The platform shift that could define your CX future

The way organizations communicate with their customers is evolving faster than ever. Hybrid work, rising expectations around AI, and increasingly complex customer demands are pushing contact centers beyond legacy systems and into the age of agility. It’s no longer just about answering calls - it’s about delivering intelligent, multi-channel experiences that scale and adapt. And now, more than ever, the technology choices you make matter.

This shift isn’t theoretical. It’s happening in real time, and Avaya’s upcoming licensing change is a clear example.

Avaya's pivot: a sign of the times

Starting June 20, Avaya has introduced a new licensing minimum of 200 users for its cloud-based Avaya Experience Platform (AXP).

Organizations already above that scale, can continue to enjoy a future built on AI, analytics, and global-grade infrastructure. But for those with smaller operations or more agile teams, this is the moment to reassess and explore a broader range of modern, flexible platforms designed to support growth, not restrict it.

Exploring the new contact center ecosystem

Before making any decision, it’s important to understand the evolving landscape of contact center technology. Today’s market offers a range of platforms, each built with different priorities in mind. From enterprise-scale solutions to agile, cloud-native platforms designed for integration and ease, the options have never been more diverse. The key is finding the one that aligns with your needs, your existing tools, and your long-term goals.

Avaya Experience Platform (AXP)
AXP is Avaya’s flagship enterprise cloud contact center solution. Built for scale, it delivers advanced automation, deep analytics, and global reliability - but it’s now best suited for larger teams. For organizations already invested in Avaya and operating at enterprise scale, AXP remains a powerful, future-forward option.

Avaya Infinity
For businesses that want to stay within the Avaya ecosystem but need more flexibility, Avaya Infinity offers a modular, cloud-native alternative. It supports omnichannel engagement, integrates easily with existing tools, and gives growing teams the agility they need - without the complexity of a full AXP deployment.

Luware
Luware transforms Microsoft Teams into a powerful, native contact center. It’s designed for businesses that already rely on Teams for internal communication and want to create a seamless, customer-facing layer. With intelligent call routing, queue management, and clean, intuitive dashboards, Luware is a fast, cost-effective solution for modern, hybrid teams.

Alvaria
Alvaria is purpose-built for workforce optimization, performance analytics, and intelligent routing. It’s ideal for businesses focused on agent productivity, efficiency, and measurable outcomes. Highly configurable and enterprise-ready, Alvaria gives performance-driven operations the tools they need to scale smarter.

Each of these platforms represents the new era of contact center technology - one that prioritizes integration, modularity, and control.

The bigger picture

This isn’t just about Avaya, or any single provider. It’s about a shift in how businesses think about customer engagement. Cloud-first, scalable platforms have become the norm. AI and automation aren’t “nice-to-haves” anymore - they’re expected. And the contact center has evolved into a strategic function at the heart of the customer journey.

Choosing the right platform now sets you up not just for tomorrow’s challenges, but for tomorrow’s competitive edge.

Real-world impact and migration tips

Overhauling your contact center isn’t just technical, it’s operational, cultural, and strategic - and businesses navigating this transition should consider a number of factors for optimal experience and efficiency.

• Know your scale: Different platforms are designed with different team sizes in mind. Some are built for large, complex operations; others are better suited to leaner, more agile teams. Understanding where you sit today - and where you're headed - will help you choose a solution that fits naturally and grows with you.

• Integrate, don’t rebuild: You don’t need to start from scratch. Many modern platforms work with the systems you already use - Teams, Salesforce, or other core tools - so you can evolve without unnecessary disruption.

• Pilot before you commit: Most providers offer test environments or trial programs. Use them to assess functionality, build internal confidence, and make informed decisions before rolling out at scale.

• Go beyond voice: Your customers are engaging across chat, social, SMS, and email. A modern contact center should meet them wherever they are - not just on the phone.

• Lean on a partner: The right advisor will simplify the decision-making process, guide your migration, and tailor your setup to support both your day-to-day operations and long-term goals.

The right partner for your next move

In a crowded market, Aura helps you cut through the noise and make informed choices regarding your contact center modernization. We’re not just here to implement software, we’re here to help you make the right decision for your business, now and for the future.

Our process is simple: we listen, assess your needs, and match you with the best-fit platform - whether that’s Avaya, Luware, Alvaria, or something else. With Aura, you get deep technical expertise, unbiased platform guidance, and a team that’s genuinely invested in your success. We’ve helped organizations across a range of industries modernize their contact centers without disruption - and we’re ready to help you do the same.

If you want a partner who listens before recommending, who simplifies without cutting corners, and who sees the bigger picture behind your contact center, Aura is here!