How much does Avaya Infinity cost?

Avaya Infinity is a paid product. The vendor does not publish prices, so expect a custom quote from sales.

What does Avaya Infinity integrate with?

Avaya Infinity integrates with Microsoft Azure AI, Microsoft Dynamics 365, Microsoft Teams, Google Cloud CCAI, Salesforce, Verint, Databricks, Cresta, PolyAI, ElevenLabs, Journey.ai, and Cisne.

Which support channels does Avaya Infinity cover?

Avaya Infinity handles customer conversations over voice.

Can Avaya Infinity take actions, or does it only answer questions?

Avaya Infinity can take actions in connected systems, not just answer questions.

Can I buy Avaya Infinity without talking to sales?

No. Access starts with a demo or a conversation with sales.

When was Avaya Infinity founded?

Avaya Infinity was founded in 2025.

What are the best Avaya Infinity alternatives?

Popular alternatives include Ajoxi, Amazon Connect, and ASAPP.

Avaya Infinity

Contact Center & CCaaS Enterprise Voice & Phone AI

Avaya's enterprise CX orchestration platform: AI-agnostic, MCP-native and deployable in cloud, hybrid or on-premises for large regulated contact centers.

Best for

Large enterprises and public-sector contact centers, particularly existing Avaya customers, that need on-premises or hybrid deployment and want to bring their own AI models through MCP.

Look elsewhere if

You are a small or mid-size team that wants published pricing, self-serve onboarding and a ready-made AI agent rather than an orchestration layer.

Pricing: Paid from Custom
Founded: 2025
How you buy: Sales-led (demo first)
Company: Privately held (reorganized under Chapter 11, May 2023)
Channels: Voice
Integrations: Microsoft Azure AI Microsoft Dynamics 365 Microsoft Teams Google Cloud CCAI Salesforce Verint Databricks Cresta PolyAI ElevenLabs Journey.ai Cisne

Avaya Infinity is Avaya's enterprise customer experience platform, launched in April 2025 to give its large installed base a modernization path that does not demand a cloud-only rip and replace. Avaya pitches it as orchestration rather than a contact center in the narrow sense: the platform connects voice and digital interactions with enterprise data, approved AI models, systems and workflows in real time, so routing, verification, agent guidance and back-office actions happen during the interaction instead of after it. It runs as one code base across cloud, hybrid and on-premises deployments, and lists RBAC, audit trails, retention controls and bring-your-own-key encryption among its controls.

The distinctive bet is that Avaya does not want to own the AI. Infinity is built around Model Context Protocol, so approved models (Avaya names OpenAI, Google Gemini and Anthropic Claude) can call authorized tools and workflows, and Avaya is a member of the Linux Foundation's Agentic AI Foundation. Specialist AI comes through a vetted partner program, the Avaya Innovation Hub, with Cresta for real-time coaching, PolyAI for conversational voice self-service, ElevenLabs for speech, Journey.ai for secure payments and Cisne for workforce orchestration, plus alliances with Microsoft, Google, Salesforce and Verint. Databricks and Delta Sharing feed governed billing, usage and fraud data into live routing. Customers can also keep their own carrier, messaging, WFM and WEM contracts. Avaya's own newer additions include an AI Performance Index for measuring AI outcomes and AI-assisted migration that reads existing Avaya workflows and generates Infinity equivalents.

Avaya emerged from a prepackaged Chapter 11 reorganization in May 2023 and is privately held; Jeff Clarke is now CEO, succeeding Patrick Dennis, who launched Infinity. Its named customers include Johns Hopkins Healthcare System, Aflac, Florida State University and Access Bank, though those stories cover Avaya deployments broadly. The one Infinity-specific result on the product page is anonymous: a large utility that moved self-service completion from 25 percent to 70 percent and needed nearly 70 percent fewer live-agent interactions.

No pricing is published; access is through Avaya sales or partners. Choose Avaya Infinity if you are a large enterprise or public-sector operation, especially one already running Avaya, that needs on-premises or hybrid control and wants to pick its own AI vendors. Skip it if you are a small or mid-size team that wants published pricing, fast self-serve setup and a vendor-supplied AI agent out of the box.

Key features

MCP-native orchestration of AI models, tools and workflows
Cloud, hybrid and on-premises deployment on one code base
Vetted AI partner ecosystem (Cresta, PolyAI, ElevenLabs)
Databricks Delta Sharing for real-time enterprise data
AI-assisted migration of existing Avaya workflows

What the AI can do

Takes actions, not just answers. Avaya Infinity can complete tasks in your other systems.
Hands off to a human with the conversation context when it cannot resolve an issue.
Choice of LLM: you can pick or bring the model provider.

Visit Avaya Infinity →

See the best Avaya Infinity alternatives →

Frequently asked questions

Who is Avaya Infinity best for?: Large enterprises and public-sector contact centers, particularly existing Avaya customers, that need on-premises or hybrid deployment and want to bring their own AI models through MCP. Look elsewhere if you are a small or mid-size team that wants published pricing, self-serve onboarding and a ready-made AI agent rather than an orchestration layer.
How much does Avaya Infinity cost?: Avaya Infinity is a paid product. The vendor does not publish prices, so expect a custom quote from sales. Compare pricing across all listed tools →
What does Avaya Infinity integrate with?: Avaya Infinity integrates with Microsoft Azure AI, Microsoft Dynamics 365, Microsoft Teams, Google Cloud CCAI, Salesforce, Verint, Databricks, Cresta, PolyAI, ElevenLabs, Journey.ai, and Cisne.
Which support channels does Avaya Infinity cover?: Avaya Infinity handles customer conversations over voice.
Can Avaya Infinity take actions, or does it only answer questions?: Avaya Infinity can take actions in connected systems, not just answer questions.
Can I buy Avaya Infinity without talking to sales?: No. Access starts with a demo or a conversation with sales.
When was Avaya Infinity founded?: Avaya Infinity was founded in 2025.
What are the best Avaya Infinity alternatives?: Popular alternatives include Ajoxi, Amazon Connect, and ASAPP. See all Avaya Infinity alternatives →

Sources for the facts on this page

Founded year: uctoday.com Available today, Avaya Infinity introduces AI and orchestration into existing enterprise environments checked October 2026
Channels: silicon.co.uk bringing voice and digital channels together to keep customer and employee communication flowing seamlessly. checked October 2026
How you buy: avaya.com Request a demo checked October 2026
Company: avaya.com Joint Prepackaged Plan of Reorganization of Avaya Inc. and its Debtor Affiliates Pursuant to Chapter 11 of the Bankruptcy Code checked October 2026
Human handoff: avaya.com See how agents pick up right where AI left off, with full transcripts, next-best actions, and pre-filled case details. checked October 2026
Choice of LLM: avaya.com Choose the right LLM for each use case, you’re never locked into one vendor. checked October 2026
AI takes actions: avaya.com The Server hosts the tools (APIs, databases, etc.) and executes any actions the model requests. checked October 2026

Updated October 2026

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