Companies are in a crucial moment in communication technology, facing a difficult decision: adopting modern technology or protecting their investments in existing systems. This has created a division between the new cloud solutions and the approaches that work with the infrastructure organizations that they already have in place. Avaya’s new infinity platform solves this dilemma by offering a way of doing both.
TECHNOLOGICAL DIVISIONS BRIDGE
The panorama of business communication technology has been fragmented in different camps. On the one hand, native cloud solutions promise flexibility and innovation, but require complete system replacement. On the other hand, traditional suppliers offer incremental improvements to local systems without fundamentally reinventing their architecture.
Our approach to the Avaya Infinity platform is directed to the substantial average terrain with a hybrid solution for companies that seek modernization without abandoning functional infrastructure investments. This hybrid model recognizes a fundamental reality: most large organizations operate complex technology ecosystems built for decades, which makes complete replacements unchanging regardless of benefits.
Differentiated architecture
What differentiates the Avaya Infinity platform is its architectural approach. It is a safe platform that guarantees the fulfillment, flexibility of the implementation and first level performance: a single code base in environments in hybrid environments in clouds, clouds and hybrids. Instead of forcing customers to two different options, offers Avaya Infinity Platform:
- Modern, safe and list architecture to use: The unified platform with a single code base offers the flexibility, safety and control that large companies expect. This approach guarantees the privacy of data, regulatory compliance and unmatched scalability. Modular design allows organizations to activate specific capabilities without implementing the entire platform, essential for phase adoption strategies.
- Smart orchestration in layers: The capacities of AI function as a layer of improvement in the components of the cloud and local, from extreme to extreme, which allows intelligence to flow throughout the platform regardless of where the components reside physically. Unifies AI, native applications and disparate systems, whether of Avaya, our partners or existing infrastructure of companies. This empowers companies with a perfect approach and a single source for business agility and the desired results.
- Personalization based on data: Companies can customize experiences for their customers, contact centers and employees taking advantage of the rich data ideas. With intelligent participation tools, this platform allows hyper customization at each point of contact, promoting satisfaction and loyalty.
This architecture addresses the realities companies they face in the contact center. The vast majority of organizations simply cannot afford operational interruption during technological transformation, but they are not unable to ignore competitive pressure to implement AI experiences.
The strategic benefits
Avaya Infinity Platform offers a hybrid solution that allows organizations:
- Extend the value of existing investments while incrementally introducing new capacities
- Implement AI capacities based on specific commercial needs and preparation
- Scale the adoption of the cloud at a pace aligned with the capacity for organizational change
- Maintain operational stability in transformation processes
For those who manage customer experience strategies, this approach transforms the contact center into a connection center ─ Connection channels (voice and digital), connects ideas (data and behavior), connection technologies (unifying, applications and disparate systems) and connection workflows (delivery of hyper personalized experiences). When customer interactions generate not only service results but also processable intelligence, each conversation becomes a competitive advantage source.
Balance innovation and stability
The business technology panorama has historically revolved between innovation cycles and stability periods. The current environment is unique in demanding both simultaneously: Rapid innovation in the client’s experience along with operational stability in central systems.
The Avaya Infinity platform covers this hybrid reality offers a convincing vision: transformation without operational agitation. Its architecture is enabled by existing investments while allowing future capacities, indicating that for most companies, technological evolution occurs in a continuum instead of discrete revolutions.
The way forward
Avaya Infinity Platform admits sustainable transformation strategies that use local investments while systematically introducing innovations with AI. It offers what companies need today and wait tomorrow.
Look at this video for more information about Avaya Infinity Platform and communicate with an Avaya expert to request a demonstration here.
