Overview
Avaya Experience Platform (AXP) is a flagship CCaaS solution engineered for the 2026 enterprise landscape, focusing on 'Innovation without Disruption.' The platform's technical architecture utilizes a multi-cloud approach, primarily hosted on Microsoft Azure, allowing enterprises to integrate advanced cloud-based AI capabilities with existing on-premise infrastructure. This hybrid model is critical for large-scale organizations that require the reliability of legacy systems while demanding the agility of modern AI tools like generative agent assistance, real-time sentiment analysis, and biometric security. AXP centralizes customer interactions across voice, video, chat, and social channels into a unified 'Avaya Workspaces' desktop. Its orchestration engine allows for complex journey mapping using low-code tools, enabling businesses to deploy automated self-service bots that leverage Google Dialogflow and Azure AI. In 2026, Avaya's market position is defined by its ability to provide high-compliance, globally scalable communication infrastructure that supports extreme customization through the Avaya Cloud APIs, catering specifically to healthcare, finance, and government sectors where data sovereignty and uptime are paramount.