Avaya Infinity to Support Anthropic’s MCP: What New Capabilities Does It Bring?
Avaya is set to integrate Anthropic’s Model Context Protocol (MCP) into its Infinity platform by Q4 2025. This integration enables businesses to orchestrate workflows across multiple AI systems, enhancing flexibility and choice in managing AI-driven customer interactions.
Patrick Dennis, CEO of Avaya, highlights the importance of adapting to AI advancements in real time. The move accelerates what began as an innovation-first initiative, now becoming a core part of Avaya Infinity’s 2025 roadmap.
MCP’s Role in Enterprise Communications
MCP is an open protocol developed by Anthropic that standardizes how applications share context with large language models (LLMs). It allows AI systems to securely access external tools, APIs, and data sources while keeping context intact throughout conversations.
For customer support teams using Avaya Infinity, this means moving beyond static routing rules based on limited data like caller ID or time of day. Instead, AI can now pull together information from multiple systems simultaneously, making interactions more dynamic and relevant.
David Funck, CTO at Avaya, points out that customers expect AI to understand their unique needs and business logic. MCP enables AI to deliver responses that align with these expectations, improving the quality of customer engagement.
Technically, the Infinity platform connects with diverse data sources—such as CRMs, knowledge bases, electronic health records, and financial systems—allowing AI models to query and correlate information in near real time. This supports what Avaya calls “hyper-personalized experiences,” where all customer touchpoints are integrated for seamless support.
Avaya’s partnership with Databricks adds important data governance capabilities. This collaboration ensures enterprises can deploy AI tools that access sensitive information while maintaining compliance, audit trails, and strict access controls—addressing a common concern in customer support environments.
From Static Workflows to Dynamic Customer Orchestration
The MCP integration unlocks new possibilities across industries. For example, in healthcare, a support agent handling a patient billing inquiry can access the patient’s treatment plan, insurance, and billing history simultaneously. This allows the AI to provide context-aware answers and proactively surface relevant information like upcoming appointments.
In financial services, AI can correlate market trends, customer portfolios, regulatory updates, and personal goals during a single interaction. This reduces the need to transfer customers between departments or repeat authentication steps, making support smoother and more efficient.
For customer support teams, this means AI agents maintain context as customers move across voice, chat, email, and self-service channels. The system remembers details such as previous discussions, emotional cues, and business constraints, improving follow-up and resolution rates.
Positioning for the Enterprise AI Era
Avaya’s adoption of MCP reflects a commitment to open AI architectures. This model-agnostic approach allows organizations to select AI providers—from major cloud platforms to emerging innovators—without redesigning communication workflows.
This flexibility addresses concerns about vendor lock-in and supports future-proofing investments in AI-powered customer service platforms. The Databricks partnership ensures centralized governance and security controls, vital for enterprises managing sensitive data.
As companies move from AI pilots to full-scale deployments, platforms like Avaya Infinity with MCP support offer the scalability, compliance, and control needed to manage complex customer journeys across departments.
Customer support professionals interested in deepening their AI skills and understanding these new tools can explore relevant courses and training at Complete AI Training.
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