AVAYA USERS
BY TOM HANSON, SWAMPFOX TECHNOLOGIES
ILLUSTRATION PROVIDED BY ADOBE STOCK
AVAYA AT A CROSSROADS
WILL AVAYA MODERNIZE AS ITS ENTERPRISE CUSTOMER USERS EXPECT?
Ed. Note: Avaya has long been a leading supplier of contact center solutions with a large customer base and a history going back to when it was a part of AT & T 25-plus years ago. Here are the perspectives of its users who belong to the International Avaya User Group( IAUG).
Every year, the International Avaya User Group( IAUG) offers one of the clearest windows into how enterprise customers view the Avaya ecosystem.
In 2025, this perspective was, and is, more valuable than ever. Avaya is in the midst of repositioning its business toward a more cloud-forward strategy, while simultaneously serving one of the most entrenched and loyal customer bases in enterprise technology.
The 2025 IAUG State of the Market Survey, conducted in collaboration with Swampfox Technologies, captured the
44 CONTACT CENTER PIPELINE views of 434 Avaya enterprise contact center leaders and practitioners across a wide range of industries including utilities, healthcare, financial services, education, and government.
Nearly nine in 10 respondents are current Avaya Aura Elite Contact Center customers, meaning the results strongly reflect the voice of Avaya’ s core enterprise base.
With 18 questions spanning cloud migration, AI adoption, customer experience( CX) priorities, and Avaya brand sentiment, the survey reveals both a stable foundation and growing tension.
ENTERPRISES WANT TO LEVERAGE CLOUD CAPABILITIES... WHILE PROTECTING THEIR MISSION- CRITICAL AVAYA INVESTMENTS.