Small Call Centers: Are You at Risk?
A call center is a centralized hub where businesses handle inbound and outbound customer communications. These centers rely on specialized technology to manage phone calls, customer inquiries, support tickets, and sales processes efficiently. Call center functionality typically includes features such as automatic call distribution (ACD), interactive voice response (IVR), call recording, analytics, and seamless integrations with customer relationship management (CRM) systems.
If your business operates a call center—whether for customer support, sales, or internal communications—you likely depend on a platform that ensures reliability, compliance, and scalability. If you currently use Avaya for these operations, recent changes to their Avaya Experience Platform (AXP) could significantly impact your business.
Avaya has announced a 200-agent minimum requirement, the discontinuation of its voice recording feature, and the end of its SIP Trunking and CPaaS services. These shifts mean that small to mid-sized businesses and organizations relying on Avaya’s technology must either adapt to these new terms or seek an alternative provider.
At Vistanet, we understand the complexities of running a call center and the importance of uninterrupted service. If you rely on Avaya call center and are unsure how these changes will affect your business, this article will help you determine whether it’s time to explore a more flexible, cost-effective solution. Vistanet offers a seamless transition with scalable options, reliable voice services, and dedicated support to keep your business running smoothly.
Changes for Avaya Call Center Customers
1. A 200-Agent Minimum Requirement
Starting June 30, 2025, Avaya will require all AXP Public Cloud customers to maintain a minimum of 200 agents. Businesses with fewer than 200 agents must either scale up or terminate their subscription. For small to mid-sized businesses, this requirement can be impractical and financially burdensome.
2. Avaya Voice Recording Deprecation
Voice recording is a critical tool for compliance, training, and quality assurance. Avaya will no longer support or offer its voice recording feature as of June 30, 2025, leaving businesses searching for a replacement.
3. Discontinuation of SIP Trunking and CPaaS Services
Avaya is ending its SIP Trunking and CPaaS (Communications APIs) services in April 2025, meaning businesses that depend on these technologies will need to migrate to a new provider or risk service interruptions.
4. Uncertainty Around Future Avaya Offerings
While Avaya has hinted at new cloud and on-premises solutions, the lack of details leaves businesses unsure of what’s next. If your organization prefers a stable, predictable solution with transparent pricing and support, now is the time to explore alternatives.
Vistanet's Consistent Solution for Call Centers
1. Flexible Plans for Businesses of All Sizes
Unlike Avaya, Vistanet does not impose a minimum agent requirement. Whether you need a solution for a small team or an enterprise-level call center, we provide scalable options tailored to your business size and needs.
2. Comprehensive Voice Recording Options
We offer built-in and third-party integrated voice recording solutions to help businesses maintain compliance, improve training, and ensure top-tier customer service. Our solutions are fully supported, with no risk of deprecation.
3. Reliable SIP Trunking and API Solutions
For businesses needing dependable voice services, Vistanet provides robust SIP Trunking with crystal-clear call quality and cost-effective pricing. Additionally, our API solutions allow for seamless integration with your existing business tools.
4. Seamless Migration & Dedicated Support
Switching providers can seem overwhelming, but Vistanet makes the transition easy. Our team provides hands-on support, ensuring your migration from Avaya is smooth and stress-free. We offer personalized onboarding, training, and ongoing customer support to help you maximize your new system’s potential.
Vistanet is Here for Your Call Center
Avaya’s recent changes may leave your business facing uncertainty, but Vistanet offers a stable, flexible, and customer-focused alternative. We provide scalable plans, full voice recording capabilities, reliable SIP Trunking, and dedicated migration support to ensure your call center operations continue without disruption.
If you’re an Avaya call center customer looking for a better solution, contact Vistanet today for a free consultation or demo. Our team is ready to help you transition seamlessly and take your business communications to the next level.
Call us today to see how we can help you!
Vistanet is a family-owned and operated independent end-to-end business phone provider with headquarters in Asheville, NC. Founded in 2011, Vistanet is a local, 8(a) Woman-Owned, HUB Certified, Full Service, Telecommunications provider serving businesses from 1 employee to companies with multiple locations and lines. Visit us at 240 Erwin Hills Road, Suite B, Asheville, NC 28806. Hours: By appointment. Email info@vistanet.co or call 828-645-8777.
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