For contact centers, it means faster resolution times, reduced wait times and a more personalized customer journey. Employees benefit from AI-driven insights that empower them with the information and tools they need to resolve issues effectively, thereby enhancing their experience and productivity. Delivering exceptional customer experience (CX) and employee experience (EX) has become a pivotal differentiator for businesses striving to maintain a competitive edge in today’s digital landscape. As the demands of customers and employees continue to evolve, businesses are increasingly integrating advanced technologies to transform their business and contact center operations and unified communications platforms.

AI-driven orchestration automates and optimizes workflows within an organization, streamlining complex processes by intelligently coordinating tasks, resources and data across various systems and departments. It’s what unifies customer experiences ─ turning the contact center into a connection center. Intelligent orchestration is at the heart of Avaya Infinity™ platform’s capabilities. This technology automates complex processes, streamlining interactions and reducing manual intervention.

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Businesses that embrace innovations such as Avaya Infinity™ platform’s AI-driven intelligent orchestration capabilities will be well-positioned to thrive in an increasingly competitive landscape. By leveraging this platform, organizations can transform their contact centers into connection centers ─ delivering growth and driving both satisfaction and success. For years, and in some cases decades, enterprises have been trapped in a maze of disconnected systems, rigid workflows and costly integrations, leaving employees frustrated and customers dissatisfied while stifling agility and innovation.

Customer expectations continue to rise, with consumers demanding more personalized, efficient and seamless interactions. Simultaneously, employee satisfaction and engagement have become crucial as the workforce increasingly values flexibility, empowerment and efficient tools to perform their jobs effectively. Integrating CX and EX strategies is no longer optional; it is essential for business growth and sustainability. Today the CMSWire community consists of over 5 million influential customer experience, customer service and digital experience leaders, the majority of whom are based in North America and employed by medium to large organizations. CMSWire’s Marketing & Customer Experience Leadership channel is the go-to hub for actionable research, editorial and opinion for CMOs, aspiring CMOs and today’s customer experience innovators. Our dedicated editorial and research teams focus on bringing you the data and information you need to navigate today’s complex customer, organizational and technical landscapes.

Avaya Infinity™ platform is built to deliver full AI-powered orchestration — a unified ecosystem where AI agents (such as Adobe AI, Verint AI, your own AI and more) and Avaya AI solutions, work in harmony. This platform orchestrates AI to power transformative, hyper-personalized customer experiences across your organization. By integrating AI and workflow orchestration, Avaya Infinity™ platform enhances business efficiency, boosts customer retention and elevates employee satisfaction, creating a seamless and optimized experience for all stakeholders. Customer interactions are more personalized and streamlined and agents are more efficient with additional knowledge to serve the customers, resulting in better synergy across the entire organization – not just within the contact center. Avaya Infinity™ platform offers intelligent orchestration, dynamic routing and hyper-personalization to create a secure, seamless experience across every channel with measurable benefits for both CX and EX.

• Our sister community, Reworked, gathers the world’s leading employee experience and digital workplace professionals.
• We serve over 5 million of the world’s top customer experience practitioners.
• Avaya Infinity™ platform offers intelligent orchestration, dynamic routing and hyper-personalization to create a secure, seamless experience across every channel with measurable benefits for both CX and EX.
• For years, and in some cases decades, enterprises have been trapped in a maze of disconnected systems, rigid workflows and costly integrations, leaving employees frustrated and customers dissatisfied while stifling agility and innovation.

For over two decades CMSWire, produced by Simpler Media Group, has been the world’s leading community of digital customer experience professionals. Our sister community, Reworked, gathers the world’s leading employee experience and digital workplace professionals. And our newest community, VKTR, is home for AI practitioners and forward thinking leaders focused on the business of enterprise AI.