Avaya’s 2025 Changes Are Leaving Small Contact Centers Behind
- annemitchell43
- Apr 3
- 4 min read
Updated: Apr 9
Avaya has confirmed that, effective June 30, 2025, it will no longer support public cloud contact centers with fewer than 200 seats. This is a significant policy shift that will directly impact small and mid-sized contact centers.
If your contact center has under 200 agents, this change affects your future platform stability, access to updates, and the level of support you’ll receive. More importantly, it puts you on the clock. The time to plan is now.
What’s Changing in 2025?
Avaya is transitioning its focus toward large enterprise clients and has instructed partners to prioritize enterprise-scale deals. As a result, public cloud contact centers with fewer than 200 seats will no longer be supported. Smaller customers may become ineligible for renewals or upgrades, and Avaya’s roadmap is clearly moving away from mid-market needs.
This realignment not only affects eligibility—it shrinks the support network and access to platform capabilities that smaller operations rely on. For many, this means rethinking current strategies before being forced into an unfavorable decision.
The Real Impact of the 200-Seat Minimum
This threshold has real implications. Contact centers that fall under the 200-seat requirement risk losing access to product updates, proactive customer support, and long-term platform investment.
Some organizations may consider inflating their agent counts just to remain eligible, but that kind of workaround creates budget inefficiencies and operational strain. Others may delay action, but waiting risks putting your business in a bind when renewal cycles hit.
What You Risk by Waiting Too Long
For contact centers that don’t take action, the road ahead could be rough. Once support is phased out, you could be locked out of future updates and stuck with outdated features. Service-level agreements may no longer apply to your deployment size, and accessing technical help may become increasingly difficult.
Worse still, renewals could become complicated or even impossible, forcing a rushed migration under less-than-ideal conditions. Without a plan, many will be left maintaining a system that’s no longer aligned with their needs—or fully supported.
Limited Migration Paths for Small Contact Centers
While Avaya still offers hybrid or private cloud options, these tend to be more expensive, more complex, and slower to implement. That may make them difficult to justify for smaller operations.
Additionally, there is a lack of a clearly defined migration strategy for contact centers under 200 seats. Without a structured path forward, many organizations are left in a holding pattern—uncertain about what to do next or when to make a move.
Why a Contract Review Should Be Your First Step
If you haven’t reviewed your Avaya contract recently, now’s the time. Many agreements signed in the past 12 to 24 months won’t reflect this new support policy. That means you could be tied to auto-renewal clauses, outdated SLAs, or unfavorable terms without even realizing it.
Start by reviewing your contract’s expiration dates, seat count thresholds, notice periods, and any fees tied to cancellation or migration. Involving legal, procurement, and IT stakeholders early will help ensure you’re positioned to make informed decisions with enough lead time to act confidently.
Exploring Alternatives That Actually Fit
If staying with Avaya means more cost and less support, it might be time to consider cloud solutions designed for contact centers like yours. There are providers out there built specifically for 50–200 seat operations—platforms that offer flexible pricing, rapid deployment, and the integrations you need to stay competitive.
These vendors are offering shorter contract terms, enhanced onboarding support, and even incentives for Avaya customers ready to make a switch.
More importantly, these providers are focused on agility. That means faster deployment, more integrations (including AI, CRM, and workforce tools), and service-level guarantees that are tailored to your scale—not the enterprise’s.
What Industry Experts Are Saying
Analysts from Gartner, CRN, and CX Today are tracking how the market is shifting in response to Avaya’s move. Their reports highlight increasing competition for the sub-200 seat segment and growing investment from vendors aiming to fill the gap Avaya is leaving behind.
That puts you in a strong position as a buyer—if you start planning early.
Don’t Let Renewal Deadlines Force Your Hand
Even if your renewal isn’t coming up immediately, don’t wait. Start by documenting your current platform, identifying critical dependencies, and consulting with your internal teams about what’s needed moving forward.
Having a clear migration timeline aligned with your contract terms gives you room to compare vendors, negotiate favorable deals, and avoid the panic of a last-minute transition. You’ll have more control, more flexibility, and less disruption across your organization.
Let’s Talk About Your Contact Center’s Future
If your contact center has fewer than 200 seats, Avaya’s 2025 changes should be on your radar. StrategiCom works with organizations like yours to review contracts, explore alternatives, and create transition plans that work.
Let’s help you find the right-fit platform that aligns with your current needs and future goals. Schedule a call with our team to start the conversation.
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