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2 minute read
The Brief: Avaya has announced that support for Model Context Protocol (MCP) will be added to the Avaya Infinity™ platform by the fourth quarter of 2025. MCP, originally developed by Anthropic, is an open standard enabling AI models to interact securely with external tools, APIs, and user data. As part of this initiative, Avaya is partnering with Databricks to deliver scalable governance and security controls, allowing enterprises to harness AI without compromising compliance. This move enhances the flexibility of the Avaya Infinity platform and supports dynamic, agentic AI use cases. The collaboration aims to simplify integration, improve orchestration capabilities, and enable more personalized customer experiences.
Read full details of the announcement about Avaya Infinity’s support for MCP at avaya.com.
Source: AvayaAvaya Infinity™ to Support Model Context Protocol by Late 2025
Analyst Perspective: Support for Model Context Protocol in Avaya Infinity™ gives enterprises the ability to leverage AI models in real time with direct access to diverse data sources. This integration allows workflows to dynamically adapt based on context, user history, and live inputs—making customer journeys more responsive and effective across channels.
Through working with Databricks, Avaya introduces a governance foundation that meets the demands of enterprise-scale AI. Features like centralized policy enforcement, compliance tracking, and secure data handling ensure that organizations maintain full control over how and where AI interacts with sensitive information.
The upcoming support for Model Context Protocol in Avaya Infinity™ also reduces long-standing barriers associated with vendor lock-in and platform rigidity. Businesses gain more flexibility to use the AI technologies that align best with their needs, while maintaining seamless interoperability. This positions the Infinity platform as a future-proof option for enterprises prioritizing AI agility, open standards, and secure orchestration.
Source: AvayaIntegrating MCP for Dynamic Customer Experiences
MCP integration within the Avaya Infinity™ platform enables dynamic interaction between large language models and enterprise workflows. Unlike static, predefined processes, MCP allows AI to adapt in real time based on customer inputs, data context, and organizational logic. This improves flexibility for businesses designing customer journeys that need to evolve dynamically, especially in service-intensive industries. Organizations can now use AI to create experiences aligned with real-time intent, history, and context. This innovation repositions Avaya Infinity as a more agile and open platform capable of supporting highly personalized engagement across touchpoints.
Databricks Partnership Strengthens AI Governance and Trust
The collaboration between Avaya and Databricks introduces enterprise-grade data governance to the MCP implementation. This includes fine-grained access control, centralized audit logging, and seamless integration of structured and unstructured data. Through working with Databricks, Avaya addresses key concerns around privacy, compliance, and control—especially in regulated industries like healthcare, finance, and government. Enterprises deploying AI in sensitive environments benefit from a framework designed for transparency and oversight. This reinforces Avaya’s position as a provider of secure, scalable AI solutions within open architectures.
Open Architecture Mitigates Lock-In and Enhances Flexibility
Avaya embraces an open and model-agnostic architecture that avoids vendor lock-in. By supporting MCP, enterprises are no longer limited to one AI provider or platform. Instead, they can choose from hyperscalers or emerging AI innovators, and integrate their chosen models with minimal friction. This flexibility reduces integration complexity and speeds up deployment. With Infinity and MCP, workflows can be extended or modified without rearchitecting the entire system. It offers a modern approach to orchestrating customer experiences, which is responsive to fast-changing business needs and evolving customer expectations.
Enhancing Enterprise AI Capabilities With Flexible, Secure Integration
The upcoming support for Model Context Protocol in Avaya Infinity™ introduces new flexibility for enterprises looking to modernize their customer engagement strategies without overhauling their existing systems. Through enabling dynamic orchestration across tools, APIs, and data sources, the platform supports AI workflows that adjust in real time to customer needs and business context. This capability is especially important for large organizations operating in complex regulatory environments.
Avaya’s collaboration with Databricks further strengthens this offering by providing centralized governance, secure data access, and auditability at scale. These updates address longstanding pain points such as fragmented data, rigid workflows, and limited AI adaptability. Enterprises gain a path to adopt AI responsibly while avoiding vendor lock-in and maintaining control. For businesses focused on delivering contextual, personalized experiences, the integration of MCP in Avaya Infinity offers a scalable foundation that balances innovation with security—positioning it as a strategic choice for future-ready AI orchestration.
