Avaya Infinity™ June 30, 2025 Release Notes

Last Updated : May 31, 2026 |

Avaya Infinity™ June 30, 2025 Release Notes

Avaya Infinity™ is a modern, enterprise-grade, customer experience platform that is designed to transform traditional contact centers into agile and intelligent connection centers. Designed to unify fragmented systems and streamline complex workflows, the platform delivers intelligent orchestration, hyper-personalization, and seamless omnichannel engagement across voice, digital, and self-service channels.

Built on a single, unified code base, the platform ensures consistent functionality, seamless deployment flexibility, and simplified management, ensuring consistent performance, simplified upgrades, and operational agility. With secure partitioning, dedicated resources, and enterprise-grade privacy controls, Avaya Infinity™ ensures data sovereignty, compliance, and resilience at scale.

This inaugural release of Avaya Infinity™ platform introduces a cloud-native, microservices-based architecture designed to deliver scalable, secure, and intelligent customer experience solutions for large enterprises. This release introduces the following core components of the solution:

Workflow

Avaya Infinity™ provides a centralized, low-code/no-code design environment called “Workflow”, which enables business analysts, IT experts, and workflow designers to build, deploy, and manage customer engagement logic across voice and digital channels. It empowers organizations to define self-service experiences and routing strategies using an intuitive, modular canvas — allowing for integration with external systems, dynamic decisioning, and personalized journeys across supported channels.

The Workflow is powered by an intelligent orchestration engine that enables dynamic, event-driven workflow automation across customer and employee journey. The engine supports conditional logic, real-time data integration, AI model orchestration and seamless integration with backend enterprise systems such as CRMs via REST APIs and webhooks. It enables rapid iteration and deployment of personalized, context-aware experiences without requiring advanced development expertise.

Documentation Reference: Configuring Workflows for Avaya Infinity

Desktop

Avaya Infinity™ Desktop is a web-based, multi-role interface designed to deliver a unified, context-rich experience for agents and supervisors. Built as a thin-client application accessible via modern browsers, it provides a single pane of glass that consolidates all customer interaction tools, data, and workflows into one intuitive workspace.

The desktop supports seamless engagement across all communication channels allowing users to manage interactions without switching interfaces or losing context. It is tightly coupled with Workflow, allowing agents to trigger or participate in automated workflows directly from the interface. Supervisors benefit from embedded monitoring, coaching, and reporting tools, while the platform’s extensible architecture supports custom integration with external web sources that can be embedded as "iframes" within Desktop.

Documentation Reference: Using Avaya Infinity Agent Desktop

Analytics

Avaya Infinity™ Analytics delivers a robust, enterprise-grade reporting and insights layer designed to provide comprehensive historical and real-time analysis across agents, queues, workflows, and engagement channels. This release introduces out-of-the-box dashboards and reports for agents, supervisors, and business leaders, with the flexibility to create custom visualizations tailored to specific KPIs. The integration with an inbuilt Business Intelligence engine allows for interactive, customizable dashboards that support real-time trend analysis and operational tuning. 

Analytics is embedded directly within the Avaya Infinity™ Desktop through a simplified, web-based Business Intelligence interface. It offers an extensive library of prebuilt visualizations and dashboards, with the ability to drill down into granular data, apply advanced filters, and export reports in Excel or PDF formats. Users can modify out-of-the-box calculated measures and customize or create new reports to align with specific business requirements. This flexibility enables contact center managers to gain deep insights into agent behavior, queue dynamics, and workflow performance—empowering real-time decision-making and continuous service improvement.

Documentation Reference: Using Avaya Infinity Analytics

Admin

Avaya Infinity™ Admin is a centralized web-based management interface that provides fine-grained control over Avaya Infinity platform configuration, access, and operational governance. It enables administrators to define and enforce user permissions across all functional areas—ensuring that users have access only to the components and capabilities relevant to their responsibilities. This includes managing access to phone numbers, Trunks, Queues, Workflows, Analytics and CX components like web chat and audio prompts.

It also provides robust integration management for third-party systems such as Salesforce, Zendesk, Dialogflow, Verint, SAML providers, and E911 Inform, ensuring secure and synchronized data exchange across the enterprise. With built-in support for bulk user provisioning via dynamic Excel templates, administrators can efficiently onboard or update thousands of users at once. The Admin dashboard supports fine grained configuration of users, teams, locations, and system behaviors allowing organizations to maintain strict control over their contact center environment while enabling scalable, policy-driven administration.

Documentation References: Administering Avaya Infinity

Real time Voice Transcription

Avaya Infinity platform supports native, real-time voice transcription capabilities that enhance contact center performance. These capabilities convert live voice conversations into accurate, real-time text across supported languages, improving accessibility and inclusivity for CX operations that span a wide geographical area. Administrators can enable transcription at the queue level, ensuring that only relevant interactions are transcribed based on business needs.

During active calls, agents can view live transcriptions directly within the desktop interface, aiding comprehension and enabling more effective responses. Transcriptions are stored in the customer journey service and are accessible via the connection feed. Supervisors benefit from the ability to monitor conversations in real-time without needing to barge in, supporting quality assurance and coaching initiatives.  Additionally, transcribed content can be processed through message workflows for advanced use cases such as keyword detection, compliance monitoring, and sentiment analysis.

Documentation References:

Workforce Engagement (Voice Channel) 

Avaya Infinity™ integrates with Verint Workforce Engagement Management (WEM) to optimize agent performance and operational efficiency for voice interactions. This integration enables contact centers to manage workforce planning, quality, and compliance through a suite of AI-powered tools. Key capabilities include voice call and screen recording, manual and automated quality evaluations, schedule creation based on historical voice queue data, real-time adherence tracking, and performance scorecards.

Additionally, speech analytics allows ingestion and transcription of recorded calls to uncover trends and actionable insights, while Verint’s voice survey functionality supports post-call feedback via Connection Designer. Together, these capabilities empower organizations to elevate service quality, ensure regulatory compliance, and drive continuous improvement across voice operations leading to a high-performance, insight-driven CX workforce.

Documentation References:

Contacting Support 

For any support related query on Avaya Infinity™ go to OneCare Portal.

Then navigate : View -> Avaya Cloud Solutions Support -> Avaya Infinity™. 

 Select Chat with live agents to get answers to your questions or request.

The agent would connect you to a support team, if an issue requires additional expertise.