Avaya is making a decisive move to align its services with larger enterprise customers by announcing it will no longer support public cloud contact centers with fewer than 200 seats. This change, effective June 30, 2025, marks a major strategic shift toward serving only large-scale clients.
What’s Changing?
Avaya’s new policy requires organizations to subscribe to a minimum of 200 agent seats across any mix of AXP Public Cloud tiers (Essentials Digital, Essentials Voice, or Advanced). Companies that fall below this threshold must either:
- Scale up to meet the new minimum seat count, or
- Terminate their subscription without penalty by submitting written notice before the deadline.
This change was first reported by CX Today and UC Today.
Why the Shift?
The move reflects Avaya’s broader realignment to focus on its most strategic accounts. Specifically the “G1500,” a group of its top 1,500 enterprise and government customers, many of which are in the Fortune 100. According to Techzine, Avaya’s leadership believes narrowing its customer base will allow for more meaningful innovation and a stronger value proposition for enterprise-scale operations.
Fallout for Smaller Clients
Small and mid-sized businesses (SMBs) that currently rely on Avaya’s public cloud contact center solutions now face a decision: grow rapidly or find a new provider. This is quite the challenge as operations may be disrupted, there is limited time to find a new solution, and there are many other providers to evaluate.
Final Thoughts
As the June 30, 2025 cutoff approaches, many smaller businesses will be forced to re-evaluate their contact center strategies. For Avaya, the move underscores a broader trend among legacy tech firms: streamline, specialize, and scale, even if it means leaving smaller clients behind.
