On July 11, 2025, despite a Red Rainstorm Warning and the suspension of classes across Hong Kong, the first stop of the Avaya Journeys Asia-Pacific Roadshow — the Hong Kong event — was held as scheduled and concluded successfully. Centered around the new Avaya Infinity™ platform, the event brought together over a hundred partners and customers from cities including Beijing, Shanghai, Taipei, Hong Kong, Macau, Guangzhou, Shenzhen, and Hangzhou. Participants explored how innovations in artificial intelligence, cloud communications, and customer experience can empower business transformation and create sustainable commercial value.

Today’s enterprise contact centers are at a critical point of transformation. Customers increasingly expect seamless and highly personalized experiences across every channel, yet many organizations struggle to meet these demands due to long-standing technical debt, fragmented systems, and complex operations. The launch of Avaya Infinity™ represents not just a solution but a transformative leap forward for enterprise contact centers. It is designed to deliver intuitive and efficient customer experiences across all channels, enhance connectivity, and drive tangible business value.

Customer Experience (CX) is a critical differentiator in today’s competitive landscape—but the path to CX excellence is far from straightforward. With diverse touchpoints, non-linear journey paths, and constantly evolving customer preferences and behaviors, delivering a consistent, end-to-end experience has become increasingly challenging.

Leveraging AI Insights to Safeguard Privacy and Security in Modern Contact Centers In today’s fast-evolving world of enterprise communications, data has become the driving force behind modern contact centers. AI-powered insights enable organizations to anticipate customer needs, deliver personalized interactions, and make real-time decisions—boosting both efficiency and customer satisfaction. However, the rising demand for data privacy and increasingly stringent security standards pose significant challenges. How can contact centers harness the power of real-time insights while preserving the trust of their customers?

Recently, Avaya officially launched the new Avaya Infinity™ platform. This platform is designed to unify fragmented customer experiences and help businesses transform their contact centers into Connection Centers, further strengthening their most valuable customer relationships.

Recently, global customer experience (CX) leader Avaya and Forrester Consulting jointly released a groundbreaking research report titled “From Automation to Orchestration: The AI-Powered Future of Customer Experience.” This report provides an in-depth analysis of how artificial intelligence (AI) is reshaping customer experience in contact centers and offers insights into the latest trends and key challenges enterprises face in implementing AI.

In today's highly competitive business environment, providing exceptional customer service has become a key factor for businesses to stand out. Traditional customer service centers face challenges such as high labor costs, low efficiency, and poor customer experiences. The rise of artificial intelligence (AI) technology has brought about a revolutionary change for customer service centers, from speech recognition to sentiment analysis. AI is making customer service smarter, more efficient, and more empathetic.

We are at the forefront of AI transformation in contact centers, offering cutting-edge solutions that completely change the way contact centers operate. AI has become a powerful tool, providing a range of applications that can automate daily tasks, enhance customer experiences, and increase overall operational efficiency.

We are at the forefront of AI transformation in contact centers, offering cutting-edge solutions that completely change the way contact centers operate. AI has become a powerful tool, providing a range of applications that can automate daily tasks, enhance customer experiences, and improve overall work efficiency.

New generative AI technology is continuously sparking interest in the future of customer experience (CX), with the potential to transform how brands interact with their customers.