Avaya Launches “Avaya Infinity™” with ShihYu to Usher in Intelligent Communications
From left: Robert Liu, General Manager of ShihYu’s Avaya Business Unit; Cameron Thomson, Avaya International Vice President; Lily Fu, Avaya Vice President for Asia Pacific; and Sophia Pang, Channel Director for Greater China and Korea. Photo courtesy of Avaya.
Avaya, a company dedicated to enterprise communications and customer experience, held its “Avaya Infinity™ Launch Event” in Taipei today. The all-new Avaya Infinity™ platform removes silos, unifies experiences, and transforms traditional contact centers into “connection centers” that strengthen relationships and generate value.
This event marks a new chapter for Avaya in the Taiwan market and signifies a new business model in which ShihYu Co. officially becomes Avaya’s exclusive distributor in Taiwan.
Group photo of the Avaya team. Third from left: Robert Liu, General Manager of ShihYu’s Avaya Business Unit. Fourth from right: Cameron Thomson, Avaya International Vice President; Lily Fu, Avaya Vice President for Asia Pacific; Sophia Pang, Channel Director for Greater China and Korea; and Jiancao Liu, Customer Engineer for Avaya Greater China and Korea. Photo courtesy of Avaya.
As a global leader in enterprise communications and contact center solutions, Avaya has long been committed to helping businesses create stable, efficient, and flexible customer interaction experiences. With the rapid adoption of AI, cloud technologies, and hybrid work, enterprises’ needs have evolved from “multi-channel response” to “full omnichannel integration,” while also seeking deeper customer insights and more responsive real-time engagement. In response to this trend, the latest Avaya Infinity™, built around the concept of “One Platform, Infinite Possibilities,” integrates voice, messaging, email, social media, and AI virtual assistants into a single interface, enabling service teams to manage the entire customer journey from one unified platform.
Cameron Thomson, Avaya’s International Theater Leader, stated:
“Demand for high-quality customer engagement solutions is accelerating in Taiwan. We believe that through our partnership with ShihYu, more enterprises will be able to seamlessly adopt Avaya Infinity™, building a new customer experience ecosystem powered by AI and cloud technologies.”
Lily Fu, Avaya’s Vice President for APAC and Greater China, added:
“With the new Avaya Infinity™ platform, we empower a B2B2C business model that enables enterprise customers to build stronger and lasting relationships more easily and achieve their customer-centric digital transformation goals. Avaya Infinity™ is not just an integration tool—it is a solution that drives data analytics and intelligent decision-making, enabling service teams to evolve from passive response to proactive insights and real-time engagement.”
Robert Liu, General Manager of the Avaya Smart Communications Division at ShihYu Co., said:
“We are honored to become Avaya’s exclusive distributor in Taiwan and will continue to work with the existing reseller ecosystem to serve our extensive customer base. Avaya has been in Taiwan for more than 25 years—dating back to the Lucent era—with outstanding voice communications, continuous innovation, and ICT value-added services. With the support of our professional reseller network, we are confident that more enterprises will be able to accelerate transformation and reshape their contact centers into value-creating ‘connection centers.’”
Group photo of attendees at the Avaya seminar. Photo courtesy of Avaya.
Key features of Avaya Infinity™ include:
- Omnichannel Integration: Manage voice, messaging, social media, and email interactions through a single platform for a true omnichannel experience.
- AI-Driven Intelligent Services: Powered by natural language understanding (NLU) and machine learning to automatically identify customer needs and provide real-time suggestions or responses.
- Cloud and Hybrid Architecture: Supports private, public, and hybrid deployments to meet industry-specific requirements while ensuring security and scalability.
- Data Analytics and Feedback Mechanisms: Built-in dashboards and analytics tools enable real-time monitoring of service quality, customer satisfaction, and operational efficiency.
- Infinity Workflow: A powerful built-in workflow engine that allows businesses to design, automate, and manage service processes with ease. Whether handling calls or online chats, it executes actions based on rules, routing customers to the right flow. It also integrates seamlessly with external systems such as Salesforce and internal APIs—without complex coding—enabling automated data retrieval and task execution to significantly enhance customer experience and operational efficiency.
The seminar sponsors showcased Avaya’s five major application solutions, drawing significant attention from attendees. Photo courtesy of Avaya.
The launch event was held on November 14 at the Courtyard by Marriott Taipei Downtown, bringing together industry experts, enterprise users, and technology partners. Avaya’s International Theater Leader Cameron Thomson opened the event, followed by Lily Fu’s introduction of Avaya’s customer support resources and structure in Taiwan. Engineers responsible for Avaya’s Greater China region also presented Avaya’s product portfolio strategy and the core technologies behind Avaya Infinity™, while senior consultants from ShihYu showcased real-world use cases to demonstrate its powerful integration capabilities.
Since its establishment, ShihYu has focused on communications system integration, cloud architecture planning, and enterprise technical support services, serving customers across finance, technology, manufacturing, and public sectors. Its partnership with Avaya further strengthens its position in enterprise communication solutions and highlights ShihYu’s long-term commitment to smart customer service and cloud transformation markets.
Robert Liu, General Manager of ShihYu’s Avaya Business Unit, was also the driving force behind the seminar. Photo courtesy of Avaya.
Avaya is a global leader in enterprise communication solutions, helping major organizations and government agencies build reliable, secure connections. As a leading global provider of contact center solutions with customers in over 190 countries, Avaya leverages innovative software, cloud technologies, and AI to deliver efficient, intelligent, and secure customer engagement experiences.
ShihYu Co. is a solution provider specializing in enterprise communications integration and technical support, offering resellers complete services from system deployment and customized development to post-maintenance operations. With its core values of integrity, professionalism, and innovation, ShihYu is dedicated to accelerating enterprise digital transformation and enabling efficient, intelligent operations.
