Avaya Contact Center

Score8.2 out of 10

192 Reviews and Ratings

What is Avaya Contact Center?

Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate customer interactions across multiple channels.

Built on a Microservices Architecture with open AI Orchestration, Avaya Infinity enables organizations to manage Voice, Digital, Email, and Messaging interactions. The system provides Dynamic Routing, AI automation, and real-time orchestration—with the flexibility to deploy in the cloud, on-premises, or in a hybrid environment.

Core Capabilities:

Voice Handling: Intelligent Routing, Real-Time Transcription, Smart-Search Call Recording, Noise Cancellation, Callback Support, and browser-based WebRTC calling via Omni SDK.
Digital Channels: Web chat featuring Read Receipts, Typing Indicators, and Interactive Buttons, Microsoft 365 email integration, and messaging across consumer platforms.
Workflow Orchestration: Low-Code/No-Code Workflow Design, AI-generated workflows, SLA-Based Dynamic Queueing, and secure PCI execution to automate customer interaction sequences.
Agent Desktop: A unified, browser-based client featuring CRM Integration, Screenpops, Click-to-Dial, and customizable UI through Infinity Elements.
Outbound Campaigns: Automated Voice, SMS, and Email outreach with Predictive, Progressive, and Preview dialing modes.
Analytics & Reporting: Real-Time Dashboards, historical supervisor tools, and Business Intelligence powered by a Databricks Data Lakehouse Architecture.

AI & Technology Foundation:

Tandem Care (Agentic AI): Bespoke AI Assistants that collaborate with human agents. According to the vendor, these assistants are intended to augment agent capabilities to increase productivity by up to 10x while maintaining human oversight.
Model Context Protocol (MCP): Enables open AI Orchestration, allowing organizations to securely connect AI Models with internal tools and APIs without vendor lock-in.
AI Performance Index (APIx): A set of value-driven KPIs that measure the impact and effectiveness of AI within the contact center.

Flexible Deployment Models:

Cloud: A managed, cloud-native platform delivering the Infinity capability set without requiring on-premises infrastructure.
Hybrid: Combines cloud-hosted Infinity with existing on-premises infrastructure, allowing enterprises to support legacy systems or sensitive data while adding digital capabilities.
On-Premises: The Infinity stack deployed in the customer's data center, designed for regulated industries with specific Data Sovereignty mandates.

Key Benefits:

Omnichannel: Orchestration across Voice, Email, Chat, SMS, and outbound touchpoints.
Open Architecture: API-First Design integrates with CRM, ERP, HRM, or back-office systems.
Operational Efficiency: Intelligent Routing, Automated Workflows, and Self-Service are intended to reduce handle times and improve First-Contact Resolution.
Continuous Innovation: A Microservices foundation supports zero-downtime upgrades and scalability.

Summary:

Avaya Contact Center through Avaya Infinity serves mid-market to large enterprises seeking to modernize customer engagement while maintaining architectural control. The solution is intended for organizations—particularly those in highly regulated industries—that require omnichannel orchestration, AI Automation, and the flexibility to choose a specific deployment model.