Genesys Cloud CX vs Avaya: Infinity, Aura and the choices for Avaya customers

For years the question for Avaya customers was when, not whether, to leave Aura. Avaya's position today is more nuanced. It says it continues to modernise Aura, now at release 10.3, and that Aura remains part of the future rather than legacy, with customers able to extend it into digital, cloud and AI capabilities through Avaya Infinity. An April 2026 Avaya blog says IP Office remains a fully supported platform with active development. Staying with Avaya, in whole or in part, is therefore a real option rather than a holding position.

Avaya Infinity, announced in April 2025, is Avaya's platform for large enterprises: one Kubernetes-based code base that can run in the cloud, hybrid or on premises, with a phased path from Aura and its contact centre. Genesys Cloud CX is a cloud-only platform that many Avaya customers have moved to. QVCCS is a Genesys referral partner, not a reseller, and we have kept to what each vendor publishes. The cards below summarise each platform.

The table compares Genesys Cloud CX with Avaya Infinity, the platform Avaya positions for contact centres modernising from Aura. Where Avaya's pages did not confirm something, we say so. Both vendors are changing their platforms quickly, so treat the table as a starting point for your own questions.

Avaya's strongest documented case is continuity and deployment choice. An organisation with a large, heavily integrated Aura estate can modernise in phases, keep its voice infrastructure and carriers, and run Infinity in its own data centre or private cloud where policy demands it. Infinity's AI-agnostic design suits organisations that have already chosen AI models or want to switch between them. For enterprises that cannot move to a multi-tenant public cloud, or want to move one step at a time, these are real advantages.

Genesys Cloud CX's strongest documented case is one cloud platform with native capabilities across the contact centre. Voice, digital, routing, workforce management, quality and AI are on one platform and one agent workspace, delivered as a service that Genesys updates continuously, without upgrade projects. Telephony can stay with your carriers through BYOC, and AWS regions include London. For organisations ready to leave on-premises infrastructure and its upgrade cycle behind, that removes a whole category of work.

Neither path is free of effort. Staying with Avaya still means modernising integrations and channels, and moving to any new platform means rebuilding flows, routing and reports. The right choice depends on how much change you want now, where the platform must run, and who will deliver it.

Avaya customers weighing these options tend to settle the decision on the same practical questions. Put them to Avaya, to Genesys and to the partners proposing each, and ask for answers grounded in published documentation and in your own estate rather than in roadmap slides.

• Change: do you want to modernise in place, in phases, or move platform in one programme?
• Where it runs: must the platform run on premises or in a private cloud, or is a multi-tenant public cloud acceptable?
• Telephony: which carriers, numbers and SIP trunks must stay, and how will failover work?
• Workforce engagement: will you keep your current WFM and QM tools, or move to native capabilities?
• Integrations: which CTI, CRM and back-office integrations does your Aura estate depend on, and who will rebuild them?
• AI: will you bring your own models, or use the platform's own AI and its charging model?
• Support and upgrades: who will run, patch and upgrade the platform after go-live?

When an Avaya customer chooses Genesys Cloud CX, the move is a structured migration: discovery of vectors, VDNs, skills and integrations, a parity decision for each, carrier and number planning, and waves that keep service running. Some organisations start hybrid, keeping Avaya voice in place while agents move, which Genesys supports through its telephony options. Our Avaya to Genesys Cloud migration page describes the approach, and our case studies include Avaya contact centres we have moved to Genesys Cloud CX.

If you are weighing the options, QVCCS can help you test them against your own estate, working remotely unless agreed otherwise. Every delivery team member holds, or is completing, Genesys Cloud certification, and our leadership has worked in contact centre technology since 1984. We will say plainly if staying with Avaya, or another platform in our wider comparison, is the better fit for you.