Forge Unbreakable Customer Connections with Avaya
August 20, 2025
Avaya’s vision for transforming client outcomes is rooted in creating a seamless, integrated ecosystem that elevates customer experiences to new heights. This vision is centered around the Avaya Infinity™ platform, which serves as the backbone for combining advanced solutions—including Verint apps and specialized bots—into a unified approach that enhances both customer and employee interactions.
Revolutionizing Customer Experiences
Avaya Infinity is designed to streamline business operations via intelligent orchestration, unifying AI, native applications, and disparate systems. By integrating Verint’s CX Automation capabilities with Avaya Infinity, businesses can rapidly deploy intelligent solutions that drive down costs while simultaneously elevating customer relationships. This partnership enables enterprises to achieve stronger AI business outcomes with greater scale and speed, without incurring additional costs.
Avaya and Verint’s approach to AI is grounded in the belief that the success of customer experience (CX) and employee experience (EX) hinges on breaking down silos and fostering seamless integration and orchestration across all business processes.
Avaya Infinity™ platform enables enterprises to harness the full potential of AI without the constraints of vendor lock-in. And with Avaya Infinity Model Context Protocol (MCP) support—the open standard that allows AI models to securely and reliably interact with external tools, data sources, APIs, and user context—enterprises are never boxed in and never locked down.
Verint specialized bots, when coupled with Avaya’s orchestration capabilities, provide a robust framework for automating and streamlining customer interactions into the various stages of the customer journey and employee workflow—akin to building blocks.
This modular approach allows for dynamic adaptation in real time, overcoming the limitations of linear processes. The true value lies not merely in the outcome delivered by a specific Verint bot, but in how Avaya Infinity orchestrates these outcomes to amplify their impact.
These bots analyze customer intent in real time, guiding the next-best-action to ensure that each engagement is personalized and impactful.
The orchestration of these interactions is key to delivering a continuous conversation that follows the customer across every channel, data point, and workflow, eliminating fragmented journeys and disconnected touchpoints.
By orchestrating a suite of bots, enterprises can significantly enhance agent capacity, improve customer experiences (CX), and optimize staff scheduling.
Hyper-Personalization and Contextual Engagement
At the heart of Avaya is the ability to deliver hyper-personalized experiences by unifying internal and external data into an intelligent, single approach. This empowers IT and CX managers to orchestrate contextual engagement, streamline workflows, and enhance employee capabilities—ensuring every interaction is tailored, measurable, and drives impactful, sustainable business outcomes.
By leveraging Avaya’s powerful AI analytics, integrated with conversational and Natural Language Processing (NLP) tools, businesses can transform raw data into actionable insights. With advanced natural language processing tools, organizations can now explore and analyze vast amounts of data in ways that were once cumbersome and time-consuming.
Instead of relying on rigid, narrowly defined reports, teams can simply pose their questions directly to NLP systems and quickly uncover the insights they need. This intelligence empowers organizations to make informed decisions at every level, ensuring that both customer and employee experiences are optimized for success.
Agility and Extensibility
Avaya’s innovative approach breaks away from rigid, binary views of cloud migration with a flexible architecture that empowers enterprises to evolve at their own pace, whether on-premises, in the cloud, or a hybrid of both.
This flexibility is crucial for many enterprises, allowing them to modernize on their terms without sacrificing control, extensibility or security. Verint’s AI-powered automation further enhances this agility, enabling businesses to scale their operations efficiently and effectively. Whether organizations prefer on-premises control, cloud innovation, or somewhere in between with a hybrid approach, Avaya and Verint support it all—providing the right balance for your business.
The Future of Customer Experience
For Avaya it is about more than just technology—it’s about fostering a growth mindset where every customer interaction is seamlessly connected and infinitely empowered. By transforming traditional contact centers into connection centers, Avaya enables enterprises to embrace a future-ready approach that prioritizes journey optimization and creates smarter, more cohesive experiences.
The convergence of Avaya and Verint’s technologies sets a new standard for customer experience, offering businesses the tools they need to unlock the true potential of AI in the modern era.
As organizations increasingly prioritize a human-AI balance, Avaya’s platform offers the perfect blend of automation and personal engagement, ensuring that every customer journey is fulfilled beyond the walls of the contact center, driving meaningful interactions and ensuring business success.
We look forward to seeing you in Orlando at Verint Engage25. Stop by the Avaya booth in the Innovation Pavilion to see demonstrations and speak with our experts. And you won’t want to miss our conversation with Patti Robers in our breakout session, Powering Exceptional Customer Experiences: Southern Company’s Journey with Avaya and Verint, on Wednesday September 10, 2025, at 11:30 a.m. ET.
Email: dotto@avaya.com
Website: https://www.avaya.com
LinkedIn: https://www.linkedin.com/company/avaya/