Rearchitecting technology customer experience for the MCP generation

AI is transforming how technology companies serve customers, support users, empower employees, and operate across increasingly complex digital environments. But one question stands above the rest: Who controls the future of your customer and employee experiences, your company or your technology vendors? At Avaya, we believe the answer should be you. That is why we are embracing the open future of AI, building the Avaya Infinity® platform to support Model Context Protocol (MCP). It is the right move for technology companies that need to innovate quickly without abandoning trusted systems, proprietary data, established workflows, or the security and governance requirements that protect customers and intellectual property.

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For too long, bringing AI into technology customer experience has meant choosing between two difficult options:

• Lock in to a single provider's closed ecosystem, limiting flexibility as AI models, products, customer expectations, architectures, and business strategies evolve.
• Create costly, one-off integrations across CRM, support platforms, product telemetry, subscription systems, knowledge bases, developer tools, identity platforms, data environments, and other applications.

This false choice slows innovation and adds complexity to technology environments that are already evolving rapidly. It can also fragment the experience for customers and employees when information is distributed across products, clouds, platforms, and business systems.

Enter MCP, an open, vendor-agnostic standard designed to help AI models interact with tools, data, and operational logic securely and at scale. Think of MCP as a universal connection layer for AI. Instead of building a different connection between every model and every technology system, organizations can create a standardized way for approved AI capabilities to access the context and tools they need. As the AI ecosystem evolves, this approach can give technology companies greater freedom to innovate while maintaining control over the systems, data, workflows, products, and customer relationships that differentiate their business.

MCP enables AI systems to operate with dynamic awareness of customer, employee, session, product, account, and technical context. For Avaya Infinity, this means AI models can deliver experiences informed by relevant information across complex technology environments. A technical support interaction could draw upon approved CRM, product telemetry, entitlement, knowledge, case history, and interaction data while respecting the permissions governing each source. That level of contextual intelligence can be especially valuable for technology companies managing thousands of customers, users, products, services, employees, workflows, integrations, and support interactions across multiple regions and channels.

A typical technology company may have dozens or hundreds of tools and data sources, including CRM, customer support platforms, product telemetry, subscription management, entitlement systems, developer tools, identity services, knowledge bases, observability platforms, data environments, and workforce applications.

At the same time, multiple AI models, copilots, applications, and agents may need controlled access to those systems. Before MCP, connecting each system to each AI model could require its own point-to-point integration. As the number of systems and AI capabilities grows, so does the development effort, maintenance burden, complexity, and technical debt. MCP changes that paradigm by introducing a standardized intermediary layer. Instead of solving an increasingly complex N x M integration problem, technology companies can move toward a more scalable N + M model.

Each enterprise tool can expose approved capabilities through an MCP server, while AI models and applications connect through MCP clients. Once components can communicate through MCP, technology companies gain a more flexible foundation for connecting AI with existing and future systems. That can dramatically reduce redundant integration work while protecting investments already made in the technologies, platforms, products, and workflows that support customers today.

This matters because technology customer journeys rarely live in one application. A single support interaction may touch communications, CRM, case management, product telemetry, entitlement, subscription systems, identity, knowledge, engineering tools, and analytics. Avaya Infinity with MCP can help connect those technologies, insights, channels, and workflows so technology companies can modernize the experience without requiring the entire technology environment to be replaced first.

With MCP, Avaya Infinity users can unlock deeper business value by giving AI access to more relevant context and approved enterprise capabilities.

For technology companies, that can mean faster issue resolution, more informed support interactions, more proactive customer success, more efficient employee workflows, more natural conversations, and better continuity throughout the customer lifecycle.

MCP creates the foundation for generative and agentic AI that is not simply intelligent, but situationally aware of the customer, user, account, product, technical environment, service history, and permissions surrounding an interaction.