Orchestrate policyholder experience for the AI age

Traditional CCaaS platforms can require insurers to adapt complex operations to a standardized cloud architecture. Avaya Infinity takes a different approach by connecting customer interactions, AI, enterprise data, existing systems, and workflows through a real-time orchestration layer.

That gives insurers a way to modernize customer experience while building on existing policy, claims, Avaya, data, and technology investments rather than treating the contact center as an isolated application.

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 insurers, deployment planning can account for claim surges, distributed teams, and existing service commitments.

Model Context Protocol provides a standardized way for AI to connect with enterprise systems, data, and tools. For insurers, that can help AI work with appropriate context from claims, policies, billing, CRM, knowledge, and other authorized systems instead of operating as a disconnected assistant.

It also gives insurers a more open way to introduce agentic AI without relying entirely on proprietary integrations tied to one AI provider.

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Avaya Infinity uses the Databricks Data Intelligence Platform and unified Lakehouse to create an AI-ready data foundation with centralized governance and audit trails.

For insurers, that can help bring together structured and unstructured interaction data with relevant enterprise information while maintaining centralized governance and auditability. Delta Sharing enables secure, zero-copy sharing of authorized data, helping AI and analytics use current context without creating another disconnected data silo.

Pre-built assets help business managers access insights, while automated AI Judges provide visibility into human and AI agent performance.

Hear more about our Databricks partnership

Tandem care combines AI and human employees into a coordinated operating model.

AI can support routine work by gathering information, summarizing interactions, surfacing relevant guidance, and coordinating next steps. Human employees can then focus their expertise on the moments requiring empathy, judgment, negotiation, reassurance, or complex problem-solving.

That balance can be especially important in insurance, where a routine policy question and a conversation with someone experiencing a serious loss require very different kinds of service.

Why tandem care Is the new CX operating model

Closed-loop experience means a policyholder need results in a clear, completed next step, not merely a successfully handled interaction.

Avaya Infinity can help orchestrate the journey from understanding the customer's need to triggering authorized action, routing work, coordinating AI or human follow-up, updating systems, and measuring whether the intended outcome was completed.

For insurers, that can connect the contact center more directly to processes across claims, policy servicing, billing, agent support, and other business functions.

Avaya Infinity brings inbound and outbound engagement into the same orchestration environment so insurers can make outreach more proactive, contextual, governed, and measurable.

Customer and event context can help drive communications around claim status, missing documentation, policy changes, billing, renewals, service events, or other appropriate next steps. Capabilities including campaign management, outbound preview mode, compliance controls, real-time campaign statistics, and operational reporting help organizations manage outreach more effectively.

See how AI-powered outbound changes customer engagement

Avaya Infinity supports cloud, hybrid, and on-premises deployment options.

For existing Avaya insurance customers, that provides flexibility to modernize in stages based on infrastructure strategy, security and data requirements, regulatory considerations, business continuity needs, and the readiness of individual workloads, rather than requiring a single all-at-once migration.

Because modernization does not have to begin with replacement.

CC Elite may already support critical policyholder, claims, agent, broker, and service operations. Avaya Infinity provides a path to build on that foundation by adding capabilities such as real-time AI, digital channels, connected enterprise data, workflow automation, and cross-system orchestration.

That allows insurers 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

AI operates within enterprise controls for access, data usage, permissions, oversight, and auditability. An open architecture also gives insurers greater flexibility over which AI models and technologies they use rather than making governance dependent on a single embedded AI stack.

As AI expands across policyholder journeys, those controls can help organizations govern how AI accesses information, performs authorized work, and interacts with human employees.

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 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.