Avaya’s shift: what it means for your contact centre

14/03/25 Wavenet
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Contact centre operators running legacy on-premises solutions face critical decisions as they modernise and migrate to the cloud. For Avaya customers, this challenge has become even more complex with Avaya's strategic pivot to focus on larger enterprises and hybrid cloud solutions.

While Avaya’s on-premises platforms offer stability and robust functionality, evolving customer demands and technological advancements call for greater flexibility. Companies must now decide between continuing with Avaya’s hybrid approach or transitioning entirely to a cloud-native solution.

In this blog, we’ll explore what’s happening in the Avaya ecosystem, the challenges some businesses face, and how we can help businesses find the best path forward.

What is happening?

Avaya’s recent changes are pushing many businesses to rethink their contact centre strategy. Rising costs and evolving customer demands mean it’s time to choose: stick with Avaya’s hybrid approach or move to a modern, cloud-native solution.

Key implications of Avaya’s change

  • Smaller businesses impacted: companies with fewer than 200 seats must now consider alternative solutions.
  • Hybrid cloud evolution: Avaya’s hybrid solutions require integration planning to incorporate advanced features like AI and omnichannel capabilities.
  • Increased costs: smaller businesses may need to increase their seat count or migrate to a different platform, both of which involve significant investment.

These changes align with Avaya’s broader focus on large-scale enterprises, leaving smaller organisations to evaluate their contact centre strategies.

How we can help

We understand the challenges faced by Avaya customers. Whether you’re considering maintaining your existing Avaya solution or exploring migration options, our expertise and partnerships with leading cloud contact centre providers ensure you’ll find the best-fit solution for your business.

For businesses staying with Avaya technology

If you’re committed to staying with your Avaya platform while adopting a wait-and-see approach:

  • Stability and support: as a premier Avaya partner, our experienced engineers ensure your Avaya solution remains stable, secure, and operational.
  • Cost reduction opportunities: we help identify areas for consolidation and cost optimisation within your current setup.
  • Future planning: prepare for a seamless transition to the cloud when you’re ready, without disrupting your operations.

For businesses migrating away from Avaya

For companies ready to transition to modern cloud-native platforms:

  • Flexible migration paths: leverage our expertise with our contact centre partners
  • End-to-end transformation: we can deliver a roadmap tailored to your unique needs.
  • Advanced capabilities: unlock omnichannel communication, AI-driven workflows, and real-time analytics with solutions designed for the future.

Why we're your trusted partner

As a premier Avaya partner, we bring together deep technical expertise and industry insights to deliver customised solutions for businesses of all sizes. We specialise in AI-driven analytics, omni-channel strategies, and rapid deployment to create fast, scalable, and secure customer experiences that foster loyalty and drive growth. Partnering with us equips you with the flexibility and support to modernise your contact centre and remain competitive in today’s dynamic market. Our partnerships with top cloud providers enable us to:

  • Support your Avaya platform while planning for future migration.
  • Offer flexible, cost-effective alternatives.
  • Provide comprehensive consulting to simplify complex transitions.

The benefits of partnering with us

  • Enterprise-grade features without enterprise costs.
  • Significant savings with streamlined licensing models.
  • 99.99% uptime SLA.
  • No vendor lock-in - giving you complete control of your technology.

Ready to take the next step?

Don’t let Avaya’s changes hold your business back. Whether you’re staying with Avaya technology, migrating, or exploring other options, we ensure a smooth and reliable transition. Schedule a free consultation today - 0344 863 3000 or email us at enquiries@wavenet.co.uk.

If you would like to learn more visit https://www.wavenet.co.uk/solutions/contact-centre

Contact Centre, Avaya

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