Webinar Description
Key Takeaways
- Webinar series focused on migrating from Avaya CC Elite to Avaya Infinity
- Explores deployment models balancing cloud adoption with existing infrastructure investments
- Covers integration between Avaya Infinity and Databricks for unified enterprise intelligence
- Addresses AI-driven customer experience, automation and advanced analytics capabilities
- Designed for enterprise contact centre and IT decision-makers evaluating modernisation pathways
Introduction
Avaya is presenting a three-part webinar series examining the transition from CC Elite to Avaya Infinity, aimed at enterprise organisations seeking to modernise their contact centre infrastructure while preserving existing technology investments. The series addresses a central challenge facing large-scale contact centre operations: how to adopt cloud-native capabilities and artificial intelligence without abandoning proven on-premises systems or disrupting established workflows.
This topic carries particular relevance as enterprises navigate competing pressures in customer experience strategy. Cloud migration has become a default assumption in many technology roadmaps, yet organisations with substantial investments in legacy contact centre platforms face complex decisions about timing, architecture and risk management. The webinar series positions Avaya Infinity as a pathway that accommodates multiple deployment models rather than mandating a single approach.
About This Webinar Series
The programme consists of three sessions designed to guide organisations through the strategic and technical considerations involved in contact centre modernisation. Rather than presenting cloud migration as an all-or-nothing proposition, the series explores how enterprises can evolve their customer experience and employee experience ecosystems incrementally.
A notable element of the series is its focus on the integration between Avaya Infinity and Databricks. This combination is presented as a unified intelligence layer capable of supporting advanced analytics and AI-driven decision-making across customer interactions. The partnership reflects a broader industry trend toward embedding data platforms directly into operational systems rather than treating analytics as a separate function.
Cloud Modernisation and Deployment Flexibility
The first session examines how Avaya Infinity Cloud enables organisations to adopt AI-driven customer experiences, advanced analytics, automation and enterprise orchestration capabilities. A central theme is the reduction of infrastructure complexity, which has historically been a barrier to cloud adoption for enterprises running sophisticated on-premises contact centre environments.
For organisations operating CC Elite deployments, the transition to cloud-based systems involves more than technical migration. These environments typically support complex routing logic, custom integrations and compliance requirements that have been refined over years of operation. The webinar series acknowledges this reality by emphasising deployment models that accommodate enterprise-specific requirements rather than imposing a standardised migration path.
This approach aligns with a broader shift in enterprise software strategy. The initial wave of cloud adoption often prioritised speed and simplicity, favouring organisations that could adopt standardised configurations. Mature enterprises with complex requirements increasingly demand hybrid and flexible deployment options that allow them to modernise selectively while maintaining operational continuity.
AI Integration and Enterprise Intelligence
The integration of artificial intelligence into contact centre operations represents one of the most significant developments in customer experience technology. The webinar series addresses this through its focus on AI-assisted workflows and the role of Databricks in creating an enterprise intelligence layer.
Databricks provides a unified platform for data engineering, data science and machine learning workloads. When integrated with contact centre systems, this capability enables organisations to analyse customer interactions at scale, identify patterns across channels and deploy predictive models that inform real-time decision-making. The combination of operational contact centre data with broader enterprise data assets creates opportunities for more sophisticated customer insights than either system could provide independently.
AI-assisted workflows in contact centre environments typically encompass agent assistance tools, automated quality monitoring, predictive routing and conversational AI for customer self-service. The effectiveness of these capabilities depends heavily on the quality and accessibility of underlying data, which explains the strategic importance of the Databricks integration highlighted in the series.
Who Should Attend
The webinar series is designed for enterprise technology leaders and contact centre professionals responsible for customer experience strategy and infrastructure decisions. Organisations currently operating Avaya CC Elite environments represent the primary audience, though the strategic themes around deployment flexibility and AI integration have broader relevance.
IT architects evaluating cloud migration strategies, contact centre operations managers seeking to understand AI capabilities, and business leaders responsible for customer experience outcomes will find relevant content in the series. The focus on balancing innovation with investment protection addresses a common concern among enterprises that have made substantial commitments to existing platforms.
Strategic Context for Contact Centre Modernisation
The contact centre technology market has undergone substantial transformation as cloud-native platforms have matured and AI capabilities have become increasingly central to competitive differentiation. Enterprises face pressure to deliver more personalised, efficient and consistent customer experiences while managing costs and adapting to changing workforce expectations.
For organisations with established on-premises deployments, the modernisation decision involves weighing multiple factors. Cloud platforms offer advantages in scalability, feature velocity and reduced infrastructure management burden. However, migration also introduces risks related to integration complexity, operational disruption and the potential loss of customisations developed over time. The emphasis on flexible deployment models in this webinar series reflects recognition that enterprises require options that accommodate their specific circumstances rather than a one-size-fits-all approach.