Avaya has announced that its Infinity platform will support Anthropic’s Model Context Protocol (MCP) by Q4 2025.
“The largest and most complex organizations must be able to leverage new tools, models, and technologies as the world realizes the full potential of AI in real time,”
Patrick Dennis, CEO, Avaya, said.
“That’s why we decided to accelerate what was an MCP moonshot, an innovation-first initiative, into our Infinity platform 2025 roadmap.”
With this announcement, Avaya aims to give customers more choice and flexibility in connecting AI and data across their entire workflows within the Infinity platform.
MCP’s Role in Enterprise Communications
Model Context Protocol, developed by Anthropic, is an open protocol that standardizes how applications provide context to LLMs. This helps AI models securely interact with external tools, data sources, and APIs while maintaining context throughout interactions.
For Avaya Infinity, this means the platform can now orchestrate workflows that adapt in real time rather than following predetermined decision trees.
Traditional contact center and UC platforms operate on static routing rules and predefined workflows. When a customer calls, the system follows branching logic based on limited data points—time of day, caller ID, and previous interaction history stored in the CRM.
MCP changes this paradigm by allowing large language models to access and synthesize information from multiple sources simultaneously.
“Customers need AI that understands who it’s speaking to, what matters now, and how to align every response to their unique business logic and customer expectations. Through Avaya, that’s what MCP makes possible,”
David Funck, Chief Technology Officer, Avaya, said.
The technical implementation involves connecting the Infinity platform to diverse data repositories—CRMs, knowledge bases, electronic health records, financial systems—and allowing AI models to query and correlate information across these sources in near real time.
This enables Infinity users to provide their customers with what Avaya describes as “hyper-personalized experiences,” as all their points of interaction across various systems can be brought into the platform.
The Databricks partnership adds crucial enterprise-grade data governance capabilities. This collaboration addresses a key enterprise concern: how to deploy AI tools that access sensitive customer data while maintaining compliance, audit trails, and fine-grained access controls.
This acknowledges a major concern for enterprises breaking down silos: keeping track of data at all times.
From Static Workflows to Dynamic Customer Orchestration
The MCP integration stands to unlock several transformative use cases.
Consider a healthcare scenario where a patient calls about a billing inquiry while simultaneously having an active treatment plan.
With MCP, the AI can instantly access the patient’s EHR, insurance information, billing history, and current treatment protocols located on another platform to provide contextual responses that address not just the immediate billing question but also proactively surface relevant information about upcoming appointments or treatment requirements.
In financial services, this translates to AI systems that can correlate market conditions, customer portfolio performance, regulatory changes, and personal financial goals during a single interaction.
Rather than transferring customers between departments or requiring multiple authentication steps, the AI maintains context across all relevant data sources while ensuring compliance with privacy regulations.
The technology enables what Avaya terms “contextual experiences that create enduring connections.” This goes beyond traditional personalization—which typically involves inserting a customer’s name or referencing previous purchases—toward true contextual intelligence that understands customer intent, historical patterns, and business logic simultaneously.
For enterprises managing complex customer journeys across multiple touchpoints, MCP support means AI agents can maintain context as customers move between voice calls, chat sessions, email interactions, and self-service portals.
The system remembers not just what was discussed but also the emotional context, business constraints, and outcome preferences that shaped those interactions.
Positioning for the Enterprise AI Era
Avaya’s MCP adoption represents a strategic bet on open AI architectures over proprietary solutions.
By supporting MCP, Avaya enables customers to choose AI models from hyperscale cloud providers or emerging innovators without redesigning their communication workflows.
This open approach addresses a growing enterprise concern about vendor lock-in, forcing them to shop around for interoperability rather than best-in-breed solutions. Organizations that invest heavily in AI-powered communication platforms want assurance they can adapt as AI technology evolves.
Avaya’s commitment to model-agnostic integration provides this flexibility, while its partnership with Databricks helps maintain centralized governance and security controls.
As enterprises move beyond pilot AI projects toward production deployments, they’re demanding platforms that can scale across complex organizational structures while maintaining compliance and control.
Looking ahead, this strategy positions Avaya to capture value as enterprises transition from department-specific AI tools toward integrated AI platforms spanning customer service, sales, marketing, and operational functions.
