# Avaya Infinity Platform Reviews **Vendor:** Avaya **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.1/5.0 **Total Reviews:** 181 ## About Avaya Infinity Platform Avaya Infinity® is a unified, next-generation customer experience (CX) platform that transforms traditional contact centers into dynamic, intelligent connection centers. Designed for complex enterprises and public sector organizations, the platform seamlessly orchestrates systems, enterprise data, workflows, and artificial intelligence into a continuous, real-time engagement model to deliver hyper-personalized customer journeys. Core Architecture and Open AI Integration Unlike closed ecosystems that force vendor lock-in, Avaya Infinity is built on an open, AI-agnostic architecture that allows businesses to maintain total control over their AI strategy. \* Model Context Protocol (MCP): The platform leverages MCP as a standard to securely and reliably connect AI models (such as GPT, Claude, or Gemini) directly with enterprise systems, eliminating the need for brittle, custom integrations. \* Databricks Partnership: Through a deep integration with Databricks, Infinity activates structured and unstructured data—including billing, logistics, and fraud signals—in near-real time. This empowers both agentic AI and human agents to execute actions and make informed decisions during live customer interactions. Bridging Automation and Empathy Avaya Infinity ensures that efficiency does not come at the cost of the customer relationship by utilizing a Tandem Care operating model. This approach seamlessly blends self-service AI, agentic AI, and human agents into a single, coordinated system. Customer context is meticulously preserved across all channels and handoffs, entirely eliminating the frustration of repeating information. To ensure AI deployments are secure, auditable, and effective, the platform includes the AI Performance Index (APIx). This framework allows leaders to govern and measure AI effectiveness based on concrete business outcomes, accuracy, and operational efficiency rather than industry hype. Deployment Flexibility and Modernization Recognizing the strict data sovereignty and compliance requirements of large enterprises, Avaya Infinity offers unparalleled deployment flexibility. \* Deployment Options: Organizations can deploy the platform across private cloud, hybrid, or on-premises environments, ensuring complete ownership of their data and security protocols. \* Risk-Free Upgrades: For existing Avaya CC Elite or Aura users, Infinity provides a practical, non-disruptive modernization path. It allows businesses to inject cutting-edge AI and omnichannel orchestration into their existing infrastructure without the heavy costs or operational risks of a rip-and-replace migration. The Bottom Line Avaya Infinity empowers global enterprises to operationalize AI safely and securely. It is the ideal solution for complex organizations that demand rapid technological innovation alongside reliable, enterprise-grade control. ## Avaya Infinity Platform Pros & Cons **What users like:** - Users value the **strong enterprise voice capabilities** of Avaya Experience Platform for seamless inbound and outbound calls. (2 reviews) - Users value the **robust analytics** offered by Avaya Experience Platform for enhancing enterprise voice and reporting. (1 reviews) - Users value the **superior call quality** of Avaya Experience Platform, particularly in enterprise voice and reporting functionality. (1 reviews) - Users value the **seamless connectivity** of Avaya Experience Platform, enabling calls from any location effortlessly. (1 reviews) - Users praise the **ease of use** of Avaya Experience Platform, highlighting its simplicity and straightforward features. (1 reviews) - Features (1 reviews) - Reporting (1 reviews) - Simple (1 reviews) **What users dislike:** - Users find the **complexity in deployment, configurations, and integrations** to be a significant hurdle in using Avaya Experience Platform. (1 reviews) - Users find **customization difficult** in the Avaya Experience Platform, citing challenges with deployment and configurations. (1 reviews) - Users often face **difficult implementation** challenges with Avaya Experience Platform, hindering effective deployment and integration. (1 reviews) - Users find the **difficult setup** of Avaya Experience Platform challenging due to complex deployments and configurations. (1 reviews) - Users often face **error handling issues** with authentication delays and persistent static lines, impacting performance. (1 reviews) - Users often experience **frequent authentication errors** that hinder seamless use of the Avaya Experience Platform. (1 reviews) - Integration Issues (1 reviews) - Users often face **login issues** due to persistent authentication errors and lagging connectivity on Avaya Experience Platform. (1 reviews) - Process Complexity (1 reviews) - Users often face **errors in authentication and static line issues** that hinder the overall performance of Avaya Experience Platform. (1 reviews) ## Avaya Infinity Platform Reviews ### 1. User-Friendly Platform, But Outdated Appearance **Rating:** 4.0/5.0 stars **Reviewed by:** Athena M. | Team Leader, Small-Business (50 or fewer emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Avaya Infinity Platform?** It is an easy to use platform. No complicated features. **What do you dislike about Avaya Infinity Platform?** The color and appearance looks obsolete. **What problems is Avaya Infinity Platform solving and how is that benefiting you?** My team takes inbound and outbound calls through Avaya. We are able to resolve our client's customer complaints and feedback. Avaya is integrated with our other platform such as capturing the aux or current state of work of my agents and imports it to our payroll system. This streamlines the process of logging in the team's work hours. ### 2. Value for money **Rating:** 5.0/5.0 stars **Reviewed by:** Gandhi S. | Network Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** September 17, 2025 **What do you like best about Avaya Infinity Platform?** Flexibility and mobility, Robust Features **What do you dislike about Avaya Infinity Platform?** experiencing the authentication erros frequently **What problems is Avaya Infinity Platform solving and how is that benefiting you?** it helped to resolve the issues related to poor call quality and authentication errors. ### 3. Great Enterprise Voice and Reporting, but Deployment Is Complex **Rating:** 1.5/5.0 stars **Reviewed by:** Verified User in Telecommunications | Mid-Market (51-1000 emp.) **Reviewed Date:** October 16, 2025 **What do you like best about Avaya Infinity Platform?** Strong in enterprise voice and reporting. **What do you dislike about Avaya Infinity Platform?** Complexity in deployment, configurations and integrations **What problems is Avaya Infinity Platform solving and how is that benefiting you?** Avaya Experience Platform is an all in one customer experience platform connecting multichannel touch points with strongest being voice connections ### 4. Avaya Reviews **Rating:** 3.0/5.0 stars **Reviewed by:** Abigail D. | email support, Enterprise (> 1000 emp.) **Reviewed Date:** May 19, 2025 **What do you like best about Avaya Infinity Platform?** We do inbound and outbound calls in any locations **What do you dislike about Avaya Infinity Platform?** Always lagged error in authentication and static line **What problems is Avaya Infinity Platform solving and how is that benefiting you?** We do inbound ang outbound calls ### 5. Avaya AEP **Rating:** 4.0/5.0 stars **Reviewed by:** Verified User in Telecommunications | Enterprise (> 1000 emp.) **Reviewed Date:** March 05, 2024 **What do you like best about Avaya Infinity Platform?** Although, Avaya is the late entrant in CCAAS Platform. With AXP, They have competent solution and Feature sets in place which is at par with Nice CX-One and Genesys. Avaya AXP is flexible and with Verint WEM , It has solid feature set offerings in place for Speech analytics, WFM, Knowledge base, Feedback Management and many others. **What do you dislike about Avaya Infinity Platform?** They should host AXP and Verint WEM modules in the same cloud. Hybrid approach is little tricky. **What problems is Avaya Infinity Platform solving and how is that benefiting you?** Avaya AXP has good feature sets at a very competitive price. The support is amazing as always. Easy to integrate and manage.We can easily scale up and scale down as per business requirements. ### 6. Key tool for customer service & Deeper Relationship **Rating:** 4.5/5.0 stars **Reviewed by:** Naveen G. | Small-Business (50 or fewer emp.) **Reviewed Date:** June 16, 2023 **What do you like best about Avaya Infinity Platform?** AVAYA Experience platform is a competitive tool that connects customers, clients and employees for better experience and reach. Its multiple attributes provide an excellent experience for a business to grow in the right direction. Here we can deal with customers and employees with one solution. **What do you dislike about Avaya Infinity Platform?** Nothing much to dislike, but one thing that stood out is that the UX could be much better. The use of this overall is excellent, but I feel it could be much more user-friendly and interactive. **What problems is Avaya Infinity Platform solving and how is that benefiting you?** Avaya Experience platform has become a comprehensive solution for customer interaction in a better and more advanced way. Alongside employee interaction as it becomes a back office and public face as well. It has a very manageable cloud service as it is based on CaaS. ### 7. Avaya **Rating:** 5.0/5.0 stars **Reviewed by:** Sarah Jane C. | Supervisor, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Infinity Platform?** It quickly adapts to the changes made or setting made on the tool so it will be integrated accordingly to our Ipscape tool. Very convenient for us and the agents as well. **What do you dislike about Avaya Infinity Platform?** I think it occassionally loads in reading the device such as headsets or earphones taht are being connected to the PC. Sometimes I would need to reconnect it again to make sure that the headset will have a proper sound **What problems is Avaya Infinity Platform solving and how is that benefiting you?** It solves to be connected to Ipscape for the agents to receive the calls properly ### 8. Beyond excellence **Rating:** 5.0/5.0 stars **Reviewed by:** Johanna Sugar S. | Customer service representative, Small-Business (50 or fewer emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Infinity Platform?** I have been in my company for almost four years, and since then, we have been using Avaya, which helps us all reach out to our customers and is very easy to navigate. **What do you dislike about Avaya Infinity Platform?** Avaya is good, but sometimes we experience latency, which is considerably normal as we also experience with other tools **What problems is Avaya Infinity Platform solving and how is that benefiting you?** Whenever we have customers asking for assistance towards their credit information, by using Avaya we can help them with their concerns and it helps me in away that its giving me a job. ### 9. this is a very transparent and easy access tool **Rating:** 5.0/5.0 stars **Reviewed by:** Princess R. | Mid-Market (51-1000 emp.) **Reviewed Date:** June 27, 2023 **What do you like best about Avaya Infinity Platform?** I like that it is very easy to utilize. You can easily log in to it. **What do you dislike about Avaya Infinity Platform?** I just noticed that sometimes, it has problem when connecting the device (headset). It doesn't connected sometimes. **What problems is Avaya Infinity Platform solving and how is that benefiting you?** It solved the problem about trouble connecting our devices easily to us. we can also move to other stations easily or without have tools password/ log in reset ### 10. Great Software **Rating:** 3.5/5.0 stars **Reviewed by:** Verified User in Consumer Services | Mid-Market (51-1000 emp.) **Reviewed Date:** June 01, 2023 **What do you like best about Avaya Infinity Platform?** Change status, call history and easy to configure. Beneficial tool and you can change your preference, **What do you dislike about Avaya Infinity Platform?** Using the Keyboard shortcuts, you can easily hang up a call or place it on hold; deleting call history, you avoid this can be tracked. Has a Supervisor? I saw this many times and did it myself; please fix it. **What problems is Avaya Infinity Platform solving and how is that benefiting you?** Call volumes. Monitor agent's calls, status, transfer rate and AHT. A beneficial tool for our staffing. - [View Avaya Infinity Platform pricing details and edition comparison](https://www.g2.com/products/avaya-experience-platform/reviews/avaya-experience-platform-review-82477?section=pricing&secure%5Bexpires_at%5D=2026-06-02+07%3A17%3A23+-0500&secure%5Bsession_id%5D=21905c9c-fabb-46be-a523-70a195ab8f89&secure%5Btoken%5D=e3ade0eb005dfada70a3e44bffc8fd30675a4ec2b1d457375bd958e79c1d0741&format=llm_user) ## Avaya Infinity Platform Features **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making ## Top Avaya Infinity Platform Alternatives - [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,424 reviews) - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,458 reviews)