Avaya has just announced a significant update to its Avaya Experience Platform (AXP), which aligns with its reinvigorated enterprise focus. In a note to its partners, the company mapped out its focus on larger-scale contact centers by removing support for centers with fewer than 200 seats.
As part of this transition, Avaya is introducing a new ‘Minimum Agent Commit’ (Concurrent Agent or Named Agent), which applies to AXP cloud services across all subscription terms. This move aligns with Avaya’s broader strategy of optimizing its platform for higher-capacity operations.
Avaya has three subscription tiers for AXP. Essential Digital, Essential Voice and Advanced.
What Does This Mean for Customers?
If your contact center already has 200 or more agents, no action is required. But there are two paths forward for those who don’t yet meet this new threshold.
Scale up by increasing your subscription to at least 200 agent seats to continue using AXP.
Alternatively, you can opt-out entirely by terminating your subscription and migrating away. If customers wish to terminate, Avaya has asked for written notice by June 30, 2025.
Avaya also hinted that some new migration tools, designed to enable seamless migrations for customers, will be developed soon.
CPaaS and SIP Trunking Services to Cease
Avaya sent out a general reminder at the end of 2024 to inform partners that their CPaaS service and SIP Trunking cloud service would discontinue on April 28th, 2025. This is yet another example of the increased focus on delivering fewer products in order to maximise where Avaya plays best.
A statement on the Avaya site read, “In alignment with Avaya’s commitment to delivering solution-driven innovations and enhancing our product portfolio to support our long-term business objectives, Avaya Communications APIs will no longer be available for purchase effective February 4, 2025, and the service will be discontinued effective April 28, 2025.”
Patrick Dennis is Ripping the Plaster Off
CEO Patrick Dennis is doing what many CEOs failed to do before him: acting quicker and more decisively. His vision of servicing the global 1500 only has been met with mixed emotions, but ultimately, his actions have supported this new direction.
We asked one analyst what this means for the vendor’s revenue and profit. Zeus Kerravala speculated, “It may be 10% of revenue but may not contribute to profits, in fact at this time they might be costing money to maintain. If the focus is the large enterprises, the 200-seat, or under market, is an acceptable loss.”
This latest news follows a big announcement last week where Avaya told employees in the Dubai region to pack up their desks and prepare to work remotely from early March as it prepares to shut its Emirates Towers office.
