Avaya

What Avaya does

Avaya is a global provider of enterprise communications and customer experience (CX) solutions, organized today around four product pillars: the Avaya Infinity CX orchestration platform (AI-agnostic, MCP-native, launched April 2025); the Avaya Nexus mission-critical voice platform for regulated industries (launched March 2026, general availability targeted Q4 2026); the legacy Avaya Aura on-premises unified communications platform and its Avaya Aura Private Cloud variant hosted on Microsoft Azure; and the Avaya Cloud Office UCaaS offering delivered as an OEM/white-label of RingCentral for SMB and mid-market customers. The portfolio is augmented by Avaya IP Office for on-premises SMB deployments, Avaya Government Cloud (FedRAMP-authorized, with DISA Impact Level 4 High certification as of June 2026), Avaya Breeze (workflow platform), Avaya Oceana (omnichannel engagement), Avaya WebRTC Connect, the Avaya Session Border Controller, and a broad public API/SDK portfolio validated by TekVizion.

Underlying technology spans Kubernetes-based containerized microservices, Kamailio high-performance SIP routing, MariaDB data tier, Keycloak-based IAM with SSO/MFA/RBAC, and TLS/SRTP encryption; AI capabilities are layered on through MCP server/client support, the Databricks Data Intelligence Platform with Delta Sharing for real-time enterprise data activation, an AI Performance Index (APIx) for outcome measurement, and the Tandem Care model for AI-human agent collaboration. The company monetizes through a mix of per-seat subscriptions (Aura Private Cloud, Cloud Office, Infinity), annual subscriptions (Infinity AXP Public with a 200-seat minimum effective June 30, 2025), one-time/perpetual licensing (IP Office), hardware sales (J100 IP Phones, B199 conference phone), and a services stack spanning Professional Services, Managed Services (ITIL/ISO-aligned), and Support Services. Distribution combines direct enterprise field sales, an authorized global channel partner program, master agents/subagents, a RingCentral OEM arrangement, strategic technology partners (Alvaria, Databricks, Microsoft, Google, avatarin, TekVizion), and a developer ecosystem.

The company operates as Avaya LLC post-emergence from Chapter 11 bankruptcy in May 2023 with over 75% debt reduction and $650 million in liquidity, is headquartered in the United States, employs 5,001–10,000 people, and serves marquee customers including 10 of the top 10 global banks, 10 of the top 10 global airlines, 10 of the top 10 global pharmaceutical companies, and federal agencies such as the U.S. Navy and ICE. Patrick Dennis has served as CEO since July 2024; recent strategic actions include the May 2024 acquisition of Edify for cloud and AI capability, the April 2026 divestiture of the 500+ patent networking portfolio to PowerBridge Networks, the May 2026 partnerships with avatarin and Databricks, and the DISA IL4 H certification of Avaya Government Cloud in June 2026.

Name

Avaya

Legal name

Avaya LLC

Website

http://www.avaya.com

Company type

Private

Founded year

2000

Operating status

Operating

Headcount range

5,001–10,000 employees

Short description

Avaya is a global enterprise communications and CX software provider serving regulated, mission-critical voice and contact-center workloads across banking, healthcare, government, and BPO, with the Avaya Infinity AI-orchestration platform and Avaya Nexus mission-critical voice platform as its 2025–2026 growth bets.

Ownership category

akta.pro rank

Product category

Enterprise Communications (Unified Communications and Contact Center)

NAICS

Software Publishers (513210), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (5182)

SIC

Services-Computer Programming, Data Processing, Etc. (7370), Services-Prepackaged Software (7372)

akta.pro primary industry

AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI)

akta.pro secondary industries

iBPMS (Intelligent BPM Suites) & Process Automation Suites (HDAEAHAG), API Management Platforms (API Gateways, Developer Portals) (HDAEAIAA)

Keywords

• Unified communications
• Contact center solutions
• Cloud communications
• Enterprise telephony
• Customer experience platform

Headquarters

HQ city

Morristown

HQ country

United States

HQ region

North America

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Operations, Marketing or Sales, Infrastructure, Supply Chain

Revenue model

1. Avaya Aura Private Cloud Subscription: Pay-per-user pricing model for unified communications delivered via dedicated Microsoft Azure instance, with investment protection options.
2. Avaya Cloud Office (UCaaS) Subscription: Cloud-based communications subscription with multi-tier pricing (see Pricing page), available in 15 billing countries with extension to over 40 countries via Global Office feature.
3. Avaya Infinity CCaaS Subscription: Minimum subscription requirement of 200 seats for CX Experience Platform (AXP) Public customers effective June 30, 2025, with various bundled service offerings.
4. Avaya IP Office On-Premises Licensing: On-premises unified communications platform for small and mid-sized businesses with per-seat licensing and Avaya Call Reporting add-ons.
5. Avaya Professional Services: 300+ packaged services and 100% customizable engagements to design, plan, and manage communications infrastructure rollouts.
6. Avaya Managed Services: Full stack of ITIL/ISO-aligned standard or custom services for entire communications infrastructure, balance between Avaya-managed and self-managed environments, all backed by SLAs.
7. Avaya Support Services: Comprehensive, cost-effective support to maximize performance, reliability, and availability; resolves issues proactively; rapid resolution for outages.
8. Avaya Devices and Hardware: Avaya J100 Series IP Phones (J139, J159, J179, J189, J100 Expansion Module), Avaya Conference Phone B199, and other certified devices sold alongside software subscriptions.
9. Implementation and Custom Integration Services: End-to-end services to design, implement, and manage communications infrastructure driving real business growth across cloud, on-prem, and hybrid environments.

Pricing tiers

Go-to-market motion5 records

Distribution channels7 records

Core offering

Avaya provides enterprise communications solutions spanning unified communications (UCaaS), contact center (CCaaS), and customer experience orchestration across cloud, hybrid, and on-premises deployments. Core offerings include the Avaya Infinity Platform for AI-powered CX orchestration, Avaya Nexus for mission-critical voice in regulated industries, Avaya Aura for on-premises UC, and Avaya Cloud Office for cloud communications powered by RingCentral. Services include professional services, managed services, and support services for designing, implementing, and managing enterprise communications infrastructure.

Differentiator

Problem solved

Functional benefit

Brands

• Avaya Infinity: AI-powered customer experience orchestration platform connecting systems, data, AI, and workflows for enterprise CX.
• Avaya Nexus
• Avaya Aura
• Avaya Aura Private Cloud
• Avaya Cloud Office
• Avaya IP Office
• Avaya Government Cloud

Products and services

• Avaya Infinity Platform AI-powered customer experience orchestration platform that connects systems, data, AI, and workflows in real time across cloud, hybrid, and on-premises deployments. Supports Model Context Protocol (MCP), Tandem Care coordination of AI and human agents, and an open, model-agnostic AI orchestration layer for both inbound and outbound engagement. Designed for large enterprises and regulated industries.
• Avaya Nexus Mission-critical voice platform for regulated industries (healthcare, public safety, utilities, finance, government, defense) with zero-downtime architecture, dual-availability zone deployment, TLS/SRTP encryption, Keycloak-based IAM, SSO/MFA, Kubernetes container orchestration, and Kamailio SIP routing. Designed as a cloud-native evolution of Avaya Aura. Initial customers include U.S. Navy and ICE.
• Avaya Aura Platform Flagship on-premises unified communications and customer service platform delivering dependable, secure, and scalable voice, video, and messaging with REST APIs, Avaya API exchange for third-party integrations, and Avaya Calling integration with Microsoft Teams.
• Avaya Aura Private Cloud Dedicated Microsoft Azure-hosted UC environment for large enterprises and government entities, providing cloud-based telephony, voicemail, instant messaging, team engagement, conferencing, mobility, and emergency calling on a per-user pricing model with pay-per-user licensing.
• Avaya Cloud Office All-in-one cloud communications platform delivered by RingCentral that unifies calling, messaging, and meetings with AI Assistant for call transcription, message polishing, and meeting summaries. Available in 15 billing countries and 40+ global reach countries with HITRUST, SOC2, and SOC3 certifications and 99.999% platform availability. Tiered pricing with Standard, Premium, and Ultra tiers.
• Avaya IP Office Award-winning on-premises unified communications platform for small and mid-sized businesses providing voice, video, messaging, call recording, real-time call center agent seats and dashboards, and work-from-anywhere capabilities with TAPI/DevLink3/SSL VPN/WebRTC SDKs available. Licensed on a per-seat basis.
• Avaya Government Cloud FedRAMP-authorized secure cloud communication solution for U.S. government agencies integrating advanced contact center and unified communications within dedicated U.S.-based geo-redundant data centers managed by U.S. citizens. Achieved DISA Impact Level 4 High (IL4 H) certification in June 2026.
• Avaya Professional Services 300+ packaged services and 100% customizable engagements to design, plan, and manage communications infrastructure rollouts across cloud, on-premises, and hybrid environments.
• Avaya Managed Services Full stack of ITIL/ISO-aligned standard or custom managed services for entire communications infrastructure with a balance between Avaya-managed and self-managed environments, all backed by SLAs.
• Avaya Support Services Comprehensive, cost-effective support to maximize performance, reliability, and availability; resolves issues proactively with rapid resolution for outages.
• Avaya Devices Avaya J100 Series IP Phones (J139, J159, J179, J189, J100 Expansion Module) and Avaya Conference Phone B199 sold alongside software subscriptions.

Named customers36 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

Yes

API docs

API detail

Core technology

AI maturity

App detail

Integration13 records

AI capability15 records

Feature10 records

Partnerships

Ten partnerships are on record, tiered flagship, core and minor.

• avatarin Inc.flagshipStrategic or Co-development Partner · 26 May 2026Avaya and avatarin Inc. announced an expanded collaboration to integrate AI agents, robotics, and human expert support across digital and physical customer touchpoints beyond traditional contact centers into retail stores and airports. The partnership builds on existing work connecting Avaya Infinity with avatarin's One Intelligence platform to enable seamless handoffs between AI-guided discovery and human expert resolution. Companies plan to develop joint market opportunities focused on Japan and global markets. avatarin is a Tokyo-based startup spun off from ANA Holdings.
• DatabrickscoreTechnology or Integration · 13 May 2026Avaya announced a partnership with Databricks, which provides governance, security, and compliance as the control layer for AI interactions. Avaya Infinity uses the Databricks Data Intelligence Platform and unified Lakehouse with Delta Sharing to create a scalable, secure, AI-ready data foundation enabling zero-copy data sharing and AI Judges for full visibility into human and AI agent performance.
• PowerBridge NetworksminorOEM/ Whitelabel/ Licensing Partner · 10 April 2026PowerBridge Networks formally launched as a new intellectual property firm following its acquisition of Avaya's networking patent portfolio — more than 500 patents and applications spanning approximately 390 patent families with global coverage. The transaction aligns with Avaya's ongoing shift toward cloud-based offerings as it divests non-core assets, while providing PowerBridge with foundational enterprise and cloud infrastructure technologies for its licensing platform.
• AlvariacoreTechnology or Integration · 3 April 2026Alvaria announced an expansion of its partnership with Avaya to include Alvaria CX for enterprise-scale omnichannel outbound engagement. The expansion is a strategic move to enhance omnichannel capabilities for large-scale client engagement.
• Google (Gemini Enterprise and Google Workspace)coreTechnology or Integration · 30 December 2025Avaya adopted Gemini Enterprise and Google Workspace to enhance AI-driven collaboration and workplace productivity. This shift aims to simplify its technology stack, improve organizational agility, and accelerate innovation.
• RingCentralflagshipOEM/ Whitelabel/ Licensing PartnerAvaya Cloud Office is powered by RingCentral under an OEM/white-label arrangement, providing all-in-one cloud communications (calling, messaging, video meetings, AI Assistant) for SMBs and enterprises. Available in 15 billing countries with Global Office extension to 40+ countries.
• Microsoft (Microsoft Teams, Azure)flagshipTechnology or IntegrationAvaya integrates with Microsoft Teams via Avaya Calling (available in the Microsoft Teams store) for click-to-dial and direct routing. Avaya Aura Private Cloud runs on dedicated Microsoft Azure instances. Avaya Aura API exchange connects with Microsoft Teams, Salesforce, and Service Now. Avaya Cloud Office also offers Microsoft Teams calling integration.
• SalesforcecoreTechnology or IntegrationAvaya Cloud Office supports 300+ integrations including Salesforce, Office 365, G Suite, and others. Avaya Aura API exchange also connects third-party cloud services including Salesforce.
• TekVizioncoreImplementation/ SI/ Consulting PartnerTekVizion is an industry leader in interoperability testing services with over 20 years of experience. Avaya has partnered with TekVizion to validate a broad range of third-party contact center and UC applications and devices with Avaya solutions — from core computer telephony integrations to complex AI-enabled contact center solutions.
• Give Kids The World Village (GKWV)minorImplementation/ SI/ Consulting PartnerGive Kids The World Village, a nonprofit resort in Florida, partnered with Avaya (led by CIO Ian Cole) on technology upgrades including Avaya solutions to improve guest experiences with planned features like multilingual bots and emergency systems.

Scale indicators11 records

Recent moves11 records

Expansion highlights7 records

Direct peers

• Genesys: Genesys is a direct CCaaS competitor offering the Genesys Cloud CX platform for enterprise omnichannel customer experience, AI orchestration, and workforce engagement, serving similarly regulated, large-enterprise customers as Avaya Infinity.
• NICE (NICE CXone): NICE CXone is a leading enterprise CCaaS platform with deep AI, analytics and compliance capabilities, directly competing with Avaya Infinity and Avaya Oceana for large enterprise and regulated-industry CX deployments.
• Five9: Five9 is a cloud-native CCaaS provider offering AI-powered inbound/outbound contact center solutions, directly competing with Avaya Infinity for enterprise and mid-market customer experience workloads.
• RingCentral: RingCentral is both Avaya's OEM partner for Avaya Cloud Office and a direct UCaaS/CCaaS competitor, offering RingCentral MVP, RingCX and AI-powered contact center solutions to the same SMB and enterprise segments.
• 8x8: 8x8 is a cloud UCaaS and CCaaS provider offering integrated voice, video, chat and AI-enabled contact center, directly competing with Avaya Cloud Office and Avaya Infinity in enterprise and SMB markets.
• Mitel: Mitel is a longstanding direct competitor in on-premises and hybrid unified communications (MiVoice Business, MiCloud), targeting similar enterprise and mid-market customers as Avaya Aura and Avaya IP Office.

Broad incumbents

• Cisco (Webex Contact Center / Webex Calling): Cisco is a broad incumbent in enterprise communications and collaboration via Webex Contact Center, Webex Calling and UCM cloud, directly overlapping with Avaya's UC and CC portfolios for global enterprise and government buyers.
• Microsoft (Microsoft Teams / Dynamics 365 Contact Center): Microsoft Teams Phone and Dynamics 365 Contact Center compete broadly with Avaya's UC and CC portfolios; Avaya responds by integrating Avaya Calling into the Microsoft Teams store and running Avaya Aura Private Cloud on Azure, making Microsoft both a competitor and a key infrastructure partner.

Emerging players

• Zoom (Zoom Contact Center / Zoom Phone): Zoom has expanded from meetings into Zoom Phone and Zoom Contact Center, increasingly competing with Avaya Cloud Office and Avaya Infinity for cloud-first enterprises integrating with Microsoft Teams and other collaboration stacks.
• Talkdesk: Talkdesk is a cloud-native CCaaS challenger with strong AI and vertical-specific offerings, increasingly competing with Avaya Infinity in mid-market and enterprise customer experience deployments.

Market position

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• Xx.com/Avaya
• YouTubeyoutube.com/avaya
• LinkedInlinkedin.com/company/avaya
• Facebookfacebook.com/avaya

Compliance11 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles15 records

Funding overview

Funding rounds4 records

Investors2 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A21 records

Investments3 records

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Avaya