Customer Service & Support / Contact Center Software
Avaya Infinity Review, Pricing, Pros & Cons
Avaya Infinity is an enterprise customer experience platform for orchestrating contact center interactions, data, AI, and workflows across deployment environments.
Research by Global Tool Radar Research SystemEvidence checked: Sep 20, 2026AI-assisted · No Global Tool Radar hands-on testView research methodology
A compact view of who this tool fits, what it costs, and what to confirm before choosing it.
Best for
A large enterprise needs to modernize an existing Avaya Aura or Call Center Elite estate incrementally: Infinity Hybrid is specifically designed to add cloud-based Infinity capabilities while retaining existing on-premises systems and established routing logic.
Deployment architecture must span cloud and on-premises environments: Avaya positions Infinity as a universal architecture supporting cloud advantages with on-premises security and data-sovereignty control, and provides Voice Orchestration and Hybrid bundles for existing estates.
More buying conditions
The contact center needs distinct voice-only, digital-only, combined, or full omnichannel bundles: The current service catalog separates Essentials Voice, Essentials Digital, Advanced, and Ultra for those scopes.
CRM and workflow interoperability with Salesforce, Dynamics 365, and Zendesk is important: The service supports CRM desktop and workflow integrations, including Salesforce and Microsoft alliance options.
Not for
An agent-based deployment cannot meet a 500-agent minimum commitment: The service description states that the Monthly Minimum Agent Commit is no less than 500 named or concurrent agents for an Order unless the parties agree otherwise in writing.
The organization requires a month-to-month subscription with no fixed term: Infinity subscriptions are offered in 1-, 2-, 3-, 4-, and 5-year increments, with early-termination charges tied to the remaining minimum commitment.
More buying conditions
Protected health information must be processed without a negotiated HIPAA term: Unless otherwise agreed in the Order, the customer may not use the service to create, receive, transmit, maintain, use, or disclose HIPAA-defined PHI.
Pricing
Sales-assisted subscription pricing by fixed, named-agent, or concurrent-agent bundle, with monthly-in-arrears or annual-prepay invoicing, 1-to-5-year terms, and usage overages above monthly fair-use allowances.
Voice Orchestration · Requires quote · per fixed bundle · per month · Monthly invoicing in arrears · custom quote · paid in arrears · fixed-term commitment
Product scope
Product functionality and purchase scope
Enterprise contact-center and customer-experience platform offered through six current service bundles spanning voice orchestration, hybrid modernization, digital-only, voice-only, combined voice and digital, and full omnichannel operations with Verint workforce engagement capabilities.
Avaya Aura Call Center Elite except where Infinity Hybrid explicitly modernizes it
Avaya Nexus
Avaya Government Cloud
Avaya Unified Communications
Separately priced Avaya Professional Services
Partner products and third-party items except where a current Infinity bundle or add-on explicitly includes or integrates them
Personalized demo access as a non-plan evaluation route
Pricing plans
Avaya Infinity pricing table
Pricing checked: Sep 20, 2026
Official factConfidence 94%2 linked sources
Avaya Infinity has six current service bundles with no public numeric base subscription rates. Agent-based orders generally require a Monthly Minimum Agent Commit of at least 500 named or concurrent agents unless otherwise agreed in writing. Customers choose monthly invoicing in arrears or annual prepayment. Subscription terms are available in 1-, 2-, 3-, 4-, and 5-year increments, and multiple service elements carry monthly fair-use allowances followed by published overage charges.
No public numeric base subscription rates: All six service bundles require an Order or sales quote; only payment options, commitment structure, minimums, and selected usage overages are public.
500-agent minimum commitment: Named- and concurrent-agent orders generally require at least 500 committed agents unless the parties agree otherwise in writing.
Usage overages and maximum-agent controls: Monthly fair-use allowances vary by bundle, agent metric, and WEM choice. Excess usage is charged, and agent usage above 150% of the monthly minimum requires a change order.
Verint, WEM, and professional-services scope: Some Verint capabilities depend on the selected WEM configuration, separately billed storage, or implementation services; buyers should itemize those elements in the Order.
Emergency-calling add-ons: US and Canada deployments require a separately priced emergency-location add-on with a mandatory one-time setup fee; availability differs outside those markets.
PlanPriceKey differencesBest for
Voice OrchestrationFixed-metric Voice Orchestration service bundle
Requires quote · per fixed bundle · per month · Monthly invoicing in arrears · custom quote · paid in arrears · fixed-term commitment
Cloud orchestration and self-service for on-premises contact centers: included; Requires BYOC Hybrid setup with a supported on-premises session border controller.
Organizations retaining an on-premises contact center while adding cloud-based orchestration, workflow management, and self-service.
Infinity HybridConcurrent-agent Infinity Hybrid service bundle
Requires quote · per concurrent agent · per month · Monthly invoicing in arrears · custom quote · paid in arrears · fixed-term commitment · minimum 500 concurrent agents
Avaya Aura and Call Center Elite modernization: included; Concurrent-agent metric only.
Existing Avaya Aura and Call Center Elite customers modernizing with cloud-based Infinity capabilities while preserving established routing logic.
Essentials DigitalNamed-agent or concurrent-agent Essentials Digital service bundle
Requires quote · per named or concurrent agent · per month · Monthly invoicing in arrears · custom quote · paid in arrears · fixed-term commitment · minimum 500 named or concurrent agents
Requires quote · per named or concurrent agent · per month · Annual prepayment · custom quote · annual upfront payment · fixed-term commitment · minimum 500 named or concurrent agents
Email, messaging, and web chat: included; Digital-channel bundle.
Enterprise contact centers focused on email, messaging, and web chat without requiring a voice-first bundle.
Essentials VoiceNamed-agent or concurrent-agent Essentials Voice service bundle
Requires quote · per named or concurrent agent · per month · Monthly invoicing in arrears · custom quote · paid in arrears · fixed-term commitment · minimum 500 named or concurrent agents
Requires quote · per named or concurrent agent · per month · Annual prepayment · custom quote · annual upfront payment · fixed-term commitment · minimum 500 named or concurrent agents
Enterprise contact centers that need Infinity voice capabilities without the combined digital-and-voice bundle.
AdvancedNamed-agent or concurrent-agent Advanced service bundle
Requires quote · per named or concurrent agent · per month · Monthly invoicing in arrears · custom quote · paid in arrears · fixed-term commitment · minimum 500 named or concurrent agents
Requires quote · per named or concurrent agent · per month · Annual prepayment · custom quote · annual upfront payment · fixed-term commitment · minimum 500 named or concurrent agents
Digital and voice capabilities: included; Combined-channel bundle.
Enterprise contact centers that need both digital and voice channels with routing, reporting, and workflow capabilities.
UltraNamed-agent or concurrent-agent Ultra service bundle
Requires quote · per named or concurrent agent · per month · Monthly invoicing in arrears · custom quote · paid in arrears · fixed-term commitment · minimum 500 named or concurrent agents
Requires quote · per named or concurrent agent · per month · Annual prepayment · custom quote · annual upfront payment · fixed-term commitment · minimum 500 named or concurrent agents
Omnichannel orchestration, workflow, and self-service: included.
Verint workforce engagement management capabilities: included; Governed by the Verint Workforce Engagement Cloud Service Description.
Large omnichannel contact centers needing combined channels, cloud orchestration, workflow, self-service, and included Verint workforce engagement capabilities.
Plan upgrade triggers
Verified plan boundaries that can change the required edition.
Essentials Digital → Advanced
The contact center needs voice capabilities in addition to digital channels.
The contact center needs the full omnichannel bundle with cloud orchestration, workflow, self-service, and included Verint workforce engagement capabilities.
Calculate additional usage only where the plan allowance, unit, and period are established. Published rates are shown separately when an estimate is not available.
Cloud IVR overage
$0.01 USD / additional minute
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
API-call overage
$0.00 USD / additional API call
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
Analytics API data extraction overage
$0.17 USD / GB of data extracted
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
Bring Your Own Carrier overage
$0.00 USD / additional minute
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
Cloud storage overage
$0.35 USD / additional GB of storage
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
Real-time voice transcription overage
$0.01 USD / additional minute
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
WebRTC voice inbound overage
$0.01 USD / additional minute
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
Real-time contextual media streaming overage
$0.01 USD / additional minute
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
AI Assistant for Analytics credit overage
$0.25 USD / additional Analytics Assistant credit
Published rate only. The plan allowance, matching unit, or billing period is not fully established, so extra cost cannot be calculated. An unknown allowance is not zero. Check the base subscription and any required products separately.
This calculation compares usage with the published allowance on the same unit and period basis. It excludes taxes, negotiated terms, and unverified packaging conditions.
What is included, connected, or sold separately
Product scope
What is included, connected, or sold separately
Material capabilities are separated by their verified relationship to the target product.
PCI DSS controls for attested service portionsIncluded capability
The statement is limited to portions identified in Avaya's current PCI DSS AOC and under Avaya control; customer compliance is not implied.
Plan: Voice Orchestration: Included · Infinity Hybrid: Included · Essentials Digital: Included · Essentials Voice: Included · Advanced: Included · Ultra: Included
Verint workforce engagement capabilities included in UltraIncluded capability
Ultra explicitly includes Verint WEM. Lower agent bundles can have Verint or BYO WEM configurations, but exact component availability is configuration-dependent.
Plan: Voice Orchestration: Unavailable · Infinity Hybrid: Unavailable · Essentials Digital: Not verified · Essentials Voice: Not verified · Advanced: Not verified · Ultra: IncludedVerint Workforce Engagement
Salesforce and Dynamics 365 desktop CTI integrationNative integration
The service matrix directly maps the desktop CTI integration by bundle.
Plan: Voice Orchestration: Unavailable · Infinity Hybrid: Included · Essentials Digital: Included · Essentials Voice: Included · Advanced: Included · Ultra: IncludedSalesforce and Microsoft Dynamics 365
Salesforce, Zendesk, and Dynamics workflow lookup integrationNative integration
The service matrix directly marks Workflow Lookup/Integration for all six bundles.
Plan: Voice Orchestration: Included · Infinity Hybrid: Included · Essentials Digital: Included · Essentials Voice: Included · Advanced: Included · Ultra: IncludedSalesforce, Zendesk, and Microsoft Dynamics
Agent desktop in all agent-based bundlesPlan-dependent capability
The service matrix directly marks Agent Desktop unavailable for Voice Orchestration and included for the other five bundles.
Plan: Voice Orchestration: Unavailable · Infinity Hybrid: Included · Essentials Digital: Included · Essentials Voice: Included · Advanced: Included · Ultra: Included
The score uses the category-specific buying dimensions below and their displayed weights.
This page is based on public product information, official sources, structured feature data, and multi-model AI evaluation. It is not a hands-on lab test unless explicitly stated. Confidence percentages describe our research indicators, not the probability that a claim is true or a measured accuracy rate.
Evidence confidence
84%
AI claim confidence
87%
Required-field evidence status
94%
Evidence freshness
100%
Field traceability
100%
Model agreement
89%
Why this confidence level
Evidence confidence uses source level and claim-to-source support; AI claim confidence is shown separately.
Required-field evidence status measures whether weighted required claims have evidence links; it does not mean every product behavior was independently verified.
7 of 7 weighted claims have evidence links.
1 A1 documentary official sources and 3 A2 official product sources are linked.
4 independent review sources are retained, including 0 professional sources with an explicit hands-on method.
No weighted claim is past the review window.
No blocking evidence conflict was identified.
Routing and queue precision18%
80
Queue, tag, direct-agent, and proficiency-based routing are included in bundle-defined scopes, giving large contact centers precise distribution controls when the selected bundle covers those routing objects.
Voice and telephony quality16%
73
Voice capabilities are delivered through Essentials Voice, Advanced, Ultra, Infinity Hybrid, and Voice Orchestration bundles, including BYOC hybrid setups with supported on-premises session border controllers, while US and Canada deployments require a separately priced emergency-location add-on with a mandatory one-time setup fee.
Omnichannel agent desktop effectiveness15%
76
An agent desktop with CRM CTI connectivity plus digital channels including web chat, email, messaging, and SMS is available in eligible bundles, and Advanced and Ultra combine digital and voice so agents can handle multi-channel work from the supported desktop.
IVR and self-service effectiveness12%
79
Cloud orchestration, workflow management, and self-service are included in Voice Orchestration and Ultra, which supports self-service design, but the exact IVR breadth and menu handling are not established for every edition.
Supervisor performance management12%
77
Real-time monitoring dashboards plus Verint recording, quality, workforce, and speech-analytics capabilities are available in bundle-defined configurations, with Ultra including Verint workforce engagement management under the Verint service description.
Contact center operational analytics10%
76
Customizable and historical reports together with real-time monitoring dashboards are available in eligible bundles, supporting day-to-day operational visibility when the chosen package includes those reporting elements.
Reliability and compliance controls10%
69
Portions of the service identified in the current PCI DSS Attestation of Compliance and under Avaya control are stated to remain compliant with the AOC available on request, yet HIPAA PHI use is prohibited unless the Order provides otherwise, customers retain telemarketing and recording compliance duties, and unmet network-readiness requirements can suspend service-level commitments.
Contact center administration scalability7%
74
Named-agent, concurrent-agent, and fixed-bundle commercial metrics, along with multiple service bundles and fixed-term ordering, support administration at enterprise scale, but the 500-agent minimum and negotiated commercial structure limit flexibility for smaller deployments.
Public review signals
Gartner Peer Insights reports 4. 2/5 for Avaya Infinity Platform; Capterra, GetApp, and Software Advice report 4. 7/5 for its documented predecessor
Gartner Peer Insights displays 4. 2/5 from 53 ratings for Avaya Infinity Platform. Capterra, GetApp, and Software Advice each display 4. 7/5 from the same 11-review Avaya Experience Platform pool; Avaya's service description documents Infinity as formerly Avaya Experience Platform, and the three identical aggregates are treated as one shared review network rather than independent agreement.
Public review signals updated: Aug 29, 2026
Capterra4.7/5
Review count
11 reviews
Source context
Capterra aggregate for Avaya Experience Platform, the documented predecessor name of Avaya InfinityDocumented product successor
View sourceHistory baseline established: Aug 29, 2026
Gartner Peer Insights4.2/5
Rating count
53 ratings
Source context
Gartner Peer Insights all-markets 4.2/5 aggregate for Avaya Infinity Platform from 53 ratingsDocumented product successor
View sourceHistory baseline established: Aug 29, 2026
GetApp4.7/5
Review count
11 reviews
Source context
GetApp aggregate for Avaya Experience Platform, the documented predecessor name of Avaya InfinityDocumented product successor
View sourceHistory baseline established: Aug 29, 2026
Software Advice4.7/5
Review count
11 reviews
Source context
Software Advice aggregate for Avaya Experience Platform, the documented predecessor name of Avaya InfinityDocumented product successor
View sourceHistory baseline established: Aug 29, 2026
Six current service bundles covering voice orchestration, hybrid modernization, digital, voice, combined, and omnichannel operations
Cloud orchestration, workflow automation, and self-service
Queue, tag, direct-agent, and proficiency-based routing in bundle-defined scopes
Agent desktop and CRM CTI connectivity
Digital channels including web chat, email, messaging, and SMS in eligible bundles
Customizable and historical reports plus real-time monitoring dashboards in eligible bundles
Detailed strengths and purchase cautions
Pros
Why it is worth considering
Queue, tag, direct-agent, and proficiency-based routing are available in bundle-defined scopes, supporting controlled work distribution for high-volume agent pools.
Six service bundles separate voice orchestration for on-premises centers, Aura and Call Center Elite hybrid modernization, digital-only, voice-only, combined digital-and-voice, and Ultra omnichannel packages so buyers can match channel scope without a single all-in SKU.
Ultra includes Verint workforce engagement management capabilities governed by the Verint Workforce Engagement Cloud Service Description, covering recording, quality, workforce, and speech-analytics elements in eligible configurations.
Open integration architecture with MCP and validated technology partners supports agent desktop CRM CTI connectivity and enterprise connections across Salesforce, Microsoft, Zendesk, AI, and data platforms.
Cons
What to confirm before buying
Agent-based orders generally require a Monthly Minimum Agent Commit of at least 500 named or concurrent agents unless otherwise agreed in writing, which limits fit for smaller centers.
No public numeric base subscription rates are published for any of the six bundles, so total cost depends on a negotiated Order.
Subscriptions use fixed 1-to-5-year terms that auto-renew for one-year periods absent timely notice and can impose a 100% remaining-minimum-commit termination charge.
HIPAA-defined PHI processing is prohibited unless the Order specifically provides otherwise, and customers retain responsibility for telemarketing, call-recording, and related legal obligations.
Cross-model buying perspectives
Multi-AI review
Cross-model buying perspectives
Multiple AI models assess this tool against the same buying criteria, so you can compare scores, confidence, fit, cautions, and final views.
Routing and queue precision: 72–85 (13-point range)
Voice and telephony quality: 67–80 (13-point range)
GeminiAI-assisted buyer perspective80
An enterprise-grade contact center platform featuring structured bundles for hybrid modernization, digital channels, and full omnichannel operations, but requiring careful commercial review of its 500-agent minimum and multi-year commitments.
Review confidence
80/100
Model details
Strengths
Provides extensive deployment flexibility, allowing existing Avaya Aura and Call Center Elite users to transition via Infinity Hybrid while maintaining established routing layouts.
Modular bundle architecture permits organizations to choose specialized paths, such as the voice-only Essentials Voice or digital-only Essentials Digital, before upgrading to full omnichannel capabilities.
Includes deep enterprise workforce engagement tools by bundling native Verint workforce engagement management capabilities directly into the Ultra service bundle.
Cautions
Imposes a high entry barrier for smaller organizations due to a default Monthly Minimum Agent Commit of 500 named or concurrent agents across agent-based plans.
Features a complex and potentially high-cost contract structure governed by 1-to-5-year terms, 100% remaining-minimum-commit termination charges, and monthly fair-use overage fees.
Prohibits processing HIPAA-defined protected health information by default unless specialized provisions are negotiated directly in the written Order.
xAIAI-assisted buyer perspective76
Avaya Infinity fits large enterprise contact centers that can accept quote-based pricing, a general 500-agent minimum, and 1-to-5-year fixed terms while selecting bundle-scoped routing, hybrid or cloud orchestration, and digital, voice, or combined channel packages, provided the Order confirms overages, WEM elements, network readiness, and any PHI authorization.
Review confidence
76/100
Model details
Strengths
Queue, tag, direct-agent, and proficiency-based routing are available in bundle-defined scopes, supporting controlled work distribution for high-volume agent pools.
Six service bundles separate voice orchestration for on-premises centers, Aura and Call Center Elite hybrid modernization, digital-only, voice-only, combined digital-and-voice, and Ultra omnichannel packages so buyers can match channel scope without a single all-in SKU.
Ultra includes Verint workforce engagement management capabilities governed by the Verint Workforce Engagement Cloud Service Description, covering recording, quality, workforce, and speech-analytics elements in eligible configurations.
Open integration architecture with MCP and validated technology partners supports agent desktop CRM CTI connectivity and enterprise connections across Salesforce, Microsoft, Zendesk, AI, and data platforms.
Cautions
Agent-based orders generally require a Monthly Minimum Agent Commit of at least 500 named or concurrent agents unless otherwise agreed in writing, which limits fit for smaller centers.
No public numeric base subscription rates are published for any of the six bundles, so total cost depends on a negotiated Order.
Subscriptions use fixed 1-to-5-year terms that auto-renew for one-year periods absent timely notice and can impose a 100% remaining-minimum-commit termination charge.
HIPAA-defined PHI processing is prohibited unless the Order specifically provides otherwise, and customers retain responsibility for telemarketing, call-recording, and related legal obligations.
GPTAI-assisted buyer perspective71
Avaya Infinity fits enterprise contact centers that can accept quote-based, fixed-term commercial terms and want a bundle choice across voice, digital, combined, hybrid, and omnichannel scopes, with the strongest fit where routing, orchestration, reporting, and workforce features are needed under the named plan boundaries.
Review confidence
71/100
Model details
Strengths
The bundle structure supports different operating models, including voice-only, digital-only, combined, hybrid modernization, and omnichannel service scopes.
The Advanced and Ultra bundles support routing, workflow, self-service, and reporting capabilities for contact centers that need more than basic channel handling.
The platform includes queue, tag, direct-agent, and proficiency-based routing in bundle-defined scopes, which can support more controlled call distribution when the buyer matches the covered plan.
The commercial model supports named-agent, concurrent-agent, and fixed-bundle purchasing, which gives larger buyers more than one ordering metric to align with their operating model.
Cautions
Public base subscription rates are not published, so buyers must work through a quote process to compare total cost.
Agent-based orders generally require at least 500 committed agents unless separately negotiated in writing, which makes the product a poor match for smaller contact centers.
The service uses fixed subscription terms from 1 to 5 years, so buyers needing a shorter contract do not have a supported purchase path here.
HIPAA PHI processing is not allowed by default and depends on a specific written Order term if a buyer needs that use case.
Research transparency
How this page was researched
A compact record of the evidence used, what was not tested, and which conclusions still need verification.
Official sources
4
Broad product review sources
4
Marketplace and app-store sources
0
Editorial sources
0
Latest evidence check
Sep 20, 2026
Research basis
Global Tool Radar generated this assessment from structured facts linked to public sources. No Global Tool Radar hands-on test is recorded in this page's research data. Any external hands-on assessment is identified separately and does not affect the Global Tool Radar score.
Conflict handling
No unresolved evidence conflict is currently recorded.
Verified findingsSales-assisted subscription pricing by fixed, named-agent, or concurrent-agent bundle, with monthly-in-arrears or annual-prepay invoicing, 1-to-5-year terms, and usage overages above monthly fair-use allowances.
Six current service bundles covering voice orchestration, hybrid modernization, digital, voice, combined, and omnichannel operations
Cloud orchestration, workflow automation, and self-service
Queue, tag, direct-agent, and proficiency-based routing in bundle-defined scopes
Agent desktop and CRM CTI connectivity
Digital channels including web chat, email, messaging, and SMS in eligible bundles
Customizable and historical reports plus real-time monitoring dashboards in eligible bundles
Verint recording, quality, workforce, and speech-analytics capabilities in bundle-defined configurations
Open integration architecture with MCP and validated technology partners
Named-agent, concurrent-agent, and fixed-bundle commercial metrics
Published fair-use allowances and overage rates for multiple service elements
Requires quote
Avaya Infinity has six current service bundles with no public numeric base subscription rates. Agent-based orders generally require a Monthly Minimum Agent Commit of at least 500 named or concurrent agents unless otherwise agreed in writing. Customers choose monthly invoicing in arrears or annual prepayment. Subscription terms are available in 1-, 2-, 3-, 4-, and 5-year increments, and multiple service elements carry monthly fair-use allowances followed by published overage charges.
Verification notes and unresolved itemsVerified on 2026-08-27 from Avaya's current exact-product page, exact-product ecosystem page, personalized-demo route, and the current Avaya Infinity Service Description that states it supersedes prior descriptions.
The service document, rather than a conventional pricing page, is the adopted exact-product commercial source because it defines the current bundles, invoicing states, commitments, minimums, and overage rates.
No base amount, currency, market, free trial, or unlisted plan entitlement was inferred.
The plan matrix was read by column
blank or ambiguous extracted cells were not converted to unavailable states.
Does Avaya Infinity publish base subscription prices?
No numeric base subscription amounts are public. Avaya documents bundle structures, agent metrics, invoicing options, commitments, and selected overage rates, while the base amount is defined in the customer Order.
What are the current Avaya Infinity service bundles?
The current service description lists Voice Orchestration, Infinity Hybrid, Essentials Digital, Essentials Voice, Advanced, and Ultra.
What is the minimum agent commitment?
The Monthly Minimum Agent Commit is at least 500 named or concurrent agents unless Avaya and the customer agree otherwise in writing. Voice Orchestration uses a fixed metric rather than an agent metric.
What subscription terms are available?
Avaya offers 1-, 2-, 3-, 4-, and 5-year subscription terms. The selected term is stated in the Order.
How can service charges be paid?
The customer can choose monthly invoicing in arrears or annual prepayment for the Monthly Minimum Agent Commit. Overage and other charges remain invoiced according to the service description and Order.
Can Avaya Infinity process HIPAA-protected health information?
Not by default. Unless otherwise agreed in the Order, customers may not use the service to process HIPAA-defined PHI.
Does Avaya Infinity support PCI DSS scope?
Avaya states that the portions of the service identified in its current PCI DSS Attestation of Compliance and under Avaya control will remain compliant; the current AOC is available on request.
Popular comparisons
Common Avaya Infinity comparisons
Only high-scoring and nearby tools from the same subcategory are shown, avoiding comparisons between unrelated use cases.