Avaya has announced a new platform, Avaya Infinity, built to unify customer experiences within a hybrid contact center environment.
"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,"
Patrick Dennis, CEO, Avaya.
"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.”
Available today, Avaya Infinity introduces AI and orchestration into existing enterprise environments, connecting the channels, insights, technologies, and workflows that together create customer and employee relationships.
Avaya Infinity and Unifying Processes
Avaya Infinity is positioning itself to be a unified platform that can take a multitude of facets of contact centers into a single platform.
Its key offerings revolve around integrating multiple facets of communication.
It allows the connecting of channels, which brings together voice and digital mediums to ensure uninterrupted communication between customers and employees.
It also connects insights by unifying fragmented data, shedding light on customer and employee behaviors to facilitate more informed decision-making.
Furthermore, it connects technologies by merging AI, applications, and disparate systems into a cohesive ecosystem.
Lastly, it connects workflows by integrating and orchestrating every process to enable instant, hyper-personalized experiences that adapt to the infinite variety of customer journeys.
