Customer experience leaders face pressure from every direction. Customers want a faster, more personalized service. Employees need better context and simpler workflows. Business leaders expect measurable returns from artificial intelligence. IT teams must support all of it while protecting security, continuity, and the value of existing investments.
That combination can make customer experience modernization feel like an all-or-nothing decision. In reality, many organizations do not need to start over. They need a practical way to connect what already works, add the capabilities that matter most, and continuously improve the environment as business needs change.
This is the opportunity created by combining Avaya Infinity with C1 CXAdvantage™. Avaya Infinity provides a flexible platform for connecting customer interactions, employee workflows, enterprise data, and AI. CXAdvantage™ adds the operational support, experience assurance, automation and expert guidance needed to sustain performance and turn new capabilities into business outcomes.
Together, they support a more controlled approach to customer experience modernization across on-premises, cloud and hybrid environments.
Customers experience an organization as one company, regardless of how many systems, departments, or workflows sit behind an interaction. When those components do not work together, the customer feels the gap.
The business impact is significant. A 2025 Qualtrics XM Institute study of 23,730 consumers found that 12% of recent experiences were very poor. More than half of negative experiences led consumers to reduce or stop spending, putting an estimated 6.1% of sales at risk. Communication problems were among the two most frequently cited causes of a poor experience.
AI adds another layer of expectation and scrutiny. Salesforce's State of the AI Connected Customer found that poor customer service was the second most common reason customers stopped buying from a brand. The same study found that only 42% of customers trusted businesses to use AI ethically, while 71% believed human validation of AI outputs was important.
These findings point to a clear requirement: organizations must make service more connected and intelligent without losing trust, control, or the human judgment that complex interactions require.
Most enterprise CX environments have developed over time. Voice, digital channels, workforce tools, customer data, business applications, and reporting may each perform an important function. The problem often appears between them.
Disconnected data can force customers to repeat information. Separate workflows can slow down resolution or require employees to switch among multiple applications. New AI tools may deliver limited value if they cannot access the right context or trigger action across business systems. Each added point solution can also increase the monitoring, integration, and support burden on IT.
Enterprise CX environments often include numerous applications, data sources, and workflows that were implemented at different times for different purposes. When those systems do not work together, data remains fragmented, employees lack complete context, and AI cannot effectively support the full customer journey. Adding new capabilities without addressing integration can increase complexity instead of improving the experience.
A stronger strategy begins with the outcome the organization wants to improve. That may be reducing customer effort, increasing first-contact resolution, improving employee productivity, strengthening service continuity, or giving leaders clearer performance insight. Technology decisions can then follow a measurable business priority instead of a predetermined destination.
Avaya Infinity is designed to connect systems, data, AI, and workflows so organizations can coordinate action during customer interactions. It provides an orchestration layer across the contact center and the broader enterprise while supporting cloud, hybrid, and on-premises requirements.
That flexibility matters because enterprise environments rarely change all at once. Operational dependencies, regulatory requirements, funding cycles, and risk tolerance differ across organizations. A phased plan allows a business to preserve the value of its current Avaya environment while introducing new capabilities according to its priorities.
Several Avaya Infinity capabilities support this approach.
Intelligent orchestration connects context to action
Customer data often exists across CRM, billing, workforce, knowledge, and other business applications. Avaya Infinity can connect data, interactions, and workflows, so employees and AI have more complete context during the conversation.
This helps the organization move beyond isolated automation. A workflow can use customer history and intent to route an interaction, present relevant guidance, initiate a task, or coordinate follow-up. The goal is a continuous experience in which the next action reflects what is happening now, not a disconnected response after the interaction ends.
Flexible deployment protects choice and control
Avaya Infinity supports on-premises, cloud and hybrid environments through a common architecture. Organizations can align deployment decisions with their security, data sovereignty, compliance, and operational requirements.
This provides room to modernize in stages. Teams can build on current systems, introduce targeted improvements, and adjust the roadmap as business requirements develop. The pace is set by operational priorities rather than by pressure to replace an entire environment at once.
Open integration reduces friction
Low-code and no-code workflow tools, open APIs, and a microservices-based architecture help connect CX with enterprise applications. This can reduce dependence on rigid, hard-coded processes and give teams more flexibility to adapt workflows.
Integration is especially important for AI. An AI capability needs governed access to relevant data and systems to produce useful recommendations or complete an action. Connecting those elements through an intentional orchestration strategy can turn separate tools into a coordinated experience.
AI supports the moments where it adds value
AI should have a defined role in the customer journey. It may help identify intent, summarize an interaction, recommend a next step, automate routine work, or direct a customer to the right resource. Employees remain essential when an interaction requires empathy, judgment, reassurance, or specialized expertise.
Avaya Infinity supports coordination between AI and employees, helping organizations apply automation where it improves the experience while maintaining oversight and appropriate paths to human assistance.
A capable platform establishes the foundation for CX modernization, but it does not manage itself. Performance must be monitored. Issues must be resolved. Workflows, integrations, and AI capabilities must be tuned as usage changes. Security and governance must keep pace with the environment. Employees need support as new features are introduced.
This ongoing work often determines whether a CX investment produces lasting value. It can also place a heavy burden on internal teams that already manage competing priorities and specialized technologies.
C1 CXAdvantage™ addresses that operational layer through AI-enhanced managed services and expert-led support. Its outcome-focused model is designed to improve experience performance, reduce operational burden, and continuously align the CX environment with business priorities.
CXAdvantage™ supports several areas that are critical after technology is deployed:
24x7 monitoring and support provide ongoing visibility into the environment and a consistent path for issue response.
Active management and remediation help identify and address performance concerns earlier.
Experience assurance evaluates interactions and service paths from the user's perspective, not only whether individual components are online.
AI management automation helps streamline operational work and improve consistency.
Change governance and compliance bring greater control to updates across a complex environment.
Strategic advisory and lifecycle planning connect operational decisions to longer-term CX and business goals.
Continuous improvement creates a structured way to refine performance, adoption, and outcomes over time.
Capabilities vary by service tier, allowing organizations to align support with their operational priorities and business objectives.
The result is a model that extends beyond ticket response. Internal teams gain access to CX engineering and operational expertise without having to build every capability in-house. Leaders gain a clearer view of performance and priorities. The organization can introduce change with the support needed to sustain it.
The strongest modernization plans connect technology, operations, and measurable outcomes from the beginning. Five steps can help organizations establish that connection.
Assess the current experience
Begin with the customer and employee journeys that matter most. Identify where interactions slow down, context disappears, handoffs fail, or employees perform unnecessary manual work. Review performance data, incident patterns, customer feedback, and business priorities together.
The assessment should also document the systems, workflows, and integrations that already deliver value. That creates a factual baseline for deciding what to retain, connect, improve, or add.
Prioritize outcomes before features
Define a small set of operational and experience outcomes. Measures may include availability, response time, resolution rate, customer effort, employee productivity, containment, abandonment, or cost per interaction. The right measures depend on the organization's service model and goals.
Clear outcomes keep the roadmap focused. They also make it easier to evaluate whether a new workflow, channel, or AI capability is solving a real problem.
Modernize in manageable phases
Sequence improvements around business value, dependency, and risk. One phase might connect customer context across systems. Another might add digital engagement or automate a high-volume workflow. A later phase may extend AI into additional interactions once governance and performance measures are established.
Phased modernization gives teams time to validate results, apply lessons, and maintain service continuity. It also helps align investment with operational readiness.
Design operations with the platform
Decide how the environment will be monitored, supported, governed, and optimized before introducing major changes. Define ownership for integrations, AI models, workflows, reporting, and employee adoption. Establish escalation paths and performance reviews.
This is where CXAdvantage™ complements Avaya Infinity. The platform enables connected experiences, while the managed services model helps sustain the performance and ongoing improvement of those experiences.
Measure and improve continuously
Customer expectations, employee needs, and business priorities will keep changing. Treat the CX roadmap as an operating discipline rather than a one-time technology project.
Review experience and operational measures regularly. Use that insight to tune routing, workflows, automation, and support. Continuous improvement helps the environment remain aligned with the outcomes that justified the investment.
C1 customer stories show how organizations have built on their Avaya environments to address specific operational and experience needs.
Albuquerque Public Schools worked with C1 to integrate 911inform with its existing Avaya infrastructure. The district needed to improve emergency response across 163 sites while supporting more than 11,400 VoIP phones. The project added real-time mapping, geofencing, and rapid SOS capabilities while helping the district meet applicable location requirements for emergency calls.
Foundever, a global CX services provider supporting more than nine million customer conversations each day, partnered with C1 to strengthen visibility and continuity across its communications environment. With 24x7 monitoring, deep platform expertise and real-time insights, C1 helped Foundever reduce operational burden, control telephony and staffing costs, and provide agents with more actionable intelligence to improve customer interactions.
The organizations and outcomes are different, but the underlying principle is consistent. Modernization works best when it builds from business needs, respects the value of current investments, and includes the operational expertise required to keep critical communications performing.
Customer experience modernization does not require an organization to abandon the systems, processes, and investments that continue to serve the business. It requires a clear view of what customers and employees need, a flexible technology foundation, and an operating model that can sustain improvement.
Avaya Infinity helps connect interactions, data, AI, and workflows across the enterprise. CXAdvantage™ surrounds that foundation with proactive operations, experience assurance, automation, and expert guidance. Together, they give organizations a practical way to improve CX now while retaining the flexibility to evolve over time.
C1 brings more than 20 years of Avaya experience across advisory, professional, and managed services. We help organizations assess their current environment, build a roadmap around business priorities, integrate the right capabilities, and manage performance for the long term.
Start with the customer and employee outcomes that matter most, then choose the practical next step that will improve them.