Last updated: October 2026
If you run Avaya Aura and have decided to look seriously at Avaya Infinity, the next question is how to get there without disturbing the calls that keep your business running. Infinity was built to make that possible through a hybrid model, but a good outcome still depends on a clear roadmap, agreed in writing, before work starts.
This guide outlines a phased roadmap, the support commitments to ask Avaya or your partner for, and the checks that protect service continuity at every step.
- Infinity lets Aura keep carrying voice while new agent, digital and orchestration layers are added.
- A sensible roadmap moves in phases: discovery, hybrid layer, pilot, expansion and voice transition.
- Ask Avaya for written commitments on continuity, rollback and support during each phase.
- Keep a cloud alternative priced in parallel so you can judge the roadmap on its merits.
Can Avaya Infinity provide a roadmap that keeps service running?
Yes. Avaya positions Infinity as a modernization path that works with existing Aura and Elite infrastructure, and its partners describe stepwise moves without a disruptive rip and replace. The roadmap itself is built with Avaya or a partner for your estate, so ask for it in writing with dates, owners and rollback steps for each phase.
How Infinity fits alongside Aura
Avaya announced Infinity in April 2025. It is built on the Edify platform Avaya acquired in 2024 and runs on Kubernetes, which allows on-premises, hybrid and public cloud deployment on Azure, AWS or Google Cloud. Avaya's CTO has explained that customers can keep using Aura or Elite infrastructure for the audio while adopting Infinity's browser-based desktop and orchestration. Later, Aura and Elite can be upgraded into Infinity's cloud architecture, either in a public cloud or a local hyperscaler-style deployment inside the customer's own data center.
A five-phase roadmap
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01Phase 1: Discovery and baselineInventory every vector, VDN, skill, DID, announcement and integration. Record baseline handle time, containment and volume per flow. Identify custom applications built in Breeze or Orchestration Designer, since these need special planning.
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02Phase 2: Add the Infinity layerDeploy Infinity's agent desktop, digital channels and orchestration alongside Aura. Voice continues on Aura, so customers notice nothing.
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03Phase 3: Pilot with one teamMove a single team or call type onto the new experience. Compare results against baseline over a full business cycle before going further.
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04Phase 4: Expand by business unitRoll out to more teams in planned waves, each with its own go and no-go check.
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05Phase 5: Transition voiceDecide whether voice moves into Infinity's cloud architecture, a private deployment or stays on Aura longer. This phase carries the most risk and deserves the most testing.
Protecting service continuity at every step
- Keep every change reversible until it is proven, with a documented rollback plan.
- Schedule changes outside peak periods such as month end, enrollment or seasonal spikes.
- Run old and new side by side wherever possible, moving traffic gradually.
- Agree severity levels and response times with Avaya or your partner for the transition period.
Questions to ask Avaya before you commit
| Question | Why it matters |
|---|---|
| Which components move in each phase and when | Prevents an open-ended hybrid period |
| How are custom Breeze and Orchestration Designer apps handled | These often hold hidden business logic |
| What is the rollback plan for each phase | Protects continuity if something fails |
| What support applies during the transition | Sets expectations on response times |
| How are scaling and seat changes priced | Avoids surprises during expansion |
| What happens if we later choose another vendor | Keeps your options open |
Keep an alternative on the table
An Infinity roadmap is easier to judge when you can compare it with something concrete. A move to Genesys Cloud CX, Amazon Connect or Google CCAI follows the same discovery, pilot and phased cutover logic. With Aumne ACT, discovery takes 48 hours and a full migration typically completes in about 45 days at a fixed fee from 25,000 US dollars, with Aura kept live until cutover is proven.
From the field
From our delivery work: the teams that negotiate the best roadmaps, whether with Avaya or anyone else, are the ones who arrive with a full inventory of their own estate. It turns a sales conversation into a planning conversation.
Start your roadmap with facts
Book a free Aumne assessment for a complete Aura inventory in 48 hours.
Conclusion
A move from Aura to Avaya Infinity can be smooth if the roadmap is explicit. Insist on phases, written rollback plans and transition support, and keep a priced alternative in view. That combination gives you continuity today and choice tomorrow.
About the authors
Written by the Aumne AI migration team, who move Avaya, Cisco, Genesys and Nuance estates to Genesys Cloud CX, Amazon Connect and Google Dialogflow CX.
Disclosure: Aumne AI provides a migration platform. Statements about other vendors come from the public sources listed below.
Sources
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1.Avaya newsroom, April 2025, https://www.avaya.com/en/newsroom/2025/news-250423/
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2.No Jitter, Avaya CTO David Funck on Building Avaya Infinity, https://www.nojitter.com/contact-centers/avaya-cto-david-funck-on-building-avaya-infinity
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3.VMblog, Reimagining customer engagement with Avaya Infinity, https://vmblog.com/bylines/reimagining-customer-engagement-avaya-infinity-at-the-forefront/
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4.C1, Avaya Upgrade Advantage, https://www.onec1.com/partners/avaya