Aura Blog

5 key trends in user adoption for 2025 and beyond

jonathan.harris@auraalliance.com (Jonathan Harris) — Thu, 31 Jul 2025 10:26:03 GMT

Digital transformation isn’t just about deploying the latest tools - it’s about making sure people use them effectively. Whether it's Microsoft 365, Teams, a new contact center platform, or any other collaboration solution, technology alone doesn’t deliver results. Without strong user adoption, even the most powerful systems can underperform or fail entirely.

The good news? Organizations are starting to recognize this. User adoption is no longer an afterthought. It’s becoming a strategic priority.

What happens when adoption falls short?

Before exploring where user adoption is heading, it’s important to understand the risk of getting it wrong. When adoption is overlooked, underfunded, or rushed, the consequences can ripple across the business:

Wasted investment: Tools go underused or misused, and the expected ROI never materializes.
Inefficient workflows: Employees revert to familiar systems or create workarounds, reducing efficiency and data consistency.
Frustrated users: Without proper guidance or support, users feel overwhelmed leading to higher support demand, low satisfaction, and resistance to future change.
Stalled transformation: Change initiatives lose momentum, and teams become wary of new technology rollouts.
Missed growth opportunities: Without widespread, confident usage, features that enable upselling, automation, or innovation remain untapped.

In short, poor adoption turns powerful platforms into expensive shelfware. It’s not just a technical problem - it’s a strategic failure that can hold the entire business back.

So what's shaping the future of user adoption?

Fortunately, many organizations are taking action. As businesses look to extract greater value from their technology investments, user adoption strategies are evolving. It’s no longer just about getting users to log in. It’s about building the skills, confidence, and motivation they need to fully embrace new ways of working.

The following 5 trends highlight how organizations are rethinking adoption to drive better outcomes across the board:

Adoption planning starts earlier
Forward-thinking IT and business leaders are now integrating adoption strategies from day one - not just at go-live. Early planning that includes stakeholder alignment, communication, and change management is helping teams reduce rollout risk and accelerate time-to-value.
Personalized, role-based training
One-size-fits-all training is no longer enough. Today’s users expect learning experiences tailored to their job functions, technical abilities, and workflows. Role-based, modular training delivered in the right format - on-demand, live, or in-app - leads to higher engagement and greater retention.
Champions are driving change
Change champions - those internal advocates who influence and support peers - are becoming essential to adoption success. These individuals act as a bridge between IT and the business, helping to socialize tools, address concerns, and create a culture of continuous learning.
Analytics are closing the loop
Usage analytics are transforming how organizations track and improve adoption. Real-time insights allow teams to spot friction points, measure progress, and adjust support strategies dynamically. Adoption efforts are becoming smarter, faster, and more targeted.
Adoption = business impact
Perhaps the most significant shift is recognizing that user adoption directly impacts business performance. Confident, capable users are more productive, more collaborative, and more innovative. They also help uncover new use cases, driving deeper engagement and increasing the overall return on investment.

Why it matters now more than ever

In today’s hybrid and remote-first environment, digital workplace tools are more than just IT assets. They’re the backbone of how teams collaborate, communicate, and deliver value. From day-to-day productivity to long-term customer relationships, these tools are essential to staying competitive in a fast‑changing landscape.

But technology only creates value when it’s embraced by the people who use it. Simply making tools available doesn’t mean they’ll be adopted - or used effectively. Without proper guidance, users may default to old habits, misuse features, or avoid the tools altogether.

That’s why adoption can no longer be treated as a post‑project checkbox or an optional phase at the end of deployment. It must be built into the transformation journey from the start. Successful adoption requires a structured, ongoing approach. One that blends people, processes, and platforms to create lasting, measurable change.

Organizations that prioritize adoption aren’t just using tools, they’re unlocking their full potential to improve performance, enhance user satisfaction, and achieve real business outcomes.

How Aura can help

At Aura, we support global enterprises in delivering not just technology rollouts, but long-term adoption success. Our comprehensive, fully managed training and enablement services are designed to help users embrace new tools with confidence, speed, and clarity.

Whether you're rolling out Microsoft 365, Teams Phone, a contact center platform, or collaboration solutions, we provide the expertise and infrastructure to ensure your users are ready and supported every step of the way.

Our user adoption services include:

End-to-end adoption planning
We work with you from the earliest stages to align stakeholders, define success metrics, and integrate change management into your deployment roadmap.
Role-based training programs
We offer tailored enablement for every audience - end users, team leaders, agents, supervisors, and admins. Training formats include live virtual sessions, in-person workshops, and self-paced digital learning.
Multilingual and global rollout support
Our delivery teams provide scalable training in multiple languages, ensuring consistent user experiences across countries and regions.
Engaging, blended learning content
We design engaging, interactive learning experiences that go beyond simple how-tos - incorporating real-life scenarios, in-app walkthroughs, and live Q&As.
Ongoing reinforcement and analytics
Post-launch support includes refresher training, onboarding for new hires, usage monitoring, and adoption dashboards. So you can measure progress and continuously improve.
Change communication strategy
Our consultants help create structured, proactive communications that inform, excite, and guide users through every phase of the rollout.

With Aura’s adoption and training services, you’re not only equipping your teams to use the technology, but motivating them to get the most out of it.

On the road with Aura: Events, insights & good times

tony.parish@auraalliance.com (Tony Parish) — Mon, 30 Jun 2025 07:15:00 GMT

June has been nothing short of busy for Aura, with the team crisscrossing the globe to connect, collaborate, and innovate at some of the industry’s most exciting events. From Atlanta to London, Washington to Dallas, here’s a look at how we’ve been championing smarter communications and building the future of customer experience.

Kicking things off in Atlanta: Alvaria Americas MSP Summit

Aura was proud to be invited to the Alvaria Americas MSP Summit in Atlanta, where Shannon and Chad represented us among a stellar lineup of fellow Managed Service Providers, alliance partners, and Alvaria leadership.

With a full day focused on strategy, partner enablement, and ecosystem innovation, we were especially excited to take the stage during the Partner Spotlight Session. There, we showcased how Aura supports global Alvaria deployments, enabling seamless CX and UC through powerful integrations with Microsoft Teams, Zoom, and more.

Events like these not only strengthen our alliances - they energize us to continue delivering future-ready excellence behind the scenes.

Live from Washington, DC: Avaya Journeys

Meanwhile, in Washington, Jack joined Avaya and peers for Avaya Journeys - an inside look at Avaya's technology roadmap and cutting edge product innovation.

Aura has proudly partnered with Avaya for over 30 years, and our shared mission hasn’t changed: turning great ideas into tangible value for customers through smarter, more connected communications. This event was a reminder of just how far we’ve come, and where we’re headed next.

Cheers from Commsverse: The Microsoft Teams Conference

One of our favorite events of the year did not disappoint! This time, Joel, Jon, and Charlie were live at Commsverse, the leading Microsoft Teams Conference, where they dived into the latest Teams innovations and hybrid work strategies.

Commsverse is always a hub of energy and creativity, and, as expected, was packed with insights, product updates, and meaningful partner conversations. Aura proudly highlighted how we’re enabling Teams Phone in 120 countries, delivering a robust Teams ecosystem for our customers.

We capped off a full day of learning and networking with a social swing at Topgolf - the perfect end to a great day of connection and collaboration. Thank you to all that attended - for the laughs, competition, and fun.

Strategic insights in Dallas: AVANT’s CX Advisory Board

In Dallas, our CEO Tony took part in AVANT Communications’ exclusive CX Advisory Board, joining a select group of Trusted Advisors and CX leaders for an invite-only day of forward-thinking discussion.

With roundtables, breakout sessions, and thought leadership on the future of AI and Customer Experience, the event offered a powerful forum to align on strategies that will shape the next wave of innovation. A big thank you to AVANT for hosting us and helping spark so many new ideas.

Integrate to Migrate: Aura’s latest webinar

Finally, we wrapped up the month by hosting our own Integrate to Migrate webinar - where Brette showed how even mission-critical organizations like a major federal bank are modernizing communication without disruption.

Attendees got an inside look at:

How hybrid migration works in the real world

Best practices for bridging Microsoft Teams, on-prem systems, cloud calling, and contact centers

Zero-risk strategies for analog, DECT, and legacy lines

Tips to preserve on-prem investments while scaling into the cloud

If you missed it, don’t worry, we’ll be hosting more webinars soon. Keep checking back!

Wrapping up June

It’s been a month of movement, milestones, and meaningful conversations. Every event reaffirms what we’re here to do: empower businesses with flexible, global, future-ready communication solutions that evolve with their needs.

Whether you met us at an event, joined our webinar, or followed along online - thank you for being part of the journey. There's plenty more to come!

The smart path to hybrid communications

keyleen.reyes@auraalliance.com (Keyleen Reyes) — Fri, 27 Jun 2025 08:00:00 GMT

Technology is evolving fast, but most communication environments aren’t built to move overnight. For organizations managing multiple sites, long-standing voice systems, and new cloud collaboration tools, there’s a balancing act between modernization and continuity.

Aura helps businesses navigate that space with confidence.

Through our Integrate to Migrate framework, we work with enterprises to build a hybrid voice strategy that keeps what works, brings in what’s next, and ensures every piece fits together seamlessly - from your contact center to the corner office.

It’s not about ditching the old. It’s about making everything work better.

Many companies today find themselves juggling:

A rock-solid Avaya voice system they’ve relied on for years

A growing need to collaborate via Microsoft Teams

New customer experience tools like Luware for modern contact centers

Legacy devices that still serve essential functions - elevator lines, fax machines, DECT handsets, and more

Aura connects the dots. We ensure these systems - old and new - speak to each other, so your people can focus on customers, not call flows.

We call it hybrid done right.

Why enterprises turn to Aura

Deep technical know-how, minus the disruption
Our engineers know the ins and outs of legacy infrastructure, cloud platforms, and everything in between. Whether you're moving off traditional PSTN or integrating Teams calling into an Avaya environment, we keep your operations running while we make the switch.

Strategic clarity, not just technical capability
Aura brings a consultative approach to every migration. We help businesses map out what to move, what to retain, and how to future-proof their setup. Every integration is a step toward transformation - without the chaos.

Smart hands where it counts
With support teams on the ground and in-region, we don’t leave you hanging. Our “smart hands” capability means physical installs, on-site troubleshooting, and local expertise when and where you need it.

Global reach, local execution
Whether you’re consolidating infrastructure across offices or rolling out a new contact center in a new region, we deliver consistent experiences everywhere. It’s enterprise-grade support, without the complexity.

What hybrid can look like with Aura

Keep Avaya. Layer in Teams.
Stay operational on your trusted voice systems while Teams takes the lead on collaboration. We’ll bridge the two with secure, compliant call routing and full user experience alignment.

Pilot the cloud with Luware.
Trial a new contact center setup in one department without touching the rest of your environment. Scale when you’re ready - not before.

Connect the legacy.
Still have mission-critical analog devices? No problem. We integrate them into your new environment so you don’t have to compromise.

Get number strategy sorted.
Consolidate fragmented numbering plans, centralize management, and prepare your business for full voice cloud-readiness, even if you’re not there yet.

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Modern communications, without the chaos

Change doesn’t have to be an all-or-nothing move. With Aura, you gain a partner who understands that stability matters just as much as innovation. That’s why organizations trust us to help them evolve their communications - one system, one site, one user group at a time.

So whether you’re optimizing what you have, or laying the foundation for full cloud migration, Aura gives you the control, confidence, and clarity to do it right.

The future of calling isn’t one-size-fits-all. It’s smart, flexible, and built around you. Let Aura help you get there - with zero disruption, and all the support you need.

The platform shift that could define your CX future

keyleen.reyes@auraalliance.com (Keyleen Reyes) — Wed, 11 Jun 2025 05:00:00 GMT

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!

Teams & toast: Making the move to Teams without the headache

joel.heasman@auraalliance.com (Joel Heasman) — Mon, 12 May 2025 10:15:00 GMT

Aura is proud to be teaming up with evcoms for a breakfast briefing you won’t want to miss. On Wednesday, 21st May, our Teams & Toast event, hosted in Dublin, will provide a relaxed, insight-packed morning designed to make the move to Microsoft Teams simple, strategic, and seamless for businesses who want to stay ahead.

Let’s face it: migrating to a new communication platform can feel like a minefield. But with our proven Integrate to Migrate approach, it doesn’t have to be.

Together, we’ll show you how to:

Switch to Microsoft Teams without disrupting your current systems

Integrate your existing PBX infrastructure into Teams (yes, it’s possible!)

Use Copilot and Teams to level up your productivity and monitoring

Unlock the power of Operator Connect - and find out if it’s right for your business

What is Integrate to Migrate?

Integrate to Migrate is our answer to the messy, high-risk migrations that often plague organizations moving to Microsoft Teams.

Instead of pulling the plug on your current telephony infrastructure and hoping for the best, we help you bridge the gap, integrating what you already have into Microsoft Teams, so you can transition on your terms.

Here’s how it works:

No rip and replace: Your existing systems stay in place while we connect Teams on top

Seamless coexistence: Teams and legacy systems run in parallel, so there’s no downtime

Flexible rollout: Migrate users in phases, based on readiness, geography, or business priority

Clear visibility: Get insights into usage, adoption, and call performance via Aura Connect

Peace of mind: Full support from a team that’s delivered global-scale Teams voice transformations

This approach gives you the flexibility to migrate with confidence, reduce operational risk, and realize value from Teams right away - without waiting for legacy infrastructure to catch up.

Why attend?

At Teams & Toast, you’ll get:

A live demo of Teams Voice and the Aura Connect platform

Insights from real-world projects and migration journeys

An expert panel session with two teams who know Teams, inside and out

Fresh breakfast, hot coffee, and great company

A free 30-day trial of Microsoft Teams Phone to get started

Powered by partnership: About evcoms and Aura

Our Teams & Toast event is hosted by evcoms, an Irish-based team of specialists in secure, compliant, cloud-based communications. They provide enterprise-grade contact center and telephony solutions that help businesses modernize how they communicate.

Whether you’re navigating Microsoft Teams, CCaaS, voice recording, or compliance, evcoms offer the tools, expertise, and ongoing support to make it happen. They’re trusted by government bodies, large multinationals, and high-compliance industries across Ireland and beyond - making them the perfect co-host for a conversation about doing Teams right.

Aura joins the session as a key partner, delivering the Integrate to Migrate methodology and platform that helps organizations make the leap to Teams Voice - seamlessly, securely, and at scale.

Together, evcoms and Aura will walk you through the strategy, tools, and real-world examples that show what a smart migration really looks like.

Save your seat - and start your Teams journey

If you’re planning (or even just considering) a move to Microsoft Teams Voice, this is the event that will make everything click.

You’ll leave with answers, next steps, and a clear path forward - not to mention a hot coffee and a warm breakfast.

Empowering enterprise success with Avaya and Aura

tony.parish@auraalliance.com (Tony Parish) — Fri, 02 May 2025 20:00:00 GMT

At Aura, our story is deeply intertwined with Avaya’s legacy - and we’re proud of it. For more than three decades, we’ve stood alongside Avaya, growing together, innovating together, and supporting enterprises around the world with some of the most powerful, resilient communication technologies ever built.

Today, as enterprise communication needs evolve faster than ever, Avaya remains a cornerstone for many businesses. But not all Avaya partners have kept up - so how has Aura?

Feeling let down by your Avaya partner?

The Avaya partner landscape is shifting - and not always for the better. Many partners are consolidating, exiting the market, or simply unable to keep pace with the evolving demands of enterprise communications. Too often, businesses are left stranded with critical systems unsupported, facing unexpected disruption and risk.

Even among those that remain, many providers are struggling to offer real strategic value. Instead of proactively helping you optimize, modernize, or extend your Avaya environment, they deliver reactive, short-term fixes - with no clear roadmap for the future. Without the right strategic partner, enterprises risk falling behind, facing hidden costs, or being forced into disruptive migrations before they’re ready.

At Aura, we’re different. For more than three decades, we’ve built a resilient, global support model that doesn't just survive - it thrives. As an Avaya Diamond Partner, we combine deep technical expertise, local presence in 145 countries, and a long-term commitment to our customers' success. Where others step back, Aura steps forward - ensuring your Avaya environment remains reliable, future-ready, and fully supported.

Why Aura is the smarter choice for global Avaya support

Supporting Avaya environments today requires more than certifications - it demands global reach, deep technical expertise, and the flexibility to adapt to every customer's unique needs.

How are we different?

Real global presence: Unlike providers who rely on remote-only support, Aura delivers smart hands and on-site technical expertise in 145 countries - ensuring rapid, local response wherever your business operates.

Tailored service models: We don’t force a one-size-fits-all solution. Whether you need fully managed support or targeted expertise to complement your internal teams, we adapt around your business - not the other way around.

Lifecycle optimization: While others push premature upgrades, Aura helps you maximize the value of your existing Avaya investments - including end-of-life support - so you can modernize at your own pace.

Continuous system health: Our proactive services, from regular patching and certificate management to modernization programs, ensure your communications infrastructure remains secure, reliable, and future-ready.

Seamless modernization and integration: Whether you're moving toward cloud deployments, hybrid models, or integrating Avaya with Microsoft Teams, Aura bridges legacy systems and next-generation technology - without disruption.

Proven stability: At a time when many partners are consolidating or disappearing, Aura remains a stable, experienced, and trusted provider - a true long-term partner for enterprises that depend on Avaya.

Aura offers the scale, flexibility, and technical excellence that enterprises demand - delivered through a resilient, future-proof support model designed for global success.

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Relied on by enterprises that depend on Avaya

Our customers don’t just select Aura as their partner of choice - they stay with us, year after year, because we deliver consistent value and proven results.

Uninterrupted operations: We protect business continuity with 24/7 proactive monitoring, rapid incident response, and expert system maintenance.

Rapid local support: With local engineering teams embedded worldwide, issues are resolved fast and efficiently - not just remotely.

Simplified global management: Aura unifies your Avaya support under a single contract, delivering consistent SLAs and streamlined service governance across regions.

Strategic growth enablement: We work alongside you to future-proof your communications, advising on when and how to modernize without risking core operations.

Deep technical partnership: Aura is more than a service provider - we are a technical extension of your team, dedicated to optimizing, securing, and evolving your Avaya environment.

A legacy of trust, built on Avaya expertise

For over 30 years, Aura has been the trusted partner for enterprises that rely on Avaya communications. As many Avaya partners consolidate or disappear, Aura stands strong - delivering global smart hands support in 145 countries, tailored service models, and proactive modernization strategies. Our customers choose Aura not just for technical excellence, but for the long-term partnership and resilience we bring to every engagement. Built for stability, built for the future - Aura keeps your Avaya environment secure, optimized, and ready for what's next.

Cisco CUSP End-of-Support - Are you prepared?

jonathan.harris@auraalliance.com (Jonathan Harris) — Tue, 15 Apr 2025 11:30:00 GMT

If your business relies on Cisco Unified SIP Proxy (CUSP) to manage SIP signaling and call routing, it’s time to start preparing for a significant change.

Cisco has officially announced End-of-Life (EoL) for CUSP Version 10, with support ending on September 30, 2025. After this date, the product will no longer receive technical support, security patches, or bug fixes. For many enterprises, this creates both an operational challenge and a strategic opportunity.

What does End-of-Support mean for you?

When Cisco stops supporting CUSP, organizations still using it will face several growing risks:

No more security patches or updates – leaving the door open to new vulnerabilities

Increased downtime risks – without vendor support or bug fixes

Compatibility issues – with evolving UC platforms, SIP trunks, or compliance standards

Operational bottlenecks – as network teams spend more time maintaining ageing infrastructure

If CUSP is part of your voice core or SIP routing architecture, the clock is now ticking toward a critical deadline.

Why this matters

CUSP has been a central SIP routing component in many enterprise and service provider environments, enabling call control, SIP trunking, and platform interconnectivity. But with Cisco retiring the product, organizations must assess the impact on their voice architecture and plan a reliable, scalable alternative before support disappears.

Some key questions to consider:

Can your current SIP routing setup scale with business growth and cloud integrations?

Are you prepared to support CUSP internally without vendor help?

Is your voice network ready for Microsoft Teams, Operator Connect, or future SIP providers?

Without a supported platform, making any changes - or even standing still - becomes a risk.

So what are the options?

If you're using Cisco CUSP today, your next step should be evaluating replacement strategies:

Stay on CUSP (not recommended): This risks security and performance issues post-EoL.

Migrate to another Cisco solution: May require significant redesign and may not deliver equivalent SIP routing functionality.

Move to a supported SIP routing platform that offers both flexibility and long-term vendor commitment.

Plan your CUSP replacement with Aura

To support organizations impacted by the Cisco CUSP End-of-Support deadline, Aura offers a structured and future-proof approach - built around Ribbon’s leading SIP technologies.

Whether you're managing a single voice core or a complex, distributed SIP architecture, Aura can help design and implement a solution that meets today’s needs and tomorrow’s demands.

Our solutions includes:

Ribbon PSX (Policy and Routing Server)
Replaces Cisco CUSP as the intelligent SIP core, delivering advanced call routing logic, policy enforcement, and number normalization across your environment.

Ribbon SBCs (Session Border Controllers)
Provide secure SIP trunk connectivity, voice firewalling, media handling, and interoperability across platforms - including Microsoft Teams, legacy PBXs, and carrier networks.

Ribbon RAMP (Ribbon Application Management Platform)
Ideal for organizations with distributed or multi-site deployments, RAMP provides centralized license and node management across all Ribbon components.

Key features & benefits of these solutions include:

Advanced policy & routing logic
Enables intelligent call routing based on caller identity, destination, time-of-day, cost, load-balancing, and custom business rules.

Full number normalization
Simplifies complex, multi-country dialing plans and ensures seamless interoperability between Teams, PBXs, SIP trunks, and other voice platforms.

High availability & resiliency
Designed with geo-redundancy, failover, and carrier-grade reliability built-in to support business continuity at scale.

Cloud-ready or on-prem deployment:
Deploy natively in Azure, AWS, private cloud, or on-prem - whichever best fits your operational model.

Security & compliance
Ribbon SBCs deliver built-in encryption and signaling/media security (TLS, SRTP), helping you meet modern compliance requirements and secure SIP communications.

Smooth Microsoft Teams & cloud integration
Fully compatible with Direct Routing and Operator Connect for Teams, supporting hybrid UC environments and cloud migration strategies.

Why Aura for your CUSP replacement?

As your trusted partner, Aura manages the entire transition from CUSP to Ribbon, ensuring zero disruption and full alignment with your business objectives.

Here’s how we support your migration:

Conduct a detailed assessment of your current SIP architecture

Design and implement a Ribbon-powered replacement, whether it’s SBC, PSX, or both

Integrate with your existing UC ecosystem, including Microsoft Teams, legacy PBXs, and SIP trunks

Provide ongoing support and lifecycle management, ensuring performance, security, and compliance well beyond day one

Don’t wait until September, act now!

The End-of-Support deadline is closer than it seems. Starting your planning now ensures you have time to evaluate, design, and implement the right solution - on your terms, without pressure.

Aura can help you navigate the transition with Ribbon’s industry-leading solutions. Get in touch today to start your journey.

Aura at CP Expo 2025: Driving collaboration and innovation

tony.parish@auraalliance.com (Tony Parish) — Fri, 28 Mar 2025 15:00:00 GMT

This week, the channel community came together in Las Vegas for one of the most anticipated events in the industry calendar: the Channel Partners Conference & Expo (CP Expo). From March 24–27, CP Expo brought together thousands of IT and telecom professionals, technology providers, MSPs, and trusted advisors to explore what’s next in the world of communications and cloud.

Why CP Expo matters

CP Expo is more than just an event - it’s a pulse check on the future of the channel. With engaging keynotes, hands-on learning sessions, and high-impact networking, it’s where big ideas become actionable strategies.

For Aura, this gathering was an opportunity to connect with peers, partners, and thought leaders driving innovation across unified communications, contact center solutions, cloud, and connectivity - core pillars of what we deliver every day.

Keynote highlights explored themes that align closely with Aura’s mission, including AI-powered communication and contact center evolution, global UCaaS deployment challenges, enabling hybrid work with agile, cloud-native platforms, and improving user experience through seamless integration.

One standout session, “The Teams effect: How to seize the UC opportunity on your terms”, addressed the growing demand for integrated Microsoft Teams Voice solutions - an area where Aura continues to help businesses simplify and scale communications globally.

Team Aura on the ground

Aura was well represented in Las Vegas by Tony Parish, Shannon Hoeg, and Jack Condron. Throughout the week, they had fantastic conversations, reconnected with familiar faces, and met new partners looking to simplify and strengthen their global communications strategies. From tech talks to coffee chats, it was a great few days of sharing ideas and driving momentum.

Catching up with AVANT

During CP Expo, we also spent some valuable time with one of our most valued partners - AVANT Communications, a Platinum Sponsor of the event. Aura and AVANT share a strong synergy in helping trusted advisors stay ahead in a rapidly evolving tech landscape. Our partnership reflects a shared vision: to simplify the integration of next-gen technologies and empower businesses to move faster and smarter.

AVANT continues to lead with insight, and one of the highlights of our conversation was their State of Disruption Report, which revealed key trends around Microsoft Teams Voice adoption. While Teams is widely used for collaboration, a significant number of customers still haven’t activated its voice capabilities - presenting a real opportunity for partners. Aura is well-positioned to support those needs through our global Teams Voice solutions.

How Aura helps the channel win

With over 30 years of global experience and a presence in 145 countries, Aura is uniquely positioned to help partners navigate complex, multi-vendor environments with ease. Our approach is built on simplicity and reliability - offering one point of contact, one contract, one SLA, and one invoice.

This streamlined model allows partners to focus less on managing operational complexity and more on delivering value to their clients. Whether it’s supporting global UCaaS rollouts, multi-site collaboration, or customized hybrid solutions, Aura brings clarity, consistency, and trusted expertise to every engagement.

Until next time

As the curtain closes on another incredible CP Expo, we’re walking away energized by the connections made and conversations had. The future of the channel is bright, and Aura is proud to be part of shaping what comes next.

If we didn’t get a chance to connect during the event, we’d still love to chat. Reach out - we’re just getting started.

The smart way to master Microsoft Teams Voice

Brette Ciamarra — Thu, 13 Mar 2025 10:15:00 GMT

Microsoft Teams has taken the workplace by storm, revolutionizing the way businesses collaborate, communicate, and stay productive. It has become the go-to platform for messaging, video conferencing, and file sharing - but did you know it can do even more? That’s right - by implementing Microsoft Teams Voice, you can transform it into a fully functional business phone system, eliminating the need for separate telephony solutions. No more juggling multiple platforms, no more outdated desk phones, and no more complex, costly PBX systems.

With Teams Voice, you get an all-in-one communication hub that supports remote and hybrid working, enhances team connectivity, and streamlines customer interactions.

Why add voice to Microsoft Teams?

Imagine a world where your team can make and receive calls from anywhere, using a single platform. That’s the beauty of Microsoft Teams Phone. It integrates directly with Microsoft 365, meaning you can hop from an email to a voice call without missing a beat. Plus, it eliminates the need for outdated, on-premise PBX systems, giving your IT team one less headache.

Your three options for adding voice to Teams

When it comes to enabling voice in Microsoft Teams, you’ve got three choices - each with its own perks. Let’s break them down:

1. Microsoft Calling Plans

The simplest way to get started, Microsoft Calling Plans allow organizations to purchase PSTN connectivity directly from Microsoft. This means Microsoft becomes your carrier, handling your phone numbers, calling services, and public telephony access.

Key Features:

Fully managed by Microsoft within Teams.

Quick and straightforward setup with minimal configuration required.

Available as an add-on to Microsoft 365 licenses.

Best For:

Small to medium-sized businesses needing a simple, all-in-one calling solution.

Organizations that don’t require deep customizations or integration with existing telecom providers.

Limitations:

Limited country coverage and may not be available in all regions.

Higher calling costs compared to other options.

Less flexibility in selecting a telecom provider.

2. Direct Routing

Direct Routing allows businesses to connect Microsoft Teams to their existing telecom provider using a Session Border Controller (SBC). This gives organizations greater flexibility in managing their telephony while retaining their preferred provider.

Key Features:

Enables organizations to use their existing carrier for Teams voice calls.

Offers full customization of call flows, routing, and voice policies.

Requires an SBC to act as the interface between Teams and the PSTN.

Best For:

Businesses with existing long-term telecom contracts.

Organizations requiring advanced call control and routing options.

Companies operating in regions not supported by Microsoft Calling Plans.

Limitations:

Requires technical expertise for SBC setup and ongoing maintenance.

More complex deployment compared to Microsoft Calling Plans or Operator Connect.

3. Operator Connect

Operator Connect simplifies the process by allowing businesses to integrate Teams with certified telecom providers who handle PSTN connectivity on their behalf. This provides a middle ground between Microsoft Calling Plans and Direct Routing.

Key Features:

Direct integration with Microsoft Teams, removing the need for SBC management.

Faster deployment with minimal IT overhead.

Managed entirely by Microsoft-certified operators for reliability and security.

Best For:

Businesses that want a quick, hassle-free way to add PSTN calling to Teams.

Organizations that don’t want to manage SBCs or telephony infrastructure.

Limitations:

Limited to certified operators, reducing provider choices.

Less flexibility compared to Direct Routing in call routing and customization.

Aura’s solutions for Direct Routing and Operator Connect

Aura Direct Routing

Aura’s Direct Routing solution provides full control over your telephony while allowing integration with Microsoft Teams. With access to over 89 countries, businesses can benefit from number porting, customized routing, an intuitive admin portal, and Bring Your Own Carrier (BYOC) capabilities. This solution is ideal for enterprises with complex telephony needs, multi-national operations, or specific compliance requirements.

Aura Operator Connect

For organizations that want a seamless, fully managed Teams calling experience, Aura’s Operator Connect service delivers PSTN connectivity without the hassle of managing infrastructure. Our global partnerships ensure high-quality, secure connections, while our expert team provides support for number porting, auto-attendant configuration, and user onboarding. This is a great choice for businesses seeking a plug-and-play approach with enterprise-grade reliability. Operator Connect certified

Why Choose Aura for Microsoft Teams Voice?

Aura goes beyond just providing a service - we ensure that your Microsoft Teams Phone deployment is tailored to your business needs. With decades of experience in global telephony, we provide a fully managed solution that simplifies telephony integration and ensures seamless PSTN connectivity across 89 countries.

Our automated deployment and management processes eliminate complexity, reducing IT workload while maintaining optimal performance. With 24/7 expert support, we offer proactive monitoring and rapid troubleshooting to keep your communication systems running smoothly.

Aura’s solutions integrate effortlessly with existing telephony and contact center infrastructures, allowing businesses to modernize communication strategies without disruption. Designed for flexibility and scalability, our services grow alongside your business, ensuring a future-proof solution that adapts to your evolving needs.

Whether you're leveraging Direct Routing, Operator Connect, or a combination of both, Aura provides a secure, cost-effective, and customized Microsoft Teams Voice experience.

Avaya’s big shift: Why it’s time to upgrade your contact center

jonathan.harris@auraalliance.com (Jonathan Harris) — Mon, 17 Feb 2025 08:00:00 GMT

Avaya has recently announced an increase in the minimum seat requirement for its Experience Platform (AXP) to 200 seats. AXP is Avaya’s cloud-based contact center solution, designed to provide businesses with voice, digital, and AI-driven customer engagement tools. Businesses with fewer than 200 seats now face the conundrum of either:

Cancelling their existing service

Migrating to another solution

Increasing their seat count

This change aligns with Avaya’s strategic shift towards developing cutting-edge CX software and focusing on larger enterprise customers. While this transition supports Avaya’s long-term vision, it leaves many smaller businesses not knowing where to turn.

Avaya’s evolution: Why this change matters

Avaya is streamlining its service offerings to enhance its competitiveness and focus on scalable, enterprise-grade solutions. The decision to raise the AXP seat requirement is part of an industry-wide trend where vendors consolidate resources to optimize efficiency and innovation. As a result, businesses with fewer than 200 seats now need to explore alternative solutions that better align with their operational scale.

Luware Nimbus: The smarter, Microsoft-native contact center solution

Luware Nimbus is a cloud-native, Microsoft Teams-integrated contact center solution that seamlessly brings together voice, chat, and video into a single interface. Unlike AXP, which requires complex integrations and additional software layers, Luware Nimbus is designed to work natively within Microsoft Teams, eliminating inefficiencies and creating a more unified communication experience. This deep integration ensures that agents can manage all customer interactions without switching platforms, improving both productivity and customer satisfaction.

It also stands out due to its true omnichannel capabilities. Whether handling calls, responding to chat inquiries, or managing email interactions, all communications are centralized, providing agents with a complete customer view. The system’s ability to adapt to business needs ensures that companies can customize workflows, automate tasks, and optimize routing, making it a smarter, more efficient alternative to AXP.

Powerful features for the next generation

Luware Nimbus offers a powerful suite of features. By leveraging advanced automation, intelligent routing, and omnichannel support, it enables businesses to manage interactions efficiently and provide a seamless experience for both customers and agents.

Skills-based routing – Automatically directs inquiries to the most suitable agents.

Workflow automation & AI-driven assistance – Streamlines processes and reduces manual workloads.

Real-time monitoring, live whisper & agent state tracking – Provides supervisors with visibility and control.

Customizable dashboards & advanced analytics – Delivers actionable insights for better decision-making.

Automated reporting – Helps track performance and optimize workflows.

Callback options & outbound call campaign management – Enhances outbound engagement and proactive customer outreach.

Queue prioritization & last/preferred agent routing – Ensures a seamless and efficient customer journey.

Transcription services – Improves documentation and enhances accessibility.

With these features, Luware Nimbus leads the way in streamlining contact center operations and enhancing customer engagement.

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Rethinking your contact center approach

Avaya’s shift in focus has left many businesses needing to consider their contact center strategy. Luware Nimbus presents a modern, Microsoft-native alternative that enhances efficiency, improves customer interactions, and provides the flexibility that today’s businesses need. As companies navigate these changes, having the right support and expertise is crucial.

Aura & Luware: A partnership powering the future of contact center

Aura and Luware have joined forces to deliver seamless, future-ready contact center solutions. As a trusted Luware partner, Aura provides the expertise and hands-on support needed to help businesses navigate evolving requirements with confidence.

The recent increase in Avaya’s AXP seat requirement may feel overwhelming, but Aura can help. Whether you're adapting to these changes, transitioning to Microsoft Teams and cloud-based CX solutions, or looking to maximize your existing Avaya investment, Aura can ensure a smooth path forward.