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.

Avaya Infinity™ redefines how enterprises deploy, orchestrate, and scale innovation, delivering superior experiences for both customers and employees. It simplifies previously complex deployment environments, breaks down information silos, and supports rapid, large-scale delivery of intelligent, connected experiences.

Designed to reduce deployment complexity and enhance personalization, Avaya Infinity™ ensures technology investments are future-proofed to meet evolving business needs. This enables organizations to tackle today’s challenges while seamlessly preparing for the future.

By unifying the customer experience, Avaya Infinity™ transforms the traditional “contact center” into a true “connected center”: featuring flexible intelligent orchestration, dynamic routing, hyper-personalized experiences, and secure, seamless interactions across every channel — these are the core strengths of Avaya Infinity™.

#01 A Platform Built for Adaptability

At the heart of the Avaya Infinity™ platform lies a unified, modern architecture built on Kubernetes, capable of running on the same technology stack whether deployed on-premises or in the cloud.

Each instance is configured by default as a single-tenant architecture, offering enterprises enhanced data sovereignty and security, while delivering the flexibility, scalability, and agile deployment capabilities expected from cloud environments.

The Avaya Infinity™ platform is cloud-native and can be deployed on leading public clouds such as Azure, AWS, and GCP. It also supports edge computing technologies like Azure Local, AWS Outposts, and Google Distributed Cloud, enabling deployment within customers’ own data centers.

Additionally, the platform features built-in global redundancy and system resilience, empowering enterprises to operate reliably at a global scale.

#02 The Core Value of Intelligent Orchestration

The true power of Avaya Infinity™ lies in its intelligent orchestration. It enables business users to automate and personalize both customer and employee experiences through a unified no-code or low-code design interface—without the need for extensive IT resources or complex development processes. Even users with limited technical expertise can easily manage, optimize, and continuously improve workflows, helping organizations rapidly unlock value from the platform while reducing operational costs. This architecture provides the flexibility to ensure every interaction is secure, consistent, and personalized.

Unlike traditional systems that rely on static rule-based routing, Avaya Infinity™ offers event-driven dynamic orchestration, including:

• Automatically triggering workflows based on emotions, keywords, behaviors, or customer journey events, such as call summaries, notifications, and CRM updates after calls.

• Supporting real-time agent-triggered workflows.

• Seamlessly integrating with third-party systems through webhooks and APIs.

• Leveraging advanced AI and machine learning technologies to create forward-looking customer experiences.

• Capturing real-time data and embedding it into every stage of the customer journey, making interactions smarter and responses faster.

This intelligent orchestration is more than just a routing tool—it serves as the “nervous system” of customer experience. It extends beyond contact centers to back-end operations, enabling true end-to-end automation and intelligent support, regardless of where a journey begins, pauses, or ends. This ensures seamless handoffs at every touchpoint, delivering consistent, personalized, and efficient customer interactions.

#03 Redefined Omnichannel Experience

For Avaya Infinity™, the omnichannel experience is more than just a feature—it is a core design principle. It focuses not simply on switching channels, but on creating a seamless, continuous customer journey. Whether the conversation starts via chat and transitions to voice, or shifts to SMS or email, Avaya Infinity™ ensures consistent and coherent interactions throughout.

Customers never have to restart the conversation; they can seamlessly pick up right where they left off. Through real-time backend integration, agents gain full contextual insight, avoiding repetitive questions, reducing customer effort, and accelerating issue resolution. This continuity not only enhances customer satisfaction but also improves agent performance.

All channels are fully integrated, and all insights are unified. Avaya Infinity™ treats every interaction as a cohesive experience, supporting unified reporting, analytics, automation, and performance tracking. Currently, Avaya Infinity™ has fully integrated voice and digital channels, with plans to support more channels that customers expect in the future.

#04 Embrace AI Your Way

Artificial Intelligence is another key area where Avaya is redefining the customer experience. Avaya Infinity™ adheres to an AI-neutral principle, allowing businesses the freedom to orchestrate multiple AI models—including large language models (LLMs), vertical-specific AI, and specialized task models—without being locked into any single engine.

Within a single workflow, enterprises can:

• Integrate different LLMs based on context, customer segmentation, or business logic

• Utilize built-in A/B testing to evaluate the performance of various AI models

• Enable collaboration between AI agents and human agents to quickly and effectively meet customer needs

In the rapidly evolving AI landscape, Avaya Infinity™ demonstrates unique long-term adaptability, helping organizations strike the optimal balance between cost efficiency and performance.

#05 Honoring the Past, Embracing the Future

The Avaya Infinity™ platform is designed to deliver modern contact center capabilities to large, complex enterprises worldwide, while seamlessly integrating with existing investments.

As such, Avaya Infinity™ supports backward compatibility with Avaya Aura and Contact Center Elite, providing a smooth upgrade path.

Enterprise customers can:

• Integrate Avaya Infinity™’s digital and orchestration capabilities into their existing voice systems

• Utilize a modern, lightweight agent desktop

• Migrate queues, departments, or use cases to the Avaya Infinity™ platform gradually and on demand

#06 Secure, Resilient, Fully Ready

The deployment model of Avaya Infinity™ combines the agility of modern cloud with the control of on-premises deployment, meeting enterprise demands for security and privacy.

• Proactive multi-region deployment ensures resilient global operations

• Zero-downtime upgrades and high-availability operational architecture

• Supports deployment on public cloud or customer-owned data centers with a modern distributed computing stack

Whether supporting 500 or 50,000 contact center agents, Avaya Infinity™ flexibly adapts to cloud, on-premises, or hybrid deployment environments.

“Not just new, but revolutionary”

Avaya Infinity™ is not just a new product; it is the technological cornerstone of a new generation of customer experience. It integrates a modern omnichannel agent experience, powerful no-code orchestration tools, AI analytics powered by a data lake, a cloud media architecture with global elastic scalability, a best-in-class technology partner ecosystem, as well as industry-leading platforms like Avaya Aura and Contact Center Elite.

Avaya Infinity™ is truly a transformative platform. Whether you aim to upgrade legacy infrastructure, integrate cutting-edge AI technologies, or build a highly personalized customer journey, Avaya Infinity™ provides the robust support you need.