- Home
- Call Center Software
- Avaya Experience Platform
Avaya Experience Platform
Avaya Experience Platform · Morristown, New Jersey, United States · founded 2000
What it is
Avaya Experience Platform, also called Avaya Infinity, connects customer interactions, enterprise data, AI, and workflows for contact centers. It supports inbound and outbound calling, IVR, omnichannel digital channels, workforce management, and real-time customer context. AI-driven workflows and low-code/no-code tools let authorized teams create or update processes under IT governance, while multiple AI models can be used through an AI-agnostic approach. Deployment options include cloud, hybrid, and on-premises, with API, self-hosted, and web availability. Listed controls include role-based access, audit trails, retention settings, bring-your-own-key, and organization-defined permissions. Integrations include Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint. Plans include Digital at $48 a month, Voice at $83 a month, and All Media at $125 a month, each based on 200–399 concurrent users over a three-year term.
For and against
For
- Cloud, hybrid, and on-premises deployment
- Inbound, outbound, IVR, and digital channels
- Low-code/no-code workflow tools
- Role-based security and audit controls
- Connections to major CRM and collaboration systems
Against
- Pricing is based on specified user and term assumptions
- Protected health information requires separate agreement
- Emergency calling excludes locations outside US and Canada
- Data retrieval after termination may incur charges
The verdict
Avaya Experience Platform targets large contact centers that need coordinated channels, data, AI, and workflows. Its deployment choices, integrations, and governance controls support complex operating environments.
Who it suits
Avaya Infinity is designed for large, complex enterprise contact centers, including deployments with thousands of agents. It suits organizations needing omnichannel workflows, AI orchestration, and governed integrations.
Plans and prices
Digital
Unlimited email, chat, and text messaging · Bring your own digital channel and chatbot · AI-powered self-service and intelligent routing
Read 23 Sep 2026 · ccaas.avaya.com
Voice
Inbound and outbound voice · AI-powered self-service and intelligent routing · Call and screen recording and quality management
Read 23 Sep 2026 · ccaas.avaya.com
All Media
Includes Digital and Voice capabilities · Blended media to serve inquiries simultaneously · Workforce engagement for performance and compliance
Read 23 Sep 2026 · ccaas.avaya.com
Avaya Infinity
Flexible per-seat model · Named or Concurrent licensing · Package, add-on, and services options · Capacity and terms vary by organization
Read 7 Oct 2026 · avaya.com
On the record
- AI and workflows
- It supports AI-driven workflow automation, low-code/no-code workflow creation, multiple AI models, and guardrails.avaya.com · read 7 Oct 2026
- AI options
- Avaya Infinity supports multiple AI models and describes its orchestration as AI-agnostic.avaya.com · read 7 Oct 2026
- Audience
- The platform is designed for large, complex enterprise contact center environments, including deployments with thousands of agents.avaya.com · read 7 Oct 2026
- Availability
- The service description specifies a 99.999% availability target for Avaya Infinity cloud service.support.avaya.com · read 7 Oct 2026
- Bring your own
- The platform supports bring-your-own options for carrier, messaging, workforce management, and AI, and integration with preferred workforce engagement tools.avaya.com · read 7 Oct 2026
- Core features
- The platform combines omnichannel interactions, AI-driven workflows, workflow automation, and real-time customer context.avaya.com · read 7 Oct 2026
- CRM and collaboration integrations
- Avaya names Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, and Microsoft Teams as integration options.avaya.com · read 7 Oct 2026
- Data integration
- Avaya says Infinity activates enterprise data through Databricks using Delta Sharing.avaya.com · read 7 Oct 2026
- Data protection limit
- Unless otherwise agreed in the order, customers may not use the service to process protected health information under HIPAA.support.avaya.com · read 7 Oct 2026
- Data retrieval
- After service termination or expiration, Avaya does not provide customer data storage, and retrieval before termination may incur additional charges.support.avaya.com · read 7 Oct 2026
- Deployment
- Avaya lists cloud, hybrid, and on-premises deployment options.avaya.com · read 7 Oct 2026
- Digital channel scope
- omnichannelccaas.avaya.com · read 23 Sep 2026
- Emergency calling
- The service description says Infinity does not provide emergency calling outside the United States and Canada.support.avaya.com · read 7 Oct 2026
- Inbound calling
- Yesccaas.avaya.com · read 23 Sep 2026
- Integrations
- Avaya lists Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint WEM among its ecosystem connections.avaya.com · read 7 Oct 2026
- Intended customers
- Avaya describes Infinity as designed for large, complex enterprise contact center environments, including deployments with thousands of agents.avaya.com · read 7 Oct 2026
- IVR builder
- Yesccaas.avaya.com · read 23 Sep 2026
- Outbound dialer
- Yesccaas.avaya.com · read 23 Sep 2026
