Valued Avaya Partner,
To meet enterprise needs to innovate and orchestrate seamless customer journeys, our plans continue to progress for the evolution of Avaya Experience Platform (AXP) as our single, comprehensive enterprise CX platform. As part of this evolution, please be aware that on January 31, our CSMs are notifying our AXP Public Cloud customers and authorized resellers about corresponding changes to the AXP Public Cloud service, as follows:
Name Change:
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Previous cloud service name
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New cloud service name
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Avaya Experience Platform (AXP) Public
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Avaya Experience Platform (AXP)
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Previous AXP service bundle name
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New AXP service bundle name
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Digital Only
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Essentials Digital
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Voice Only
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Essentials Voice
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Monthly Minimum Agent Commit of 200 Agent Seats
Effective June 30, 2025, Avaya will have a 200-seat Monthly Minimum Agent Commit (Concurrent Agent or Named Agent) for AXP cloud service for any subscription term - Essentials Digital, Essentials Voice, Advanced, or any combination of these.
Customers below the 200-seat minimum must choose one of the two following options by June 30, 2025:
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Modify their subscription term to meet the 200-seat minimum.
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Terminate their subscription term without penalty by providing Avaya written notice by June 30, 2025.
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Note, Avaya will also offer additional innovative cloud and on-premises solutions for seamless customer migration, with details available soon.
No action is required if a customer already meets or exceeds the 200-seat minimum.
Avaya Voice Recording Feature Deprecation
Effective June 30, 2025, Avaya will no longer deliver or support the AXP service bundles with Avaya Voice Recording (AVR). Due to this decision, AXP Voice Only and All Media agent bundles (both Named and Concurrent) with Avaya Voice Recording will no longer be available for new and renewal purchases, including associated ACES packages, effective March 3, 2025.
Removal of X (formerly Twitter) Integration Capability from AXP Social Media Direct Channels
Effective March 1, 2025, Avaya will remove third-party messaging integration with X from the Social Media Direct Channels feature.
Avaya SIP Trunking and Avaya Communications APIs (CPaaS) Discontinuation of Service
As a reminder, on December 4, 2024, Avaya published formal written notice on the Avaya support portal to provide notification of the April 28, 2025 end of sale and discontinuation of the Avaya SIP Trunking cloud service and the Avaya Communications APIs (CPaaS) cloud service. Details about discontinuation of these cloud services may be found at the following links: SIP Trunking and Communications APIs.
We understand that these changes may impact customer operations, and we are committed to providing support and guidance during this transition. Take action to help you address any customer inquiries:
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Read the legal notice for details and required actions.
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Review the FAQs for guidance on migration paths and answering customer questions regarding these notifications.
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Check the AXP portal page and AXP Enablement page for assets and learnings to help you effectively tell the AXP evolution story.
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