Avaya, a global pioneer in enterprise software solutions, has revealed that its Avaya Infinity platform will support the Model Context Protocol (MCP) later this year. Developed by Anthropic, MCP is an open standard designed to help AI models securely and reliably interface with external tools, APIs, and real-time user context.

To make this vision a reality, Avaya is teaming up with Databricks—a leading name in data and analytics—to deliver strong, enterprise-level data security and governance at scale. This strategic partnership ensures businesses can embrace cutting-edge AI capabilities without compromising compliance or performance.

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Embracing Dynamic AI Workflows for the Modern Enterprise

Unlike traditional rigid workflows, Avaya’s integration of MCP allows large language models (LLMs) and agentic AI to interact in real time, resulting in personalized and adaptable customer journeys. This innovation empowers business users to create workflows that evolve organically moving beyond predefined logic and enabling a truly responsive customer experience.

CEO Patrick Dennis highlighted the significance of this strategic shift, noting, “The world is waking up to just how powerful AI can truly be. That’s why we’re fast-tracking MCP from an innovation initiative into our 2025 Infinity roadmap.”

Delivering Open and Secure AI Orchestration

Avaya’s decision to embrace MCP reinforces its commitment to open AI architectures, a move that sets it apart from competitors locked into proprietary systems. With MCP, the Avaya Infinity platform gives customers the tools they need to:

  • Innovate freely using a model-agnostic architecture. Enterprises can choose best-fit AI models from any provider cloud hyperscalers or startups and integrate them effortlessly.
  • Break data silos by accessing real-time insights from CRMs, EHRs, knowledge bases, and other systems, enabling rich contextual interactions.
  • Maintain trust and compliance through enterprise-grade governance features such as audit logging, secure access control, and seamless scalability.

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Databricks VP Heather Akuiyibo echoed this sentiment, stating, “Together with Avaya, we’re helping enterprises deploy domain-specific AI while maintaining agility, security, and compliance.”

A Future-Proof Vision for AI-Powered Experiences

CTO David Funck highlighted MCP’s transformative value: “This protocol allows organizations to orchestrate AI-powered workflows that used to be out of reach. We’re creating an open, future-ready platform that grows and adapts as businesses do.”

FAQs

1. What is Model Context Protocol (MCP) and why does it matter?

Model Context Protocol is an open standard that enables AI models to securely interact with external tools, APIs, and user context. It matters because it supports real-time, personalized interactions without compromising on governance or security.

2. How does Avaya Infinity benefit from integrating Model Context Protocol?

By supporting MCP, Avaya Infinity helps enterprises build smarter, more flexible workflows that adapt to real-time context. It improves customer experience, increases workflow flexibility, and enables seamless integration with diverse AI models and data sources.

3. Is Avaya Infinity suitable for industries with strict compliance requirements?

Absolutely. Avaya Infinity’s integration with Databricks ensures robust enterprise-grade security, auditability, and data governance, making it well-suited for sectors like healthcare, finance, and government.

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