Avaya Announces New Contact Center Platform

Avaya has rolled out its new Avaya “Infinity” platform, designed to upgrade the functionality and efficiency of corporate contact centers by unifying the various strings of customer experiences into a more strategic resource. The platform injects AI and intelligent orchestration into existing enterprise environments, connecting channels, insights, technologies and workflows.

“Strong bonds are earned over time, interaction by interaction,” said Patrick Dennis, CEO of Avaya. “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.”

The platform promises to bring together voice and digital channels, combines fragmented data, and unifies AI, applications and disparate systems into a single ecosystem that delivers a more personalized customer experience.

Channel Impact^®
The net objective is to help partners and their customers to transform fragmented experiences into authentic connections that nurture relationships and build loyalty.