Avaya has launched a new platform to bet its future on: Avaya Infinity.
Infinity aims to unify Avaya’s contact center and unified communications portfolio on a single platform, while layering orchestration and AI over the top.
That orchestration capability stems from Avaya’s 2024 acquisition of Edify.
It allows companies to design new customer service experiences. Avaya then offers a no-code engine to “orchestrate” those journeys.
However, Avaya doesn’t just plot out new service workflows; with Infinity, it also connects the channels, insights, and tech behind them.
"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," concluded Dennis.
Why Is Avaya Releasing Infinity?
In an interview with ZK Research, Tony Lama, SVP and GM of Products at Avaya, spoke of how Infinity comes after a lot of soul searching in the company.
Lama noted that Avaya – under its new leadership team - took a hard look at the company and what its customers wanted most.
“There was a realization that we were trying to be all things to everyone, and that doesn’t yield great outcomes,” said Lama.
So, Avaya went through a product rationalization process. It narrowed its focus to a smaller set of products, focused its innovation, and committed to delivering them with higher quality.
"We’re done with navel-gazing and we’ve spent a meaningful amount of time talking to our customers… about the strategy that we’ve embarked on, validating it," continued Lama.
Our customers are saying: "We just want you to deliver innovation, bring it to me in a manner that doesn’t upend my entire organization and allows me to consume it in the cloud or on-prem… Infinity is essentially the result of that.
“The evolution of our AXP platform is now Avaya Infinity,” he concluded.