For decades, Avaya has been a staple in enterprise communication and contact center technology. But with a series of recent announcements, it’s clear the company is making a major pivot—one that mid-market organizations can’t afford to ignore. So here’s what’s changing with Avaya, what it means for you, and how we can help you navigate what’s next.
Avaya’s New Direction: G1500 and a 200-Seat Minimum
Avaya has officially confirmed that it will focus exclusively on its top 1,500 global customers (the “G1500”)—typically large enterprises with extensive agent deployments. As part of this strategy:
• As of June 30, 2025, customers must meet a 200-seat minimum for continued use of Avaya Experience Platform (AXP) cloud-based contact center services.
• This applies across AXP Essentials Digital, Essentials Voice, and Advanced solutions.
• If customers do not meet this threshold, they’ll be required to either terminate their subscription or migrate to yet-to-be-announced new solutions—details of which remain unclear.
Feature Removals and Discontinued Services
In addition to customer segmentation, Avaya is scaling back its portfolio:
• Avaya Voice Recording (AVR) will no longer be supported on AXP after June 30. Voice-only and All Media bundles with AVR will be removed from sale and no longer renewable as of March 3, 2025.
• Social Media integrations, including functionality with X (formerly Twitter), will be discontinued as of March 1, 2025.
• April 28, 2025 marks the end of sale for both Avaya SIP Trunking and Avaya Communications APIs (CPaaS) cloud services.
• Avaya has also closed offices in the Middle East and is continuing layoffs across Europe and beyond as it realigns its global presence.
What This Means for Mid-Market Businesses
If your organization doesn’t meet the 200-seat minimum—or relies on now-retiring services—you’re faced with an important question: stay and scale, or move on to a more flexible, mid-market-friendly solution?
This is more than a licensing change. It affects operational continuity, feature availability, and access to future innovation. And with little clarity on Avaya’s promised “new solutions,” many organizations are considering alternative platforms that offer greater flexibility and stronger long-term support. How Convergent Can Help
As a trusted technology partner, we’ve helped many organizations navigate transitions like this. Here’s how we recommend approaching the situation:
1. Assess your current deployment.
2. Understand your options.
3. Create a roadmap.
The Avaya landscape is shifting fast—but you don’t have to navigate it alone. Let’s talk about what’s next, and how to make this an opportunity—not just a disruption.
Ready to evaluate your contact center strategy? Let’s start the conversation.
