Avaya Experience Platform

avaya.com

From $48/mo WebAPISelf-hosted

Spec score 8.7 #2 of 23 in Telemarketing

What it is

Avaya Experience Platform, also called Avaya Infinity, coordinates omnichannel customer interactions with enterprise systems, data, AI and workflows. It supports inbound calling, outbound dialing, IVR building, digital channels and workforce management for large, complex contact centers, including environments with thousands of agents. Teams can create low-code or no-code workflows, while authorized business users can update them under IT governance. Avaya describes the orchestration as AI-agnostic and supports multiple models, real-time customer context and automated workflows. Deployment choices include cloud, hybrid and on-premises, with API, self-hosted and web platforms. Listed controls include role-based access, audit trails, retention settings, bring-your-own-key and organization-defined permissions. Integrations include Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams and Verint. Digital costs $48 a month, Voice 83.00 USD, and All Media 125.00 USD, based on 200–399 concurrent users over three years; additional charges may apply.

Spec sheet

Purpose: Avaya Infinity connects systems, data, AI, and workflows so enterprises can orchestrate customer interactions and actions.Read 7 Oct 2026 · avaya.com
Audience: The platform is designed for large, complex enterprise contact center environments, including deployments with thousands of agents.Read 7 Oct 2026 · avaya.com
Deployment: Avaya lists cloud, hybrid, and on-premises deployment options.Read 7 Oct 2026 · avaya.com
Free plan: NoRead 23 Sep 2026 · ccaas.avaya.com
Paid from: 48Read 23 Sep 2026 · ccaas.avaya.com
Integrations: Avaya lists Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint WEM among its ecosystem connections.Read 7 Oct 2026 · avaya.com
Support: Included support covers maintenance, incident tracking and resolution, and updates and upgrades.Read 7 Oct 2026 · support.avaya.com
AI and workflows: It supports AI-driven workflow automation, low-code/no-code workflow creation, multiple AI models, and guardrails.Read 7 Oct 2026 · avaya.com
AI options: Avaya Infinity supports multiple AI models and describes its orchestration as AI-agnostic.Read 7 Oct 2026 · avaya.com
Availability: The service description specifies a 99.999% availability target for Avaya Infinity cloud service.Read 7 Oct 2026 · support.avaya.com
Bring your own: The platform supports bring-your-own options for carrier, messaging, workforce management, and AI, and integration with preferred workforce engagement tools.Read 7 Oct 2026 · avaya.com
Core features: The platform combines omnichannel interactions, AI-driven workflows, workflow automation, and real-time customer context.Read 7 Oct 2026 · avaya.com
CRM and collaboration integrations: Avaya names Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, and Microsoft Teams as integration options.Read 7 Oct 2026 · avaya.com
Data integration: Avaya says Infinity activates enterprise data through Databricks using Delta Sharing.Read 7 Oct 2026 · avaya.com
Data protection limit: Unless otherwise agreed in the order, customers may not use the service to process protected health information under HIPAA.Read 7 Oct 2026 · support.avaya.com
Data retrieval: After service termination or expiration, Avaya does not provide customer data storage, and retrieval before termination may incur additional charges.Read 7 Oct 2026 · support.avaya.com
Digital channel scope: omnichannelRead 23 Sep 2026 · ccaas.avaya.com
Emergency calling: The service description says Infinity does not provide emergency calling outside the United States and Canada.Read 7 Oct 2026 · support.avaya.com
Inbound calling: YesRead 23 Sep 2026 · ccaas.avaya.com
Intended customers: Avaya describes Infinity as designed for large, complex enterprise contact center environments, including deployments with thousands of agents.Read 7 Oct 2026 · avaya.com
IVR builder: YesRead 23 Sep 2026 · ccaas.avaya.com
Outbound dialer: YesRead 23 Sep 2026 · ccaas.avaya.com
Outbound engagement: Outbound Preview Mode supports pre-call customer context, campaign and compliance management, real-time campaign statistics, and operational reporting.Read 7 Oct 2026 · avaya.com
Partner ecosystem: The Avaya Infinity ecosystem page names Microsoft, Google, Salesforce, Verint, Cresta, Poly.ai, Journey.ai, ElevenLabs, and Cisne among its technology partners.Read 7 Oct 2026 · avaya.com
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.Read 7 Oct 2026 · support.avaya.com
Resilience: The platform lists geo-redundancy, an API gateway, a health dashboard, and hyperscaler infrastructure for enterprise resilience and scale.Read 7 Oct 2026 · avaya.com
Security controls: Avaya lists role-based access control, audit trails, retention controls, bring-your-own-key, and enterprise-defined policies and permissions.Read 7 Oct 2026 · avaya.com
Support and demos: Avaya offers a self-guided product tour, live demo series, personalized demos, and links to support and documentation.Read 7 Oct 2026 · avaya.com
Training: Self-service training resources such as videos, user guides, and documentation are included; Avaya can provide end-user training for an additional fee.Read 7 Oct 2026 · support.avaya.com
Workflow tools: The product supports low-code/no-code workflow creation and gives authorized business teams visual tools to update workflows under IT governance.Read 7 Oct 2026 · avaya.com
Workforce management: YesRead 23 Sep 2026 · ccaas.avaya.com
Workforce tools: Avaya says Infinity works with Verint for workforce engagement and can integrate preferred WEM and WFM environments.Read 7 Oct 2026 · avaya.com

Plans and prices

Digital $48 a month Pricing shown in US dollars, based on 200–399 concurrent users over a three-year term; additional charges may apply base Unlimited email, chat, and text messaging · Bring your own digital channel and chatbot · AI-powered self-service and intelligent routing Read 23 Sep 2026 · ccaas.avaya.com

Voice $83 a month Pricing shown in US dollars, based on 200–399 concurrent users over a three-year term. Inbound and outbound voice · AI-powered self-service and intelligent routing · Call and screen recording and quality management Read 23 Sep 2026 · ccaas.avaya.com

All Media $125 a month Pricing shown in US dollars, based on 200–399 concurrent users over a three-year term. Includes Digital and Voice capabilities · Blended media to serve inquiries simultaneously · Workforce engagement for performance and compliance Read 23 Sep 2026 · ccaas.avaya.com

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 Read 7 Oct 2026 · avaya.com

Every Avaya Experience Platform plan and price →

Strong points and limits

Strong points

Omnichannel interactions with real-time context
Low-code/no-code workflow tools
Multiple AI models and routing
Cloud, hybrid and on-premises deployment
Named CRM and workforce integrations

Limits

No free plan
Prices use a 200–399 concurrent-user basis
Emergency calling unavailable outside US and Canada
Data retrieval may incur charges after termination

Who it suits

It is aimed at large, complex enterprise contact centers, including deployments with thousands of agents. Organizations can choose cloud, hybrid or on-premises operation and connect existing CRM and workforce tools.

Verdict

Avaya Infinity combines contact-center channels, workflow automation, AI options and enterprise controls. Its plans and deployment choices address large organizations, with pricing and conditions that require careful review.