Platform

Enterprises find themselves at a pivotal moment in communication technology, facing a difficult decision: embrace modern technology or protect their investments in existing systems. This has created a divide between all-new cloud solutions and approaches that work with the infrastructure organizations already have in place. Avaya’s new Infinity platform solves this dilemma by offering a way to do both.

Bridging Technological Divides

The enterprise communication technology landscape has fragmented into distinct camps. On one side stand cloud-native solutions promising flexibility and innovation but requiring complete system replacement. On the other hand, traditional vendors offer incremental improvements to on-premise systems without fundamentally reimagining their architecture.

Our approach with Avaya Infinity platform targets the substantial middle ground with a hybrid solution for enterprises seeking modernization without abandoning functional infrastructure investments. This hybrid model acknowledges a fundamental reality: most large organizations operate complex technology ecosystems built over decades, making complete replacements impractical regardless of the benefits.

Differentiated Architecture

What differentiates Avaya Infinity platform is its architectural approach. It’s a secure platform that ensures compliance, deployment flexibility, and top-tier performance — a single code base across on-prem, cloud, and hybrid environments. Rather than forcing customers into two distinct choices, Avaya Infinity platform offers:

• Modern, Secure, Ready-to-Use Architecture: The unified platform with a single code base delivers the flexibility, security, and control that large enterprises expect. This approach ensures data privacy, regulatory compliance, and unmatched scalability. The modular design enables organizations to activate specific capabilities without implementing the entire platform—essential for phased adoption strategies.
• Layered, Intelligent Orchestration: AI capabilities function as an enhancement layer across both cloud and on-premises components, end-to-end, allowing intelligence to flow throughout the platform regardless of where components physically reside. It unifies AI, native applications, and disparate systems, whether they’re from Avaya, our partners, or enterprises’ existing own infrastructures. This empowers enterprises with a seamless, single-source approach to business agility and desired outcomes.
• Data-Driven Customization: Enterprises can customize experiences for their customers, contact center agents, and employees by leveraging rich data insights. With intelligent engagement tools, this platform enables hyper personalization at every touchpoint, driving satisfaction and loyalty.

This architecture addresses the realities enterprises face in the contact center. The vast majority of organizations simply cannot afford operational disruption during technological transformation, yet they’re also unable to ignore competitive pressure to implement AI-powered experiences.

The Strategic Benefits

Avaya Infinity platform offers a hybrid solution that enables organizations to:

• Extend the value of existing investments while incrementally introducing new capabilities
• Deploy AI capabilities selectively based on specific business needs and readiness
• Scale cloud adoption at a pace aligned with organizational change capacity
• Maintain operational stability throughout transformation processes

For those managing customer experience strategies, this approach transforms the contact center into a connection center ─ connecting channels (voice and digital), connecting insights (data and behavior), connecting technologies (unifying AI, applications and disparate systems), and connecting workflows (delivering hyper personalized experiences). When customer interactions generate not just service outcomes but actionable intelligence, every conversation becomes a source of competitive advantage.

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Balancing Innovation and Stability

The enterprise technology landscape has historically swung between innovation cycles and stability periods. Today’s environment is unique in demanding both simultaneously—rapid innovation in customer experience alongside operational stability in core systems.

Avaya Infinity platform embraces this hybrid reality offer a compelling vision: transformation without operational upheaval. Its architecture is enabled by existing investments while enabling future capabilities, indicating that for most enterprises, technology evolution occurs on a continuum rather than through discrete revolutions.

The Path Forward

Avaya Infinity platform supports sustainable transformation strategies using on-premise investments while systematically introducing AI-powered innovations. It delivers what enterprises need today and expect tomorrow.

Watch this video to learn more about Avaya Infinity platform and contact an Avaya expert to request a demo here.

TechRadar Pro created this content as part of a paid partnership with Avaya. The contents of this article are entirely independent and solely reflect the editorial opinion of TechRadar Pro.

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