriate routine tasks while making it easier to reach specialists when fraud, financial difficulty, complex questions, or important decisions require human judgment.
Create connected experiences across financial services
Banking and credit union services
Help customers and members navigate account servicing, access issues, routine inquiries, and appointments through connected self-service and employee assistance.
Payments and merchant services
Connect support journeys around payment questions, transaction status, account access, disputes, and merchant inquiries. Use authorized information and workflows to help the right team address the request.
Lending and mortgages
Bring inquiries, application updates, document requests, scheduling, and specialist assistance into a more continuous experience. Help applicants reach the right information without restarting at every handoff.
Wealth and investment services
Connect clients with advisors and service specialists who can access appropriate relationship and interaction context. Make routine support easier while preserving human expertise for complex or consequential conversations.
Fraud and account security
Connect alerts, approved authentication processes, customer context, and human support so customers can reach help when activity on an account raises concern.
Proactive service
Use authorized customer context to coordinate relevant reminders, service updates, appointment confirmations, and follow-up. Help customers understand what happens next before they need to contact you again.
Unlock the value of your financial data
Take an interactive tour of Avaya Infinity to see how you can unify channels, enhance security, and design more compliant, efficient workflows for your clients and members.
Resources for transforming financial services customer experience
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