Webinar Description
Key Takeaways
- Webinar series examining migration pathways from Avaya CC Elite to Avaya Infinity
- Focus on deployment model selection for customer experience and employee experience modernisation
- Integration between Avaya Infinity and Databricks for enterprise intelligence capabilities
- Relevant for contact centre leaders evaluating cloud migration strategies while protecting existing investments
Introduction
Avaya is hosting a three-part webinar series focused on modernisation pathways for enterprises currently operating CC Elite contact centre infrastructure. The programme addresses a central challenge facing many large organisations: how to adopt cloud-native capabilities and artificial intelligence without abandoning substantial investments in proven on-premises systems. For contact centre and IT leaders weighing migration options, the series offers technical and strategic perspectives on transitioning to Avaya Infinity.
About This Event
The webinar series comprises three sessions designed to guide organisations through the decision-making process surrounding contact centre modernisation. Rather than presenting cloud migration as a binary choice, the programme explores deployment models that allow enterprises to evolve their customer experience and employee experience infrastructure according to their specific operational requirements and timelines.
A significant component of the series involves the integration between Avaya Infinity and Databricks, which together form what Avaya describes as a unified intelligence layer. This architectural approach aims to consolidate customer interaction data with broader enterprise analytics, enabling organisations to derive actionable insights across both customer-facing and internal operations.
Cloud Modernisation and Deployment Flexibility
The first session in the series concentrates on Avaya Infinity Cloud and its role in accelerating the adoption of artificial intelligence within customer experience environments. Topics include AI-assisted workflows, advanced analytics capabilities, and automation features designed to reduce operational complexity in contact centre operations.
Enterprise orchestration represents another focal point, addressing how organisations can coordinate customer interactions across multiple channels and touchpoints while maintaining consistent service delivery. For businesses operating complex contact centre environments, orchestration capabilities determine how effectively they can manage customer journeys that span voice, digital messaging, and self-service channels.
The series positions Avaya Infinity as a platform that supports multiple deployment approaches rather than requiring immediate full cloud migration. This flexibility acknowledges the reality that many enterprises have regulatory, security, or operational reasons for maintaining certain workloads on-premises while selectively adopting cloud services for specific functions.
Enterprise Intelligence Through Databricks Integration
The partnership between Avaya and Databricks features prominently in the webinar content. Databricks provides a lakehouse platform that combines data warehouse and data lake capabilities, enabling organisations to perform analytics and machine learning on large volumes of structured and unstructured data.
When integrated with contact centre platforms, this type of data infrastructure allows organisations to analyse customer interaction patterns alongside operational metrics, workforce data, and business outcomes. The resulting intelligence layer can inform decisions ranging from real-time agent assistance to longer-term capacity planning and customer journey optimisation.
For enterprises that have accumulated years of customer interaction data within their CC Elite environments, the ability to leverage that historical information within modern analytics frameworks represents a significant consideration in migration planning.
Industry Context
The contact centre industry continues to navigate a prolonged transition period as organisations balance the operational benefits of cloud platforms against the practical challenges of migrating complex, mission-critical systems. Large enterprises with established CC Elite deployments often face particular complexity due to extensive customisations, integrations with backend systems, and regulatory requirements that constrain their migration options.
Artificial intelligence has become a central consideration in these modernisation decisions. Capabilities such as conversational AI, sentiment analysis, predictive routing, and agent assistance increasingly depend on cloud-native architectures and access to substantial computational resources. Organisations that delay modernisation risk falling behind competitors in their ability to deploy these technologies effectively.
At the same time, the concept of hybrid deployment has gained traction as vendors recognise that wholesale cloud migration is neither practical nor desirable for all organisations. The ability to modernise incrementally while protecting existing investments has become a key differentiator among enterprise contact centre platforms.
Who Should Attend
The webinar series is designed for organisations currently operating Avaya CC Elite infrastructure who are evaluating their modernisation options. Relevant roles include contact centre directors, customer experience leaders, IT architects responsible for communications infrastructure, and technology executives involved in digital transformation initiatives.
The content is particularly applicable to enterprises in industries with complex compliance requirements, such as financial services, healthcare, and government, where deployment flexibility and data governance are critical considerations in platform selection. Organisations with significant existing investments in Avaya technology will find the migration-focused content directly relevant to their planning processes.