Avaya has announced a new platform, Avaya Infinity, built to unify customer experiences within a hybrid contact center environment.
“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,”
Patrick Dennis, CEO, Avaya.
“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.”
Available today, Avaya Infinity introduces AI and orchestration into existing enterprise environments, connecting the channels, insights, technologies, and workflows that together create customer and employee relationships.
Avaya Infinity and Unifying Processes
Avaya Infinity is positioning itself to be a unified platform that can take a multitude of facets of contact centers into a single platform.
Its key offerings revolve around integrating multiple facets of communication.
It allows the connecting of channels, which brings together voice and digital mediums to ensure uninterrupted communication between customers and employees.
It also connects insights by unifying fragmented data, shedding light on customer and employee behaviors to facilitate more informed decision-making.
Furthermore, it connects technologies by merging AI, applications, and disparate systems into a cohesive ecosystem.
Lastly, it connects workflows by integrating and orchestrating every process to enable instant, hyper-personalized experiences that adapt to the infinite variety of customer journeys.
The platform also enables large global organizations to unlock their existing infrastructure investments while integrating technologies like AI and intelligent orchestration across their CX environments.
This is because Avaya Infinity works across private, on-prem, and hybrid environments.
It also allows them to take advantage of the platform’s AI-agnostic capabilities, selecting and switching among their AI tools of choice with complete flexibility and control.
“For decades Avaya has been the trusted partner for enterprises operating in complex, highly regulated industries and our largest customers have made it clear: rigid systems and AI experiments are holding them back,” Dennis explained.
“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.”
Avaya Fighting Back Against Bankruptcy
This new announcement from Avaya may be a surprise for industry observers.
Avaya has been making headlines since the beginning of the year for a host of reasons relating to its fight to stay in the black and avoid bankruptcy.
As part of a swathe of cost-cutting measures, the company announced it would be removing support for contact centers customers with fewer than 200 seats.
This was preceded by announcements that it would cut large numbers of its staff in the UK and close its flagship Middle East office in Dubai.
