What is Avaya Infinity™?
The Avaya Infinity™ platform aims to enable large enterprises and public sector organizations to strengthen the customer connections that build business value. The platform also aims to give customers the capabilities to interact with organizations on their terms while improving the quality of the one-to-one human relationships that dictate enterprise success.
Avaya Infinity™ creates connected customer experiences by:
- Connecting Channels, bringing voice and digital channels together to keep customer and employee communication flowing.
- Connecting Insights, combining fragmented data and illuminating customer and employee behaviors to speed smarter decisions.
- Connecting Technologies, unifying AI, applications and disparate systems into a single ecosystem to keep businesses agile.
- Connecting Workflows, integrating and orchestrating every workflow to deliver instant, hyper-personalized experiences that reflect infinite customer journeys.
Categories & Use Cases
Top Performing Features
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
Interactive voice response
Pre-recorded greeting and menu options a customer can select from a telephone keypad.
Category average: 8.7
Call forwarding
Forwarding of calls to the appropriate agents.
Category average: 8.3
Areas for Improvement
Call scripts
Providing agents with a predefined conversation script.
Category average: 8.2
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.2
Predictive dialing
Dials multiple numbers at once and connects the salesperson if a live speaker answers.
Category average: 8.7
