Avaya has a clear message for AXP call center platform customers: buy at least 200 licenses or leave. The company is no longer interested in small shrimp.
Things are about to change for Avaya AXP, a “SaaS call center” that companies can use to communicate with their customers. Avaya is rearranging the portfolio and imposing a minimum limit of 200 licenses. The changes go into effect June 30.
Customers with fewer than 200 licenses have three options: either they must purchase additional licenses to meet the minimum, or they are kindly asked to terminate their contract. Alternatively, Avaya says it will offer “additional innovative cloud and on-premise solutions for seamless migration of customers,” without giving any additional information about it.
Furthermore, the various bundles in the AXP portfolio will be renamed and some features will be removed, including voice recording and integration with X. Avaya is not the first, nor will it be the last company to no longer want to connect with Elon Musk’s platform.
On his Broadcoms
Since late last year, Avaya has had a new CEO, Patrick Dennis. His predecessor Alan Masarek passed the torch in September after leading the company’ s relaunch after its second bankruptcy in 2023. New bosses, new laws for Avaya, because the new CEO is not holding back. Avaya cut staff, especially its European divisions were “disproportionately affected,” and the focus was placed on serving its 1,500 largest customers.
Dennis employs the “playbook” of Broadcom CEO Hock Tan, who pulled the coarse brush through the VMware portfolio to better serve the customers who bring in the most. ‘Smaller’ companies are saddled with more expensive contracts or, in the case of Avaya customers, brutally kicked off a service they are paying for. The discontentment the CEOs gladly take for granted.
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