Transform Your Contact Center with the Avaya Infinity Platform

Modernize your customer and agent experiences with the Avaya Infinity Platform, delivered and supported by Converged Systems. We help you plan, procure, and deploy the platform—whether you run Avaya or a multi-vendor phone environment.

Problem → Solution Overview

Why this matters:Fragmented systems lead to higher operating costs, lower agent productivity, and inconsistent customer experiences.

Communications, IT, and contact center leaders are under pressure to:

• Deliver seamless, connected experiences across voice and digital channels.
• Improve KPIs like first contact resolution and average handle time while keeping costs stable.
• Modernize without disrupting existing voice infrastructure or risking downtime.

TheAvaya Infinity Platformis designed for these challenges. Avaya describes it as acomprehensive enterprise CX platform built for the AI age, enabling companies to turn a traditional contact center into a trueconnection centerwith unified customer journeys.

With support forcloud, on-premises, and hybrid deployment models, Infinity gives you flexibility—and Converged Systems brings the multi-vendor expertise to make it successful.

Key Capabilities and Benefits

Why this matters:You need features that drive operational efficiency, boost CSAT, and reduce complexity.

• Unified Omnichannel Journeys
  Benefit:Connect voice, chat, SMS, and digital channels so customers don’t repeat themselves.
  Evidence:Avaya positions Infinity as a platform for end-to-end customer journeys, not siloed interactions.
  Outcome:Higher first contact resolution and improved customer satisfaction.
• Intelligent Orchestration & Automation
  Benefit:Low-code/no-code tools that automate workflows based on sentiment, triggers, or events.
  Evidence:Avaya highlights workflow automation, journey orchestration, and AI-driven actions.
  Outcome:Reduced manual work, faster service, and lower cost-to-serve.
• AI-Agnostic Flexibility
  Benefit:Use the AI models you prefer—or mix models—without platform lock-in.
  Evidence:Infinity supports multiple AI engines and allows experimentation without re-architecting.
  Outcome:Freedom to innovate while protecting existing investments.
• Investment Protection & Coexistence
  Benefit:Modernize without ripping out your current systems.
  Evidence:Avaya emphasizes compatibility with existing contact center platforms.
  Outcome:Low-risk migration and minimal disruption.
• Scalability & Enterprise Reliability
  Benefit:A platform designed for large contact centers and complex environments.
  Evidence:Avaya states Infinity supports enterprise-wide deployments with high stability.
  Outcome:Consistent performance at any scale.
• Flexible Deployment Options
  Benefit:Deploy across cloud, hybrid, or on-premises environments.
  Evidence:Avaya documentation confirms Infinity’s multi-environment capability.
  Outcome:Aligns to your security, compliance, and operational requirements.

Architecture and Deployment

Why this matters:Architecture affects reliability, security, integration strategy, and project risk.

The Avaya Infinity Platform uses acloud-ready, containerized architecturecapable of running across:

• Public cloud environments
• Private cloud
• On-premises data centers
• Hybrid combinations

High-Level Deployment Flow:

1. Assess existing communications, voice, and digital systems
2. Design your optimal deployment model (cloud, hybrid, or on-premises)
3. Implement Infinity’s orchestration, channels, and automation components
4. Integrate CRM, analytics, AI engines, agent desktop tools, and voice systems
5. Transition selected queues or teams onto Infinity
6. Expand usage and optimize workflows

This design allows you to adopt Infinity at your pace—starting with digital and automation capabilities before shifting voice if desired.

Integrations and Interoperability

Why this matters:Most enterprises run multiple communication systems that must work together.

Infinity is built to operate alongside existing Avaya platformsandother telephony systems. Converged Systems specializes inmulti-vendor voice environments, ensuring:

• Smooth coexistence between Infinity and your current PBX or contact center stack
• A unified orchestration layer across all channels
• Integration strategy that aligns with business goals and technology constraints

You gain modernization without destabilizing your current environment.

How Converged Systems Helps

Why this matters:Successful projects require expertise, governance, and low-risk execution.

Converged Systems supports your full technology lifecycle:

• Environment assessment and requirements definition
• Platform selection, licensing, and procurement
• Architecture and deployment planning
• Migration design—phased and low-risk
• Integration with voice systems, CRM, analytics, and AI models
• Workflow and automation development
• Change management, training, and adoption enablement
• Post-deployment monitoring, support, and optimization

We align your success metrics—CSAT, AHT, agent productivity, cost-to-serve—with the design and rollout of the Infinity platform.

Migration Paths

Why this matters:Leaders must understand the operational impact and risk profile before modernizing.

For existing Avaya customers:

1. Deploy Infinity orchestration and digital channels alongside your current system
2. Migrate selected queues to Infinity for early value
3. Transition voice workloads at your chosen pace
4. Retire legacy components once stable on Infinity

For organizations using other phone systems:

1. Assess voice and digital landscape
2. Integrate Infinity as the orchestration and automation layer
3. Shift individual use cases to Infinity
4. Evaluate long-term voice strategy as needed

Both paths minimize risk and maintain service continuity.

FAQs

1. What deployment models does the Avaya Infinity Platform support?
   It supports cloud, on-premises, and hybrid deployments, giving your organization flexibility to modernize at its own pace.
2. Can the platform work with my existing phone system?
   Yes. Infinity is designed to coexist with Avaya and non-Avaya telephony platforms to protect your previous investments.
3. How does Converged Systems support multi-vendor environments?
   We specialize in integrating and managing environments that include Avaya and other providers, ensuring interoperability and smooth migrations.
4. How long does implementation take?
   Timelines vary based on complexity, but Converged Systems uses a phased approach to reduce risk and accelerate early value.
5. Does the Avaya Infinity Platform support AI-driven capabilities?
   Yes. It enables AI-powered workflows, automation, and seamless switching between AI models.
6. What ongoing support is available?
   Converged Systems offers managed services, workflow optimization, platform monitoring, and continuous enhancement.
7. Is Infinity suitable for large enterprise contact centers?
   Yes. Avaya designed it for enterprise-scale deployments with strong reliability and architecture flexibility.

Contact us when you're ready to modernize your contact center with flexible, AI-driven customer experiences—without the risk of a disruptive migration. We can help you deploy the Avaya Infinity Platform with confidence and long-term support.