The Open Secret to a Better Customer Experience 🤫The CX market is at a crossroads. Some vendors are building closed, proprietary platforms, creating a "walled garden" where their AI only works with their software. This leads to dangerous vendor lock-in and limits a business's ability to innovate.Meanwhile, Avaya is championing a future that’s open and collaborative with its Avaya Infinity platform. By embracing the Model Context Protocol (MCP), they’re revealing the secret to a better CX: true ...

Avaya

Avaya

Weekend reflection. I saw a demo this week using Infinity that executed an agent assist dipping OpenAI and interaction details in near real time. This required no additional software, just smart use of the workflow capability and our data plane (powered by Databricks ). Customers are going to do so much with Infinity to help agents drive outcomes.

Avaya