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Avaya Experience Platform

by Avaya Experience Platform

Paid APISelf-hostedWeb

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Avaya Experience Platform's own site

What Avaya Experience Platform is

Avaya Experience Platform, also called Avaya Infinity, connects customer interactions with enterprise systems, data, AI, and workflows. It is built for large, complex contact centers, including deployments with thousands of agents. The platform supports inbound and outbound calling, IVR, and omnichannel digital interactions, and brings real-time customer context into AI-driven workflows and automation.

Teams can create workflows with low-code and no-code tools. Authorized business teams can make visual updates within IT governance, and the platform supports multiple AI models with an AI-agnostic orchestration approach. Avaya lists cloud, hybrid, and on-premises deployment, along with role-based access, audit trails, retention controls, bring-your-own-key, and organization-defined policies and permissions.

Named integrations include Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint workforce tools. The service also supports bring-your-own options for carrier, messaging, workforce management, and AI. Avaya lists Digital, Voice, and All Media plans, with monthly prices based on 200–399 concurrent users over a three-year term. Its Avaya Infinity plan uses flexible per-seat licensing, with capacity and terms varying by organization.

Who it suits

Avaya Experience Platform is suited to large contact centers that need to coordinate voice and digital interactions, workflows, and customer context across enterprise systems. It may fit organizations seeking deployment choices, AI model options, and workforce or CRM integrations.

What it does well

  • Supports inbound and outbound calling, IVR, and omnichannel interactions.
  • Offers cloud, hybrid, and on-premises deployment.
  • Low-code and no-code tools support workflow creation.
  • Lists multiple AI models and AI-agnostic orchestration.
  • Names integrations including Salesforce, Microsoft Teams, and Verint.

What to know first

  • No free plan is available.
  • Digital, Voice, and All Media prices are based on 200–399 concurrent users over a three-year term.
  • Additional charges may apply to listed Digital, Voice, and All Media pricing.
  • Protected health information under HIPAA cannot be processed unless otherwise agreed.

Limits

There is no free plan. Digital, Voice, and All Media pricing is shown per month for 200–399 concurrent users over a three-year term, and additional charges may apply. Unless otherwise agreed in the order, the service cannot be used to process protected health information under HIPAA.

Plans

PlanBilled and limitsPrice
DigitalPricing 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$48 a month
VoicePricing 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$83 a month
All MediaPricing 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$125 a month
Avaya InfinityFlexible per-seat model · Named or Concurrent licensing · Package, add-on, and services options · Capacity and terms vary by organizationOn request

As avaya.com lists them, read 23 Sept 2026. The maker's own page has the final word.

Getting started

  1. Visit https://www.avaya.com/en/products/infinity-platform/.
  2. Review the Digital, Voice, and All Media plans or the flexible Avaya Infinity licensing model.
  3. Request pricing for the plan and terms that fit your organization.
  4. Choose cloud, hybrid, or on-premises deployment.
  5. Explore Avaya's self-guided product tour, live demo series, or personalized demo.
  6. Use Avaya's support and documentation links for service resources.

Verdict

Choose Avaya Experience Platform if your organization needs enterprise contact center orchestration across channels, data, AI, and workflows. Its deployment and integration options serve complex environments, while the listed monthly prices are tied to a specific user range and three-year term. Organizations should also review the HIPAA processing restriction and the flexible licensing terms for Avaya Infinity.

Questions

Does Avaya Experience Platform have a free plan?

No. Its pricing model is paid, and Avaya lists pricing on request.

What are the listed plan prices?

Digital is $48 a month, Voice is $83 a month, and All Media is $125 a month. These prices are based on 200–399 concurrent users over a three-year term; additional charges may apply.

What platforms does it support?

The listed platforms are API, self-hosted, and web. Avaya also lists cloud, hybrid, and on-premises deployment options.

Which integrations are named?

Avaya names Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint workforce tools, among other ecosystem partners.

Who is the platform designed for?

Avaya describes it as designed for large, complex enterprise contact center environments, including deployments with thousands of agents.

Can the service process protected health information under HIPAA?

Unless otherwise agreed in the order, customers may not use the service to process protected health information under HIPAA.

Facts from Avaya Experience Platform's own pages

AI and workflows
It supports AI-driven workflow automation, low-code/no-code workflow creation, multiple AI models, and guardrails. · avaya.com, 7 Oct 2026
AI options
Avaya Infinity supports multiple AI models and describes its orchestration as AI-agnostic. · avaya.com, 7 Oct 2026
Audience
The platform is designed for large, complex enterprise contact center environments, including deployments with thousands of agents. · avaya.com, 7 Oct 2026
Availability
The service description specifies a 99.999% availability target for Avaya Infinity cloud service. · support.avaya.com, 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. · avaya.com, 7 Oct 2026
Core features
The platform combines omnichannel interactions, AI-driven workflows, workflow automation, and real-time customer context. · avaya.com, 7 Oct 2026
CRM and collaboration integrations
Avaya names Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, and Microsoft Teams as integration options. · avaya.com, 7 Oct 2026
Data integration
Avaya says Infinity activates enterprise data through Databricks using Delta Sharing. · avaya.com, 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. · support.avaya.com, 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. · support.avaya.com, 7 Oct 2026
Deployment
Avaya lists cloud, hybrid, and on-premises deployment options. · avaya.com, 7 Oct 2026
Digital channel scope
omnichannel · ccaas.avaya.com, 23 Sept 2026
Emergency calling
The service description says Infinity does not provide emergency calling outside the United States and Canada. · support.avaya.com, 7 Oct 2026
Free plan
No · ccaas.avaya.com, 23 Sept 2026
Inbound calling
Yes · ccaas.avaya.com, 23 Sept 2026
Integrations
Avaya lists Salesforce, Microsoft Dynamics 365, ServiceNow, Zendesk, Microsoft Teams, and Verint WEM among its ecosystem connections. · avaya.com, 7 Oct 2026
Intended customers
Avaya describes Infinity as designed for large, complex enterprise contact center environments, including deployments with thousands of agents. · avaya.com, 7 Oct 2026
IVR builder
Yes · ccaas.avaya.com, 23 Sept 2026
Outbound dialer
Yes · ccaas.avaya.com, 23 Sept 2026
Outbound engagement
Outbound Preview Mode supports pre-call customer context, campaign and compliance management, real-time campaign statistics, and operational reporting. · avaya.com, 7 Oct 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. · avaya.com, 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. · support.avaya.com, 7 Oct 2026
Purpose
Avaya Infinity connects systems, data, AI, and workflows so enterprises can orchestrate customer interactions and actions. · avaya.com, 7 Oct 2026
Resilience
The platform lists geo-redundancy, an API gateway, a health dashboard, and hyperscaler infrastructure for enterprise resilience and scale. · avaya.com, 7 Oct 2026

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