Avaya Experience Platform
Avaya Experience Platform, also called Avaya Infinity, connects customer interactions with enterprise systems, data, AI, and workflows.
What Avaya Experience Platform is
Avaya Experience Platform, also called Avaya Infinity, connects customer interactions with enterprise systems, data, AI, and workflows. It is designed for large, complex contact center environments, including deployments with thousands of agents. The platform combines omnichannel interactions, real-time customer context, AI-driven workflows, and automation. It supports inbound calling, outbound dialing, and IVR, alongside digital channels. Low-code and no-code tools let teams create workflows, while authorized business teams can make visual updates under IT governance. Avaya describes its AI orchestration as model-agnostic and supports multiple AI models. Deployment options include cloud, hybrid, and on-premises; listed platforms include API, self-hosted, and web. Controls include role-based access, audit trails, retention controls, bring-your-own-key, and enterprise-defined policies. Integrations include Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint workforce tools. Listed Digital, Voice, and All Media monthly prices are based on 200–399 concurrent users over a three-year term, and additional charges may apply. Pricing is also available on request.
Good
- Supports cloud, hybrid, and on-premises deployment
- Offers low-code and no-code workflow creation
- Lists multiple AI models
- Includes role-based access and audit trails
- Connects with named CRM and collaboration platforms
Watch out
- No free plan
- Pricing depends on user count and a three-year term
- Protected health information processing is restricted unless agreed
- Emergency calling is unavailable outside the US and Canada
Who it suits
Avaya Experience Platform is intended for large, complex enterprise contact centers. It may suit organizations that need omnichannel workflows, AI options, and deployment flexibility.
Verdict
Avaya Experience Platform offers broad contact center workflow and deployment options for enterprise environments. Check the stated data-processing, emergency-calling, and pricing terms before assessing fit.
Plans and prices
From Avaya Experience Platform's own pricing page, checked 23 Sep 2026.
| Plan | Price | What it gives you |
|---|---|---|
| Digital | $48 a month | Unlimited email, chat, and text messaging · Bring your own digital channel and chatbot · AI-powered self-service and intelligent routing · Pricing shown in US dollars, based on 200–399 concurrent users over a three-year term; additional charges may apply base |
| Voice | $83 a month | Inbound and outbound voice · AI-powered self-service and intelligent routing · Call and screen recording and quality management · Pricing shown in US dollars, based on 200–399 concurrent users over a three-year term. |
| All Media | $125 a month | Includes Digital and Voice capabilities · Blended media to serve inquiries simultaneously · Workforce engagement for performance and compliance · Pricing shown in US dollars, based on 200–399 concurrent users over a three-year term. |
| Avaya Infinity | Priced on request | Flexible per-seat model · Named or Concurrent licensing · Package, add-on, and services options · Capacity and terms vary by organization |
The facts
Each one read from Avaya Experience Platform's own pages, with the date it was checked.
What it does
- AI and workflows
- It supports AI-driven workflow automation, low-code/no-code workflow creation, multiple AI models, and guardrails.checked 7 Oct 2026
- AI options
- Avaya Infinity supports multiple AI models and describes its orchestration as AI-agnostic.checked 7 Oct 2026
- Audience
- The platform is designed for large, complex enterprise contact center environments, including deployments with thousands of agents.checked 7 Oct 2026
- Availability
- The service description specifies a 99.999% availability target for Avaya Infinity cloud service.checked 7 Oct 2026
- Bring your own
- The platform supports bring-your-own options for carrier, messaging, workforce management, and AI, and integration with preferred workforce engagement tools.checked 7 Oct 2026
- Core features
- The platform combines omnichannel interactions, AI-driven workflows, workflow automation, and real-time customer context.checked 7 Oct 2026
- CRM and collaboration integrations
- Avaya names Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, and Microsoft Teams as integration options.checked 7 Oct 2026
- Data integration
- Avaya says Infinity activates enterprise data through Databricks using Delta Sharing.checked 7 Oct 2026
- Data protection limit
- Unless otherwise agreed in the order, customers may not use the service to process protected health information under HIPAA.checked 7 Oct 2026
- Data retrieval
- After service termination or expiration, Avaya does not provide customer data storage, and retrieval before termination may incur additional charges.checked 7 Oct 2026
- Deployment
- Avaya lists cloud, hybrid, and on-premises deployment options.checked 7 Oct 2026
- Digital channel scope
- omnichannelchecked 23 Sep 2026
- Emergency calling
- The service description says Infinity does not provide emergency calling outside the United States and Canada.checked 7 Oct 2026
- Inbound calling
- Yeschecked 23 Sep 2026
- Integrations
- Avaya lists Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint WEM among its ecosystem connections.checked 7 Oct 2026
- Intended customers
- Avaya describes Infinity as designed for large, complex enterprise contact center environments, including deployments with thousands of agents.checked 7 Oct 2026
- IVR builder
- Yeschecked 23 Sep 2026
- Outbound dialer
- Yeschecked 23 Sep 2026
- Outbound engagement
- Outbound Preview Mode supports pre-call customer context, campaign and compliance management, real-time campaign statistics, and operational reporting.checked 7 Oct 2026
- Paid from
- 48checked 23 Sep 2026
- Partner ecosystem
- The Avaya Infinity ecosystem page names Microsoft, Google, Salesforce, Verint, Cresta, Poly.ai, Journey.ai, ElevenLabs, and Cisne among its technology partners.checked 7 Oct 2026
- Payment security
- The service description says Avaya-controlled service portions identified in its current PCI DSS Attestation of Compliance will remain compliant with applicable PCI DSS requirements.checked 7 Oct 2026
- Purpose
- Avaya Infinity connects systems, data, AI, and workflows so enterprises can orchestrate customer interactions and actions.checked 7 Oct 2026
Money
- Free plan
- Nochecked 23 Sep 2026
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