Avaya’s new 200-seat policy: a shift away from small and medium-sized call centers

A significant change in market position for Avaya

Traditionally, Avaya’s cloud-based contact center solution supported call centers for businesses of all sizes, ranging from SME’s to global enterprises. However, this new policy is a significant transition in that it points towards favoring only large-scale businesses with at least 200 agents.

Focusing solely on organizations with 200 agents or more, Avaya is losing out on a huge segment of the market. Smaller and medium call centers previously depending on their services are now looking for different solutions that are leaner and more aligned with their needs.

Challenges faced by small and medium-sized contact centers

Agility and seamless operations are of great importance to businesses relying on call centers for sales and customer service. The new approach adopted by Avaya no longer services organizations with fewer than 200 agents, which account for 70% of the market according to CX Today. As such, organizations are facing increased costs, operational uncertainty, and difficulties in quickly finding another provider of their services.

Rather than creating leaner solutions for smaller businesses, Avaya seems to be shifting its focus entirely towards large organizations — a pivotal move that is disrupting the industry and may prove difficult or impossible to reverse once implemented. Not only this, but Avaya is planning to remove certain functions like AVR (Avaya Voice Recordings) from their platform.  With these changes on the horizon, small and medium-sized businesses are already on the lookout for new solutions that address their unique call center needs and resources.

An expensive disturbance for business operations

Without the proper features and preparation, transitioning to a new contact center provider may present a significant hurdle for small businesses. In fact, switching from Avaya to most other service providers can be an expensive and time-consuming process. Many businesses that built their infrastructure around Avaya’s platform now face costly migrations, new software training, and potential downtime due to the incompatibility of various systems. In addition, the economic impacts of disruptions to suppliers compound their problems.

Fortunately, leading call center solutions like Diabolocom are going the extra mile to ensure a fast, seamless, and efficient transition by offering:

• Seamless CRM integration
• Cross-system compatibility
• Automatic data migration
• Cloud-based deployment
• Intuitive interface
• API & Webhook connectivity
• Omnichannel support
• Rapid phone-number porting
• Personalized migration support

With all of these features and more, Diabolocom has positioned itself not only as an innovation leader, but as a true digital transformation catalyst, facilitating interoperability and effortless migration across platforms. This approach goes hand-in-hand with the notion that technology should “set companies free” by removing barriers, not the other way around.

The impact of Avaya’s shift: a new era in call center innovation

Avays’s withdrawal from servicing call centers with less than 200 agents has caused significant disruption within the industry, forcing many organizations to scramble to find alternatives that offer real flexibility, scalability, and potential for innovation. As a result, it has exposed the potential downsides of outdated and restrictive service models that are not supportive of migrations and cross-system interoperability.

The growing gap between traditional providers who often lock customers into rigid frameworks, and innovation leaders who offer ease of integration, is becoming more apparent than ever. Increasingly, organizations are looking more and more for solutions tailored to meet their specific needs and resources, moving away from rigid systems that impose limitations.

Within the context of these developments, Diabolocom is becoming a leading example of a company offering modern technology and innovation without the conventional constraints, positioning itself to guide call center technology into a new era of boundless possibilities for organizations of all sizes.

As the market opens up, competitors are making advancements

With Avaya changing course, competitors are eager to fill the market gap—but most are still lagging behind when it comes to offering a comprehensive set of call center solutions that cover all customer needs. With Avaya’s transition expected to take place in mid-2025, competitors are adjusting their offerings to lure more customers in as the deadline approaches.  

While there are several companies vying for market leadership, the fact remains that most solutions do not offer the degree of flexibility and AI capabilities required for today’s competitive marketplace. The trick is to find a vendor that not only attempts to replace Avaya, but is a true innovation leader that offers a more advanced and forward-compatible solution.

Competitors are playing catch-up: Diabolocom is already there

Diabolocom leads the way with its unique integrated solution that suits organizations of any size. Diabolocom has no minimum seat requirement unlike Avaya, thus making it easy for businesses to grow according to their unique growth strategies without being subjected to arbitrary limitations.

Its flexible approach ensures businesses can scale their operations as needed, without being forced into costly and unnecessary upgrades. This makes it an ideal solution for companies that prioritize long-term growth and efficiency.

AI-powered efficiency and intelligent automation

Diabolocom’s artificial intelligence-powered platform maximizes operational effectiveness through the automation of processes, call routing optimization, and delivering real-time analysis. These features enhance not only the performance of agents but also decrease response time and boost customer satisfaction.

Seamless integrations with Customer Relationship Management (CRM) systems, including Hubspot, Salesforce, and other applications, allow for an effortless user experience. This ensures organizations maintain productivity without experiencing disruptive changes during their transition.

Reliability, effectiveness, and global presence

The advanced call center solutions offered by Diabolocom guarantees better call quality and reliability—two core elements essential for maximizing the operational efficiency of any call center. Intelligent cloud-based solutions enabling fast and personalized outreach are crucial for businesses looking to maintain professional and effective communication with their customers.

Compared to Avaya’s one-size-fits-all strategy, Diabolocom assures that businesses are equipped with proper assistance that meets their budget, needs, and aligns perfectly with the different stages of their growth.

The need for stakeholders to act now

The change of policy by Avaya,  to be implemented by July 30th, 2025, leaves the affected businesses with a tight timeline for making the shift. Changing to another platform requires thorough planning, training, and implementation, all of which require sufficient time to be done right. Delays in the transition can lead to operational disruptions, higher costs, and reduced efficiency. It is paramount for organizations to act quickly to ensure an efficient transition towards a more reliable and scalable contact center solution. 

Diabolocom: a solution for businesses of all sizes

Organisations looking for something different from Avaya need a provider offering full-scale innovation. Diabolocom meets this need with AI-based technology, effortless CRM integration, and full-scale global support free of unwarranted limitations. Choosing Diabolocom allows contact centers to future-proof their business, increase operational effectiveness, and maintain customer satisfaction. The time is right to make this shift.