Avaya Infinity
Last Updated
Overview
Avaya Infinity helps enterprises unify customer experiences through AI-driven workflows, omnichannel interactions, and intelligent orchestration. While initial setup may take some time, the software supports flexible deployment across cloud, on-prem, and hybrid environments. Overall, it is a suitable solution for large organizations that manage complex contact center operations.
Avaya Infinity Specifications
- Call Recording
- Call Monitoring
- Call Reporting And Analytics
- CRM Integration
Avaya Infinity Features
AI-Driven Omnichannel Workflows
The platform uses AI-driven workflows to manage interactions across multiple communication channels. It enables workflow and task automation that orchestrates customer journeys in real-time, helping organizations manage conversations more consistently across digital and voice touchpoints.
Personalized Customer Experiences
The software converts fragmented data into actionable, real-time context to support personalized experiences for customers and employees. Avaya Infinity unifies data and systems to deliver contextual, continuous customer journeys that adapt based on interactions and engagement history.
Intelligent Orchestration
The platform supports rapid adaptation through AI-agnostic orchestration with built-in support for Model Context Protocol. Avaya Infinity enables organizations to manage multiple AI models, balance cost and performance, and apply guardrails while orchestrating intelligent customer interactions at scale.
Unified Cloud And On-Prem Architecture
Avaya Infinity delivers the advantages of cloud deployment while maintaining the security and data sovereignty of on-prem environments. The software uses one universal, modern architecture and code base, allowing organizations to deploy and operate consistently across cloud, on-prem, and hybrid environments.
Pros And Cons of Avaya Infinity
Pros
Scalable for large enterprise contact centers
Reliable technical support and assistance
Strong integration with multiple systems
Cons
Initial setup can be time-intensive
Deployment requires careful planning
Avaya Infinity Reviews
Total 10 reviews
4.2
All reviews are from verified customers
Rating Distribution
5
Stars60%
4
Stars20%
3
Stars10%
2
Stars0%
1
Stars10%
Share your experience
Telecommunications, 51-100 employees
“frustrating to implement”
Pros
It does a solid job with enterprise voice features and reporting which are probably its strongest points.
Cons
Deployment, configuration and integration are all overly complicated and that complexity makes the platform frustrating to work with.
Rating Distribution
Ease of use
1
Value for money
2
Customer Support
3
Functionality
1
Small Business, 11-50 employees
“user friendly platform”
Pros
Using this platform feels easy, with no complicated features getting in the way.
Cons
The color scheme and overall look feel outdated.
Rating Distribution
Ease of use
9
Value for money
7
Customer Support
7
Functionality
10
Network Administrator, N/A employees
“feature packed tool”
Pros
The flexibility and mobility are a huge plus and the platform also comes with a strong set of features that make it very capable.
Cons
I've been running into authentication errors quite often which has been frustrating.
Rating Distribution
Ease of use
10
Value for money
9
Customer Support
10
Functionality
10
Frequently Asked Questions
Does Avaya Infinity have a mobile app?
No, Avaya Infinity does not offer a dedicated mobile app.
What types of pricing plans does Avaya Infinity offer?
The estimated Avaya Infinity price plans range from $35/user/month to $89/user/month. Get a detailed Avaya Infinity cost breakdown tailored to your specific requirements.
What level of support does Avaya Infinity offer?
Avaya Infinity offers support through articles and videos, an IT ticketing system, and live chat.
Does Avaya Infinity offer an API?
Yes, Avaya Infinity offers an API.
What language does Avaya Infinity support?
Avaya Infinity supports English, French, German, Italian, and Spanish languages.
What other apps does Avaya Infinity integrate with?
Avaya Infinity integrates with Verint.
Who are the typical users of Avaya Infinity?
Avaya Infinity features are used by organizations across a wide range of industries and sectors, including media, telecommunications, and education.