Orchestrate across the enterprise
Connect conversations to the business systems and teams that can complete the request, carrying context through the journey.
Avaya Infinity · Connection centre
Turn your contact centre into a connection centre.
Avaya Infinity connects customer conversations with enterprise data, workflows, and AI so teams can carry a request through to resolution across the business.
Channels
Voice · Messaging · SMS · Email
Context
Journeys · Transcripts · Agent state · Metrics
Workflows
Routing · Automation · Guidance · Follow-up
Enterprise systems
CRM · Knowledge · Databases · Business tools
Avaya Infinity
People + AI · Tandem Care
Give agents help that can act across systems.
For complex requests, Tandem Care pairs the human agent with specialist AI assistants that coordinate supporting tasks. The agent provides judgment and personal help.
Illustrative workspace Tandem Care
Maya · example customer
Accident assistance
Auto policy · Collision + rental context
Customer
“I'm safe, but I need help with my claim and getting home.”
Jordan · human agent
“I'll prepare support options. We'll confirm the next steps together.”
Specialist assistants
Claim
Incident summary ready for review
Towing
Nearby roadside options prepared
Rental
Replacement vehicle options prepared
Human review: Jordan checks the drafts and confirms arrangements with Maya.
Select supported models for each assistant and connect approved tools through Model Context Protocol (MCP).
Avaya Infinity strategy
Choose how your connection centre evolves.
Four decisions shape the platform: what you connect, which AI you use, how you retain control, and where you begin modernization.
Keep AI choice open
Choose supported models and specialist tools for each task. Build an AI approach that can evolve with your needs.
Preserve enterprise control
Plan deployment, data access, and operational resilience around your organization's requirements, with governance built into the design.
Modernize in stages
Build on existing voice, integrations, and business processes. Choose where to introduce cloud services, automation, and new agent experiences.
Low-code workflows · Open APIs
Design the path from intent to resolution.
Use a drag-and-drop flow designer with low-code and no-code tools to define what happens before, during, and after an interaction.
01
Before assistance
Identify the need and route the request
Use IVR, speech recognition, and system lookups for tasks such as submitting a meter reading. Route unresolved requests by queue, tag, or proficiency, with callbacks where included.
02
During the interaction
Guide the next step
Trigger guidance and process steps from interaction events. Carry context into live assistance, including agent-initiated chat-to-voice escalation in supported bundles.
03
After the interaction
Complete the follow-up
Use status and action workflows to update connected systems and initiate follow-up tasks. Supported integrations and REST APIs extend the process into CRM, ERP, HR, and knowledge systems.
CRM integration
Serve customers from the workspace your team knows.
Give agents, supervisors, and business teams a workspace tailored to their role. Choose Infinity's engagement interface or a supported CRM environment.
ServiceNow integration is covered in release 26.3.
Native CRM workspaces
ServiceNow joins Salesforce and Microsoft Dynamics in Infinity's native CRM portfolio. In ServiceNow, agents can handle voice and digital interactions with embedded controls and single sign-on.
Bring the right record into view
Open matching ServiceNow records, call from a record, and look up, create, or update information through workflows. Interaction logging and presence synchronization keep activity aligned.
Extend to your own CRM
Use the Generic CRM Connector to build embedded agent controls, screen pops, and click-to-call for other CRM platforms. A Zendesk reference implementation provides a starting point for development.
Data intelligence
Use the journey to improve the business.
Evaluate the resulting service journey using interaction records and enterprise data, connecting individual outcomes to the business process behind them.
01
Connect interaction and business data
Where included, Avaya's Databricks-based capabilities bring contact-centre data, transcripts, and enterprise sources into a governed foundation for analytics and AI.
02
Investigate what drives demand
Ask how shipping delays, service outages, or policy changes relate to contact volume and transfers. Use the answers to identify the business process that needs attention.
03
Evaluate people and AI together
Assess resolution, handoffs, and the effect of agent assistance across the journey. Connect AI evaluation with the outcomes customers and service teams experience.
Operational tools in release 26.3
Spot deferred email backlog
The Defer Email Summary historical dashboard tracks deferrals, resumptions, completion, and time deferred. Aging indicators help supervisors identify backlog risk and plan staffing.
See call quality while speaking
Agent Desktop shows connection readiness and active-call network quality, including packet loss, delay, and jitter. Notifications help agents recognize when their connection affects the conversation.
Investigate operational health
Where enabled, the Health Status Dashboard brings live totals, trends, filters, and drill-down views for queues, users, interactions, and workflows into the Admin Console, with permission-based access to your own tenant.
Email deferral reporting is historical. Health Dashboard coverage includes operational totals and investigation views; health scores, automated alerts, and dashboard voice-quality diagnostics are outside release 26.3 scope.
Modernization paths
Choose your starting point.
Match the approach to your existing voice environment. Begin with one service or business unit, validate the results, and use that deployment as a blueprint for the next rollout.
Cloud service bundles
For cloud contact-centre services
Choose Essentials Voice, Essentials Digital, Advanced, or Ultra according to the required mix of voice, digital channels, orchestration, and workforce capabilities.
Voice Orchestration
For established on-premises voice
Add cloud-based workflow management and self-service capabilities to an on-premises contact centre while retaining the established voice core.
Infinity Hybrid
For Avaya Aura and Call Center Elite
Introduce Infinity capabilities alongside existing Avaya infrastructure, with a staged path for evolving the agent experience and contact-centre operation.
Release 26.3 adds consult-call switching, auto-answer control, and visibility of system-applied after-call work.
Plan data location, retention, access controls, and continuity for existing voice services as part of the deployment.
Across the platform, availability depends on bundle, add-on, region, release, carrier design, and implementation scope. AI and analytics capabilities require the selected licenses and authorized data sources; custom integrations may require development. Confirm the current service description and order for your configuration.