Avaya

Avaya Infinity®

Avaya’s enterprise customer experience platform, built for the AI age.

Avaya Infinity connects your systems, data, AI and workflows through one orchestration layer, so each customer interaction leads to the right action. It runs in the cloud, on-premises or hybrid, on one common architecture.

It’s for enterprise contact centers and customer experience teams, including Avaya Call Center Elite customers looking for their next step. CRI is fully certified to deploy Avaya Infinity.

• Orchestration of customer journeys across your existing systems
• Low-code and no-code workflow design
• An AI-agnostic architecture that works with the AI models you choose
• Real-time use of enterprise data for more personal interactions
• Inbound and outbound engagement, with AI and human agents sharing context
• Cloud, on-premises or hybrid deployment

Avaya Aura® Core

Proven enterprise voice and unified communications.

Avaya Aura gives large organizations reliable, centrally managed calling for every user, site and device, at a scale of up to 300,000 users per instance. It runs on-premises or in a private cloud, and connects to business applications and selected cloud services.

It’s for organizations with large or complex voice environments that need control, reliability and security.

• Enterprise call processing, routing and SIP networking
• Central administration of every Aura application from one console
• Contact center routing and reporting with Call Center Elite
• Ongoing security and compliance updates, including FIPS 140-3
• Virtualized deployment, including Avaya-certified software-only deployments on Proxmox

Avaya Aura components explained

We design, implement, upgrade and support each part of Avaya Aura. Here’s what each one does:

Communication Manager (CM)

The call-processing core. It handles calling, routing and phone features for users and trunks.

System Manager (SMGR)

One console to administer users, licenses and the other Aura applications.

Session Manager (SM)

Routes SIP sessions and ties your sites and systems into one centrally managed SIP network.

Avaya Aura Media Server (AAMS)

Provides conferencing, announcements, tones and other media for IP calls.

Avaya Aura Device Services (AADS)

Delivers settings, contacts and directory services to Avaya Workplace and other endpoints.

Avaya Device Enrollment Services (DES)

Delivers configuration settings and firmware to Avaya desk phones automatically, so new phones connect without manual setup.

Avaya Session Border Controller (ASBC)

Secures SIP traffic at the edge of your network, for SIP trunks and remote workers.

Avaya Messaging

Avaya’s current voicemail and unified messaging platform (formerly IX Messaging). We also support the legacy Avaya Aura Messaging (AAM).

Presence Services

Shows whether colleagues are available, across phones and instant messaging.

Call Center Elite

Inbound and outbound contact center routing for Aura.

Call Management System (CMS)

Real-time and historical reporting for Call Center Elite.

Experience Portal (AEP)

Self-service IVR, with speech and touch-tone applications.

Avaya Workplace

The calling and collaboration client for desktop and mobile.

Application Enablement Services (AES)

Connects Aura to other applications, such as CRM, call recording and computer telephony.

Avaya Breeze

A platform for building and running custom communications applications on Aura.

Avaya Workplace Attendant

The operator console for receptionists and attendants.

Avaya video and meetings

We also deploy and support Avaya’s video and meeting products:

• Avaya video endpoints
• Avaya Meetings Management and Media
• Avaya Workplace Client and Web Client
• Streaming and Recording