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Avaya Transforms Contact Centers with New Infinity Platform

Avaya Infinity is a new platform designed to unify fragmented customer experiences by blending AI, intelligent orchestration, and existing business systems. Learn how Infinity helps enterprises and public sector organizations build deeper customer connections, adapt flexibly to market changes, and modernize their contact centers without disrupting infrastructure.

Written By: Allison Francis

Apr 25, 2025

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Avaya just released its new Infinity platform, which is designed to solve the problem of “fragmented” customer experiences. The platform helps businesses transform their contact centers into what they’re calling “connection centers” that build stronger relationships with customers.

Infinity is designed to blend AI and intelligent orchestration into existing business systems, connecting previously siloed channels, insights, technologies, and workflows that shape both customer and employee relationships. The platform gives organizations the adaptability to deal effectively with changing customer needs and market demands. This flexibility allows businesses to evolve without having to gut and replace their entire infrastructure.

“Strong bonds are earned over time, interaction by interaction,” Avaya CEO Patrick Dennis said. “But the reality for the world’s largest businesses and public sector organizations 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.”

Essentially, the new platform helps big companies and government agencies build better relationships with their customers. It lets people connect with businesses in ways that work best for them—breaking down barriers and making conversations feel more personal and actually helpful.

The connection advantage

Infinity brings together elements that usually work separately. It connects phone calls with messaging and online interactions so conversations flow naturally as customers move between channels. The platform also makes sense of customer information that’s usually scattered across systems, helping staff understand needs and preferences more much more clearly. It combines AI tools with existing systems and coordinates all the behind-the-scenes processes, which creates experiences that feel personal and responsive to each customer’s situation.

To Infinity and beyond

Infinity also resolves a common dilemma for large organizations—they no longer have to choose between being adaptable or stable. The platform works with technology they’ve already invested in while making it easier to incorporate new capabilities like AI.

Companies can also deploy Infinity in ways that gel with their specific requirements, keeping sensitive operations on their own servers while getting the flexibility that you typically have with cloud solutions. And, unlike platforms that lock you into specific AI providers, Infinity lets organizations choose and bounce between AI tools as their needs evolve.

“Our largest customers have made it clear,” Dennis said. “Rigid systems and AI experiments are holding them back. They need a connection center that lets them modernize on their terms—without giving up control, extensibility, or security. By extending the value of their existing investments, Avaya Infinity expands the possibilities of who enterprises are today and accelerates the best of what they can be next.”

When it comes to shaping both customer and employee relationships, AI and intelligent orchestration are coming more and more into play. Read our guide to discover how MSPs can facilitate AI adoption for enhanced business operations and growth.

Allison Francis

Allison is a contributing writer for Channel Insider, specializing in news for IT service providers. She has crafted diverse marketing, public relations, and online content for top B2B and B2C organizations through various roles. Allison has extensive experience with small to midsized B2B and channel companies, focusing on brand-building, content and education strategy, and community engagement. With over a decade in the industry, she brings deep insights and expertise to her work. In her personal life, Allison enjoys hiking, photography, and traveling to the far-flung places of the world.

Avaya Transforms Contact Centers with New Infinity Platform

The connection advantage

To Infinity and beyond

Allison Francis

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