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.
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.
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.
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.
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.
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!