Avaya is integrating Model Context Protocol (MCP) into its Avaya Infinity CX platform to enhance communications and collaboration. This integration represents a strategic shift towards open AI orchestration, enabling organizations to build customer experience environments informed by customer history and intent. The MCP, developed by Anthropic, is an open standard for AI models to interact with external applications and data securely. This allows quicker AI integrations and facilitates hyper-personalised customer journeys by leveraging large language models and agentic AI in dynamic workflows that empower business users.
Avaya is integrating Model Context Protocol (MCP) into its Avaya Infinity CX platform to enhance customer experience environments based on real-time customer insights.
MCP allows AI models to securely and reliably interact with external tools, removing the need for custom interfaces and enabling rapid AI integration.
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