Avaya has unveiled the Infinity platform, an AI-infused, workflow-connected system designed to turn clunky customer service into seamless human connection.
Gone are the days of siloed channels, scattered data, and disconnected technologies. With Infinity, Avaya aims to rewire the very concept of the contact centre, reframing it as a “connection centre” where meaningful relationships take priority.
“Strong bonds are earned over time, interaction by interaction,” said Patrick Dennis, CEO, Avaya. “But the reality for the world’s largest businesses and public sector organisations is that too often investments in new technologies, channels and modalities meant to strengthen customer interactions actually splinter them. Avaya Infinity reverses this tide, collapsing silos and creating connections that transform the contact center from a vehicle for surface-level contact to the place where enterprise relationships deepen and expand.”
The platform is built to unify customer experiences across every touchpoint. It brings voice and digital channels together, ensuring smooth communication between customers and employees. It pulls fragmented data into one view, giving enterprises the insights they need to make faster, smarter decisions.
The platform also merges AI, apps, and legacy systems into a cohesive ecosystem that adapts easily to change. And it connects workflows in ways that enable hyper-personalised, real-time experiences, ones that reflect the reality of modern customer journeys.
Staying ahead of the curve
This launch could be interpreted as Avaya’s play to remain indispensable as businesses race toward AI, hybrid cloud setups, and personalised service at scale. Infinity supports innovation across on-premises, private, and hybrid environments, allowing organisations to evolve without sacrificing the systems they rely on for security and control.
What sets it apart is the flexibility it gives enterprises to work with the AI tools of their choice, and to evolve their infrastructure on their own terms. With Infinity, companies can scale and adapt without the trade-offs which means no more choosing between speed and stability, or between new capabilities and trusted systems.