Last updated: October 2026
Platform decisions are often argued in terms of cost and risk. Yet the people who live with the result every day are agents, supervisors and customers. If the new setup makes their day harder, any savings disappear in handle time, attrition and complaints.
This guide compares Avaya Infinity, staying on Aura and switching vendors through three practical lenses: how efficiently the operation runs, the experience for customers and employees, and how easily the platform scales.
- The biggest efficiency gains usually come from better self-service and fewer agent screens, not from the platform name.
- Infinity and cloud platforms both offer modern browser-based desktops. Aura alone does not.
- Cloud platforms scale most easily for peaks, while hybrid Infinity leaves some capacity planning with you.
- Measure today's baseline before choosing, so improvements can be proven.
The short answer
Staying on Aura keeps operations stable but limits efficiency gains. Avaya Infinity improves the agent experience and orchestration while keeping Aura voice in place. Switching to a cloud platform such as Genesys Cloud CX, Amazon Connect or Google CCAI usually delivers the largest gains in self-service, flexibility and scaling, at the cost of a larger one-time change.
Operational efficiency
Efficiency is about how much work it takes to serve each customer well. Three levers matter most: self-service containment, agent handle time and the effort needed to change flows and routing.
Stay on Aura
Mature routing and stable operations, but changing vectors needs specialist skills and conversational self-service is hard to add. Containment on legacy touch-tone IVRs commonly sits between 20 and 35 percent according to Aumne's analysis.
Avaya Infinity
Infinity's orchestration layer can coordinate journeys across channels and back-office systems, which helps reduce repeated work. Efficiency gains depend on how much of the old logic is modernized rather than just wrapped.
Switch to cloud
AI-native platforms report 60 to 70 percent containment on well-designed conversational flows, again per Aumne's analysis. Business users can often change flows without specialist engineers.
Total experience for customers and employees
Total experience joins customer experience and employee experience. When agents have one clean desktop with full context, customers get faster answers and do not repeat themselves.
| Experience factor | Stay on Aura | Avaya Infinity | Switch to cloud |
|---|---|---|---|
| Agent desktop | Older clients, multiple screens | Modern browser-based desktop | Modern browser-based desktop |
| Customer self-service | Mostly touch-tone | Improving with AI layer | Strong conversational options |
| Context on transfer | Limited | Improved through orchestration | Strong when designed well |
| Supervisor tools | Mature but dated | Modernized | Modern with real-time analytics |
Pros and cons for total experience
- Aura: familiar for long-serving agents, but tiring for new hires used to modern tools.
- Infinity: modern experience without changing voice, though agents may work across old and new during the hybrid period.
- Cloud: the most modern experience and frequent updates, with a training curve at the start.
Scalability
On premises, you buy capacity for your busiest day and carry it all year. Infinity in a hybrid model shares that burden, since voice capacity still sits on Aura until it moves. Cloud platforms scale up and down with traffic, which suits seasonal peaks, campaigns and emergencies. Pricing matters here too, because per-seat models charge for every agent, while usage-based models such as Amazon Connect follow your actual traffic.
From the field
From our delivery work: on one SI-delivered telecom migration, containment rose from 22 percent to 65 percent after the move to conversational flows. That single change reshaped staffing plans, agent workload and customer wait times.
How to compare options fairly
- Record current containment, handle time, transfer rate and agent turnover.
- Ask each vendor to show the agent desktop with your own call types.
- Model staffing for your three busiest weeks on each option.
- Check how quickly business users can change a flow without engineering help.
Want to know how much of your current IVR could become conversational self-service?
Book a free Aumne assessment.
Conclusion
The right Avaya decision should make life easier for agents and customers, not just for the budget. Compare options on containment, desktop quality and scaling using your own data. The path that improves all three is usually the one that pays back fastest.
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.Aumne AI, Avaya Migration Options and Costs, https://aumne.ai/blog/avaya-migration-options-cost-comparison
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2.Aumne AI, Cisco UCCE Alternatives in 2026, https://aumne.ai/blog/cisco-ucce-alternatives-cloud-contact-center
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3.No Jitter, Avaya CTO David Funck on Building Avaya Infinity, https://www.nojitter.com/contact-centers/avaya-cto-david-funck-on-building-avaya-infinity