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.

Avaya Infinity™ integrates modern technologies—including artificial intelligence (AI) and intelligent orchestration—into existing enterprise environments, interconnecting channels, insights, technologies, and workflows to build deeper relationships between customers and employees. With Avaya Infinity™, businesses can adapt to ever-changing customer and market demands with virtually limitless flexibility.

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Avaya CEO Patrick Dennis stated: “Strong customer relationships are built over time, through repeated interactions. However, for the world’s largest enterprises and public sector organizations, the reality is that investments in new technologies, new channels, and new models—intended to enhance customer engagement—often end up having the opposite effect. Avaya Infinity™ aims to change that by breaking down barriers and enabling true connectivity, transforming the contact center from a basic communication tool into a platform for deepening and expanding enterprise relationships.”

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A More Connected Experience, Stronger Customer Bonds

The Avaya Infinity™ platform empowers global enterprises and public sector organizations to strengthen customer relationships and unlock greater business value. It provides customers with advanced capabilities tailored to their specific needs, enabling more meaningful interactions while enhancing the quality of one-on-one relationships—often the key determinant of business success.

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Avaya Infinity™ enables connected customer experiences through the following capabilities:

Channel Connectivity: Unifies voice and digital channels to ensure seamless communication between customers and employees.

Insight Connectivity: Consolidates fragmented data to uncover interaction patterns between customers and employees, accelerating smarter decision-making.

Technology Connectivity: Integrates AI, applications, and fragmented systems into a single ecosystem, maintaining enterprise agility.

Workflow Connectivity: Orchestrates and integrates every workflow to deliver hyper-personalized experiences in real time, enabling limitless customer journeys.

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Ensuring Enterprise Stability, Achieving Ultimate Agility

Avaya Infinity™ exemplifies the power of true connectivity, significantly enhancing enterprise agility. The platform empowers large multinational organizations to fully leverage their existing infrastructure investments while seamlessly integrating technologies like artificial intelligence (AI) and intelligent orchestration into their customer experience (CX) environments.

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With Avaya Infinity™, enterprises no longer have to choose between the flexibility and speed of the cloud and the security and data privacy of on-premises solutions. Now, they can drive innovation almost infinitely across private cloud, on-premises, and hybrid environments. In doing so, organizations can maintain sovereignty, stability, and control over their data—while benefiting from the platform’s open and interoperable AI capabilities, allowing them to flexibly adopt and switch between preferred AI tools to achieve the agility and control they need.

For over a decade, Avaya has been a trusted partner to complex, highly regulated industries. Our core customers have made it clear: rigid systems and experimental AI are holding them back. They need a Connection Center that supports modernization on their own terms—without compromising control, scalability, or security. As Dennis stated: “Avaya Infinity™ unlocks new possibilities for enterprises today by enhancing the value of their existing investments and accelerating their journey toward that goal.”

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