Turn every audience interaction into a stronger connection
Connect the ever-changing needs of audiences, subscribers, fans, and employees
Media and entertainment experiences happen everywhere.
- A subscriber may be signing up for a streaming service, troubleshooting playback, changing a package, questioning a charge, watching a major live event, or deciding whether to renew.
- A fan may be buying tickets, asking about an event, arriving at a venue, purchasing merchandise, upgrading an experience, or contacting support after the event.
- A gamer may need account assistance, billing help, technical support, or information about a new release.
Behind these interactions can be subscription platforms, CRM, identity, billing, content services, ticketing, loyalty, commerce, advertising, digital applications, venue operations, customer service, and employees across the organization.
Avaya helps media and entertainment organizations connect audiences, employees, data, AI, applications, and workflows so those individual moments can become one coordinated relationship.
Personalize engagement, improve service, strengthen subscriber and fan loyalty, support major events, empower employees, and introduce AI-powered experiences while building on the technology ecosystem your organization already depends on.
Media and entertainment leaders create more connected experiences with Avaya
The New York Mets make every fan interaction part of the experience
Citi Field is more than a baseball stadium. It supports sporting events, concerts, meetings, private events, dining, ticketing, media, and other entertainment experiences.
The New York Mets use Avaya communications and analytics to help employees support fans, ticket sales, events, and venue operations.
During peak season, the Mets contact center handles approximately 25,000 inbound and outbound calls each week. Avaya also helped increase conferencing capacity by 400% and reduce relocation time by 66%.
Avaya Infinity for media and entertainment
Avaya Infinity can help media and entertainment organizations transform audience and employee experiences by bringing interactions, enterprise data, AI, employees, applications, and workflows together in an open orchestration environment.
Support cloud, hybrid, and on-premises modernization while activating capabilities across subscriber service, technical support, ticketing, fan engagement, retention, sales, loyalty, digital services, event support, and other audience journeys.
Automation and self-service
Use conversational and visual self-service, IVR, virtual assistance, proactive notifications, and workflow automation for routine subscriber and fan needs.
Voice and digital channels
Connect voice, chat, SMS, messaging, video, social, web, mobile, and other channels so audiences can engage through the experience that fits the situation.
AI and intelligent assistants
Use AI to gather information, summarize interaction history, surface knowledge, support self-service, assist employees, and coordinate appropriate next steps.
Workforce engagement management
Support recording, quality management, workforce optimization, forecasting, coaching, collaboration, and continuous improvement across audience-facing teams.
AI-enhanced workflow orchestration
Connect AI with authorized media and entertainment applications, enterprise data, tools, and workflows so audience understanding can become coordinated action.
AI analytics and insights
Analyze interactions, journeys, sentiment, processes, and outcomes to identify friction, changing audience needs, retention opportunities, and potential improvements.
Security, identity, and governance
Apply authentication, access controls, permissions, monitoring, auditability, data protections, and enterprise-defined AI guardrails.
Advanced routing
Use context, intent, customer attributes, subscription status, language, expertise, value, urgency, and organization-defined rules to connect interactions with the right employee, specialist, workflow, or AI resource.
Seamless transfers with full context
Carry appropriate context from self-service to AI to customer service, technical specialists, sales teams, venue employees, and other resources so audiences do not have to restart their interaction at every handoff.
Get a hands on look at Avaya Infinity
Discover how Avaya Infinity unifies your data, AI, and workflows so customer interactions become connected, real-time experiences your enterprise can control.
Create more connected audience experiences
Connect subscriber service, fan engagement, technical support, and event response with the information and expertise audiences need.
Make subscriber service effortless
Support subscribers from signup through renewal with connected, personalized service.
- Simplify onboarding, account access, and subscription questions.
- Connect billing and service information for faster resolution.
- Support proactive outreach, retention, and renewal.
Strengthen fan engagement
Connect fans before, during, and after every event.
- Assist with ticketing, event information, and planning.
- Connect guests with venue staff and support.
- Continue engagement through memberships, merchandise, and future events.
Improve technical support
Help audiences resolve account, device, streaming, and playback issues.
- Handle routine questions through AI and self-service.
- Route complex issues to the right specialist.
- Preserve context so customers do not have to start again.
Manage peak demand and service recovery
Keep audiences informed and supported during major events and service disruptions.
- Use automation to handle predictable spikes in questions.
- Share consistent, proactive updates across channels.
- Connect complex issues with human expertise and follow through on resolution.
When entertainment operations become critical, communications need to hold up
Not every media or entertainment communication is mission-critical.
- A routine office conversation is different from communications during a major live event.
- A subscriber question is different from a security incident at a packed venue.
- A scheduled production meeting is different from communications coordinating an operational problem during a live broadcast.
Media and entertainment organizations need everyday collaboration and customer service, but some environments should be designed around the consequences of communications failure.
Avaya Nexus can provide resilient critical voice infrastructure for those higher-stakes environments.
Live event operations
Support dependable communications among event, venue, production, technical, security, and management teams.
Broadcast and production operations
Provide resilient communications beneath operational environments where coordination and availability matter.
Venue operations
Connect appropriate employees across large entertainment facilities, stadiums, arenas, campuses, and other complex locations.
Security and incident response
Provide a resilient communications layer within broader emergency and security operations.
Business continuity
Use redundancy, failover, survivability, and distributed architecture as part of plans to maintain essential communications during disruption.
Critical customer service
Support environments where a major service event can cause extreme customer demand and immediate reputational impact.
Connect the systems behind every audience experience
Avaya Infinity brings interactions together with relevant information from enterprise systems so AI and employees can understand audience needs and coordinate the next step.
Subscription and billing systems
Connect plan, subscription, billing, and renewal information to help teams address account questions, resolve billing issues, and support subscription changes.
CRM and customer-service systems
Bring customer profiles, previous interactions, and open support cases into the conversation so teams understand what has already happened and continue service across channels.
Identity and access systems
Connect relevant identity and account-permission information to support authentication, account-access assistance, and appropriate routing.
Ticketing, commerce, and loyalty systems
Bring ticket purchases, orders, memberships, and loyalty information into fan interactions to support event questions, purchase assistance, and ongoing engagement.
Modernize your media and entertainment communications
- 1. On premises
- 2. Force-multiplier platforms
- 3. Composability
Powering media and entertainment transformation with hybrid cloud
Media and entertainment technology environments rarely fit into one architecture.
A major organization may operate streaming services, subscription platforms, broadcast environments, studios, venues, digital applications, contact centers, production systems, commerce, advertising platforms, customer databases, and infrastructure created across years of acquisitions and expansion.
Different workloads can also have very different requirements for latency, availability, security, scalability, and operational control.
Choose cloud, hybrid, dedicated, or on-premises approaches as part of a broader modernization strategy.
Extend established communications and enterprise systems while introducing AI, digital experiences, automation, and orchestration according to business priorities and operational requirements.
Modernization should fit the media enterprise, not force the media enterprise to fit the technology.
Connected entertainment through open, AI-driven orchestration
Connect audience interactions, enterprise data, AI, employees, applications, and workflows across the broader organization.
Avaya Infinity can help connect communications with authorized CRM, subscriptions, billing, identity, loyalty, commerce, ticketing, knowledge, customer service, and other media and entertainment systems.
With Model Context Protocol and open integration, organizations can make appropriate enterprise context and tools available to approved AI capabilities while retaining control over model choice, permissions, governance, and execution.
The result is AI that can participate in the audience journey rather than becoming another disconnected chatbot.
Composable architecture for an industry that constantly reinvents itself
Media and entertainment does not stand still.
- New distribution models emerge.
- Streaming services evolve.
- Audience behavior changes.
- New social and digital channels appear.
- Gaming becomes more connected.
- Sports organizations create new fan experiences.
- Content becomes more interactive.
Business models shift between advertising, subscriptions, commerce, ticketing, memberships, and other revenue streams.
Open APIs, Model Context Protocol, low-code and no-code workflows, enterprise data activation, and AI-enabled orchestration can help organizations create new audience experiences without requiring the entire technology estate to be replaced first.
Modernize individual journeys in phases.
Connect the systems where audience and operational context already lives.
Audience experience on their terms
Avaya Infinity connects audience interactions, media data, AI, employees, and workflows to create seamless, personalized experiences across channels and touchpoints.
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