TLDR: Avaya has announced its accelerated adoption of the Model Context Protocol (MCP) into its Avaya Infinity™ platform, aiming to enhance AI-driven customer experiences. This initiative, which includes a partnership with Databricks for data security and governance, will enable AI models to interact more dynamically with external tools and data, offering greater flexibility and personalization in customer journeys. MCP support is expected to be available in Q4 2025.
Morristown, NJ – Avaya, a global leader in enterprise software solutions, has announced a significant strategic move to integrate the Model Context Protocol (MCP) into its Avaya Infinity™ platform. This accelerated adoption, initially an “innovation-first initiative” or “moonshot,” is now a core part of Avaya’s 2025 roadmap, reflecting the company’s commitment to leveraging artificial intelligence (AI) for next-generation customer and employee experiences.
The Model Context Protocol, developed by Anthropic, is an open standard designed to allow AI models, such as GPT, Claude, or Gemini, to securely and reliably interact with external tools, data sources, APIs, and user context in a structured manner. This protocol acts as a “universal translator,” eliminating the need for custom interfaces between each AI model and data source, thereby streamlining integration and enabling business customers to deploy AI systems rapidly.
Patrick Dennis, CEO of Avaya, emphasized the importance of this integration, stating, “The largest and most complex organizations must be able to leverage new tools, models, and technologies as the world realizes the full potential of AI in real time.” He highlighted that this innovation, unlike traditional prescriptive workflows, uses MCP to facilitate dynamic interaction between large language models (LLMs) and agentic AI, leading to more flexible and personalized customer journeys.
As part of this initiative, Avaya is partnering with Databricks, a prominent data and analytics provider. This collaboration aims to deliver enterprise-grade data security and governance at scale, ensuring that customers have robust control and transparency over their AI deployments. David Funck, Chief Technology Officer at Avaya, underscored the immediate impact of this decision, remarking, “This is not a ‘wait-and-see’ moment. Avaya is committed to building the definitive open orchestration engine for the modern enterprise now.”
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The integration of MCP into the Avaya Infinity platform is expected to provide numerous benefits, including the ability for users to meaningfully apply AI with their data and rich customer journey context to orchestrate workflows and deliver experiences that were previously conceptual. Avaya’s open approach is also intended to mitigate risks such as vendor lock-in, slower innovation, and persistent integration gaps often associated with proprietary AI architectures. Availability of MCP support in the Avaya Infinity platform is targeted for Q4 of 2025.
