Last updated: October 2026
An Avaya Infinity proposal usually arrives with a clear headline number. What it does not always show is everything that sits around that number. Training, partner services, add-on modules and the cost of keeping parts of Aura running in a hybrid model can change the picture considerably once the project is under way.
This guide lists the cost lines that most often surprise Aura customers, explains how ongoing maintenance and support affect total cost of ownership, and gives you a checklist to take into your next conversation with Avaya or a partner.
- The subscription is rarely the whole cost. Services, training and add-ons sit outside it.
- A hybrid deployment means paying to maintain the Aura parts that stay on site.
- Scaling up or down can change pricing tiers, so ask how both directions are billed.
- Public sector buyers should price compliance and hosting requirements separately.
The short answer
Yes, there can be hidden costs when upgrading Avaya Aura through Avaya Infinity. The most common are partner professional services, agent and administrator training, integration rework, AI and analytics add-ons, ongoing maintenance on Aura infrastructure that stays in place, and any hardware or hosting needed for an on-premises or private cloud deployment.
Why Infinity costs are easy to underestimate
Infinity was designed so Aura customers can modernize without replacing everything. Avaya's CTO has described a hybrid model where Aura keeps carrying voice while Infinity adds new layers. That design lowers risk, but it also means you pay for two things at once for as long as the hybrid period lasts. If phase two slips, the hybrid period becomes the steady state, and the cost model built for a short transition no longer holds.
Eight cost lines to check before you sign
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01Subscription scopeUpgrade Advantage, Avaya's subscription for Aura and Elite customers, gives access to current software. Ask exactly which Infinity modules are included and which are priced separately.
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02Professional servicesDesign, configuration, integration and cutover support from Avaya or a partner are often quoted separately and sometimes on time and materials.
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03TrainingAgents, supervisors and administrators all need training on new desktops and tools. Include the cost of time away from the phones, not just course fees.
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04Integration reworkCRM screen pops, workforce management, recording and reporting may need updates to work with Infinity's orchestration layer.
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05AI and analytics add-onsConversational AI, agent assist and advanced analytics can sit in higher tiers or separate licences.
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06Ongoing Aura maintenanceIn a hybrid deployment, the Aura infrastructure that stays behind still needs maintenance, patching and specialist support.
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07Hosting and hardwareOn-premises or private cloud deployments of Infinity need compute, storage and operations staff. Public cloud deployments carry hosting charges.
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08Scaling up and downAsk how licences change when you add seats for a peak and remove them afterwards, and whether there are minimum commitments.
How maintenance and support shape total cost of ownership
Maintenance is the line that grows quietly. On a pure Aura estate it is a single renewal. On a hybrid Aura plus Infinity estate it becomes two: the subscription and the maintenance on whatever remains on site. Over five years, the length of the hybrid period is therefore one of the biggest drivers of total cost. A plan that moves voice into Infinity within a year looks very different from one that leaves Aura in place for four.
| Cost line | Usually in headline quote | Often extra |
|---|---|---|
| Core Infinity subscription | Yes | — |
| Partner professional services | — | Yes |
| Training and time off the phones | Sometimes | Yes |
| Integration rework | — | Yes |
| AI and analytics add-ons | — | Often |
| Aura maintenance during hybrid period | — | Yes |
| Hosting or hardware | — | Yes |
Extra considerations for government agencies
Public sector buyers should price compliance separately. Requirements such as FedRAMP authorization, IL4 workloads, data sovereignty and procurement rules can affect where Infinity is hosted, who operates it and which add-ons are allowed. Each of those choices has a cost. Ask for a version of the proposal that already reflects your compliance requirements rather than a commercial baseline.
Compare it with a cloud alternative before deciding
The fairest way to judge an Infinity proposal is to put a real alternative beside it. Platform licensing on Genesys Cloud CX, Amazon Connect or Google CCAI ranges from usage-based billing to roughly 75 to 159 US dollars per agent per month across major vendors. Migration is a one-time cost, and with Aumne ACT it starts at a fixed fee of 25,000 US dollars with delivery in about 45 days.
Put a fixed-fee cloud quote next to your Infinity proposal.
Book a free Aumne assessment and receive your quote in five business days.
Frequently asked questions
Possibly. Ask how adding and removing seats is billed, whether minimum commitments apply and whether add-on modules scale with seats.
In a hybrid model you pay for Infinity and for maintaining the Aura parts that stay. The longer the hybrid period, the higher the total.
Budget for agent, supervisor and administrator training, plus the productivity cost of time away from customers during training.
Request a line-by-line quote covering subscription, services, training, add-ons, hosting and Aura maintenance, and compare it with a fixed-fee alternative.
Conclusion
Avaya Infinity can be a sensible path for Aura customers, but only if the full cost is visible from the start. Price every line separately, shorten the hybrid period where you can, and compare the result with a credible cloud alternative. That is how you avoid a budget surprise in year two.
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
- 1. No Jitter, Avaya CTO David Funck on Building Avaya Infinity, https://www.nojitter.com/contact-centers/avaya-cto-david-funck-on-building-avaya-infinity
- 2. C1, Avaya Upgrade Advantage, https://www.onec1.com/partners/avaya
- 3. Aumne AI, Avaya Migration Options and Costs, https://aumne.ai/blog/avaya-migration-options-cost-comparison