Reimagining Enterprise CX: What you can expect from Avaya’s new CX platform
Sabio has enjoyed a long, fruitful partnership with Avaya for nearly 30 years; a partnership which has yielded great success for both organisations and a mutual relationship that goes beyond just business.
In fact, we’ve spent the last six months working closely with Avaya ahead of the launch of its new Avaya Infinity platform, enabling us to get up close and personal to it and allowing us to see if it does indeed stand up to Avaya’s claim that it will redefine how enterprises deliver connection in the age of AI.
Our specialists have had the unique opportunity to test, evaluate, and help shape the platform ahead of general release. By working closely with both Avaya’s product teams and our enterprise clients, we’ve provided valuable insight and feedback that has directly contributed to the refinement of the platform’s development.
The initial results we’re seeing are already extremely encouraging.
This early access has allowed our teams to explore the full breadth of Infinity’s capabilities in real-world enterprise environments. From omnichannel workflow orchestration to AI-powered agent assistance, we’ve validated key use cases, uncovered new opportunities, and confirmed the platform’s readiness for highly complex operational demands. It’s a powerful example of collaborative innovation — where vendor and partner work in lockstep to ensure new technology delivers measurable value from day one.
A Roadmap Built for the Realities of Enterprise
Let’s face it: modernising enterprise contact centres is no small task. The shift from legacy on-premise infrastructure to cloud-native solutions is often mired in complexity, cost, and disruption. For many organisations, it’s not just a technology transition — it’s a transformation that affects people, processes, governance, and customer expectations. And this is where many “one-size-fits-all” CCaaS models fall short.
What makes Avaya Infinity™ different is its understanding of these challenges — and its commitment to overcoming them without forcing compromise. Instead of a disruptive rip-and-replace approach, Infinity is designed to work with existing investments, providing a scalable and secure path to modernisation.
With a universal cloud architecture supporting on-premise, private, and public deployments, Infinity allows businesses to move at their own pace, based on their specific operational, regulatory, and strategic needs. Whether driven by a need for data sovereignty, low-latency performance, or business continuity, Infinity adapts to the enterprise — not the other way around.
In my opinion, this “modernise what you have, innovate what’s next” philosophy is exactly what today’s enterprises need. It empowers them to adopt AI, integrate digital channels, and optimise workflows — all while protecting critical infrastructure and minimising risk. At Sabio, we see this approach as a necessary and long-overdue evolution in the CX space.
Connecting the Dots: From Channels to Workflows
For me, Avaya Infinity™ feels like more than just a new platform — it’s a connection fabric that brings together every part of the customer and employee experience. In today’s fragmented technology landscape, where systems often operate in isolation, solutions such as Infinity enables a unified view by connecting channels, insights, technologies, and workflows into a single intelligent ecosystem.
Its low-code, drag-and-drop design tools make workflow creation and orchestration accessible to non-technical users, reducing the need for complex development and IT resources. From real-time customer intent detection to post-interaction automation, Infinity puts powerful capabilities directly into the hands of business teams.
By eliminating silos, Infinity allows organisations to move from isolated transactions to fluid, contextual, and continuous customer journeys. Whether seamlessly transferring from bot to agent or adapting workflows based on sentiment, Infinity delivers experiences that are not only efficient but also deeply personalised.
This integrated, agile approach transforms CX from a cost centre into a strategic growth driver — enabling businesses to respond in real time, evolve quickly, and exceed rising customer expectations.
Being part of Avaya’s early adoption programme has allowed us to engage with Infinity in a hands-on, strategic way. As an expert services partner for Avaya and our joint customers, we’re not just observing innovation — we’re helping to shape it.
For me, that kind of collaboration is rare, and it speaks volumes about Avaya’s commitment to co-creating solutions that truly work for the enterprise.
If you’re ready to explore Avaya Infinity™ or simply want a chat on how you can modernise, simplify, and elevate your contact centre experience, get in touch with us.
We’re Sabio, and we’d love to show you what’s possible with Avaya Infinity.