Avaya announced on July 22, 2025, that its Avaya Infinity™ platform will integrate Model Context Protocol (MCP) support in Q4 2025, in partnership with Databricks, a leader in data and AI solutions. MCP, developed by Anthropic, is an open standard enabling AI models to securely interact with external tools, data sources, APIs, and user context. This collaboration empowers enterprises to deliver hyper-personalized customer experiences with robust governance, targeting the $15 billion Contact Center as a Service (CCaaS) market.
Announced July 22, 2025: Avaya Infinity™ to support MCP in Q4 2025.
Partnership with Databricks ensures enterprise-grade security and data governance.
MCP enables AI-driven, context-aware workflows for personalized customer experiences.
Avaya serves 90% of Fortune 100 companies, with 2024 revenue of $2.8B.
Reduces resolution times by 50% and operational costs by 30%, per client data.
Aligns with $15B CCaaS market, projected to reach $21B by 2030.
Avaya’s integration of MCP into the Avaya Infinity™ platform, supported by Databricks, enables dynamic, intent-based automation, moving beyond rigid workflows. “The largest and most complex organizations must leverage new tools and technologies as the world realizes the full potential of AI,” said Patrick Dennis, CEO of Avaya. “That’s why we accelerated an MCP moonshot into our 2025 roadmap.” The partnership with Databricks ensures fine-grained access control and audit logging, addressing data privacy needs in regulated industries like healthcare and finance.
David Funck, Avaya CTO, emphasized, “Customers need AI that understands who it’s speaking to and aligns responses to business logic. Through Avaya, that’s what MCP makes possible.” Databricks’ Heather Akuiyibo added, “Together, Databricks and Avaya empower enterprises to harness domain-specific AI without compromising agility or compliance.” This collaboration leverages Databricks’ Unity Catalog and managed MCP servers to unify structured and unstructured data, enhancing workflow orchestration.
Open, Model-Agnostic Platform: Enterprises can integrate AI models from hyperscalers or innovators without rearchitecting workflows.
Contextual Customer Experiences: Real-time access to CRMs, EHRs, and knowledge bases enables personalized interactions, reducing silos.
Enterprise-Grade Governance: Databricks’ integration ensures compliance with audit logging and secure data handling, critical for 90% of Avaya’s Fortune 100 clients.
Avaya, with $2.8 billion in 2024 revenue and serving 90% of Fortune 100 companies, strengthens its CCaaS leadership through this initiative. The Avaya Infinity™ platform, launched in April 2025, unifies contact center operations across on-prem, cloud, and hybrid environments, building on the 2024 Edify acquisition. MCP support enhances its AI-agnostic approach, competing with Cisco and Genesys in a market projected to grow from $15 billion to $21 billion by 2030. Client data shows 50% faster resolution times and 30% cost reductions with Avaya’s solutions.
The $13.8 billion enterprise AI market, growing 6x from 2023, demands open standards like MCP, with OpenAI and Microsoft also adopting the protocol in 2025. Posts on X from @Avaya and @MCP_Community reflect strong industry enthusiasm, emphasizing secure AI orchestration. Avaya’s focus on backward compatibility with Aura and Contact Center Elite ensures seamless modernization for its 1,500 largest clients, addressing data sovereignty concerns in regulated sectors.
Avaya’s MCP integration with Databricks positions the Infinity™ platform as a leader in open, AI-driven customer experience orchestration, delivering scalable, secure, and personalized solutions for global enterprises.
Avaya is an enterprise software leader that helps the world’s largest organizations and government agencies forge unbreakable connections.
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