Avaya (1)

Go from contact to connection. Transform the contact center from a series of surface-level interactions into the "center of customer connection" by unifying enterprise channels, insights, and workflows.

The Avaya Infinity platform is now the lead enterprise CX solution. It is a comprehensive platform designed specifically for the AI age.

• Intelligent Orchestration: Infinity provides a high-level orchestration layer that coordinates the entire customer journey across fragmented systems.
• Open AI Ecosystem: A key differentiator is the support for Model Context Protocol (MCP), which allows organizations to integrate their choice of AI technologies and data sources into a unified ecosystem. Avaya is a member of the Agentic AI Foundation which manages the evolution of the MCP protocol.

Designed for high-stakes environments where downtime is not an option, Avaya Nexus™ is the mission-critical voice platform built for always-on reliability and hardened security.

• Zero Downtime Architecture: Purpose-built for public safety, healthcare, and utilities with carrier-grade resiliency.
• Modernization with Control: Facilitates cloud-native advancement while maintaining existing hardware and workflows, avoiding "rip-and-replace" cycles.
• High-Fidelity Voice for AI: Delivers the precise signal required for accurate AI-driven transcription and analytics in regulated environments.

Avaya’s modernization strategy for existing customers is defined as "layering" modern capabilities over established infrastructure.

• Modernize Without Breaking Continuity: Instead of replacing mission-critical systems, enterprises use the Avaya Infinity platform to layer AI-driven orchestration over their existing voice investments (Avaya Aura and Avaya Nexus).
• The Hybrid Reality: This approach allows for a "hybrid" environment where core voice and routing remain stable while digital channels and AI workflows are modernized via the Infinity orchestration layer.