Avaya Contact Center is delivered through Avaya Infinity, a cloud-native platform designed to orchestrate seamless customer experiences across all channels.
Built on a modern microservices architecture with open AI orchestration, Avaya Infinity enables organizations to intelligently manage voice, digital, email, and messaging interactions. It provides dynamic routing, AI-powered automation, and real-time orchestration—with the unique flexibility to deploy fully 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 OmniSDK.
Digital Channels: Feature-rich web chat (read receipts, typing indicators, interactive buttons), Microsoft 365 email integration, and messaging across key consumer platforms.
Workflow Orchestration: Low-code/no-code workflow design, AI-generated workflows, SLA-based dynamic queueing, and secure PCI execution to automate end-to-end customer journeys.
Agent Desktop: A unified, browser-based client featuring seamless CRM integration, screenpops, click-to-dial, and customizable UI through Infinity Elements.
Outbound Campaigns: Fully automated voice, SMS, and email outreach with Predictive, Progressive, and Preview dialing modes.
Analytics & Reporting: Real-time dashboards, historical supervisor tools, and advanced business intelligence powered by a Databricks data lakehouse architecture.
AI & Technology Foundation:
Tandem Care (Agentic AI): Bespoke AI assistants that seamlessly collaborate with human agents, augmenting their capabilities to make them up to 10x more productive while preserving the human touch.
Model Context Protocol (MCP): Enables open AI orchestration, allowing organizations to securely connect any AI model with internal tools and APIs without vendor lock-in.
AI Performance Index (APIx): A comprehensive set of value-driven KPIs that measure the real-world impact and effectiveness of AI within your contact center.
Flexible Deployment Models:
Cloud: A fully managed, cloud-native platform delivering the complete Infinity capability set with zero on-premises infrastructure required.
Hybrid: Combines cloud-hosted Infinity with existing on-premises infrastructure, allowing enterprises to protect legacy investments or sensitive data while adding modern digital capabilities.
On-Premises: The full Infinity stack re-platformed to run in the customer's data center, designed for regulated industries with strict data sovereignty mandates.
Key Benefits:
True Omnichannel: Unbroken context and orchestration across voice, email, chat, SMS, and outbound touchpoints.
Open Architecture: API-first design seamlessly integrates with any CRM, ERP, HRM, or back-office system.
Operational Efficiency: Intelligent routing, automated workflows, and smart self-service dramatically reduce handle times and boost first-contact resolution.
Continuous Innovation: A microservices foundation ensures zero-downtime upgrades and seamless scalability.
Summary:
Avaya Contact Center through Avaya Infinity serves mid-market to large enterprises seeking to modernize customer engagement without compromising on architectural control. It is ideal for organizations—particularly those in highly regulated industries—that require true omnichannel orchestration, advanced AI automation, and the flexibility to choose their exact deployment model.
Average Rating: 4.1/5.0
Total Reviews: 153
How Do G2 Users Rate Avaya Contact Center?
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Has the product been a good partner in doing business?: 7.9/10 (Category avg: 8.9/10)
Who Is the Company Behind Avaya Contact Center?
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Seller: Avaya
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Year Founded: 2000
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HQ Location: Morristown, NJ
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Twitter: @Avaya
36,704 Twitter followers
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LinkedIn® Page: www.linkedin.com
11,775 employees on LinkedIn®
Who Uses This Product?
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Who Uses This: Telecom engineer
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Top Industries: Telecommunications, Information Technology and Services
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Company Size: 52% Large, 34% Medium
What Do G2 Reviewers Say About Avaya Contact Center?
AI-generated summary from verified user reviews
Pros
- Users value the robust calling features of Avaya Contact Center, facilitating seamless inbound and outbound communications.
- Users value the strong analytics capabilities of Avaya Contact Center for effective voice and reporting management.
- Users appreciate the call quality of Avaya Contact Center, noting its strength in enterprise voice and reporting.
- Users value the seamless connectivity of Avaya Contact Center, enabling efficient calls from anywhere.
- Users appreciate the ease of use of Avaya Contact Center, benefiting from its straightforward features.
Cons
- Users find the complexity in deployment, configurations, and integrations to be a significant challenge with Avaya Contact Center.
- Users face customization difficulties with Avaya Contact Center, complicating deployment, configurations, and integrations.
- Users often face difficult implementation challenges with Avaya Contact Center due to its complex deployment and integration processes.
- Users find the difficult setup of Avaya Contact Center challenging due to complex deployment and configurations.
- Users often experience authentication errors and static line issues that disrupt communication and efficiency.
