- Group the decision into four areas: business risk, cost, capability, and vendor and delivery.
- Weight each area by sector and strategy rather than using a generic template.
- Score every option against your own estate data, not industry averages.
- Start with discovery, because it feeds every part of the scorecard.
Last updated: October 2026
The Four Groups at a Glance
Big platform decisions often stall because every stakeholder brings a different priority. Finance wants predictable cost, operations wants stability, security wants compliance and the business wants new capabilities. Without a shared framework, meetings go round in circles.
This guide groups the factors that matter into four clear categories, explains why each one is significant and shows how to turn them into a simple scorecard for comparing Avaya Infinity, staying on your current system and switching vendors.
The factors fall into four groups. Business risk covers continuity, support status and compliance. Cost covers licensing, maintenance, migration and staff. Capability covers AI, channels, integration and reporting. Vendor and delivery covers vendor health, support quality and the migration method. Each group answers a different stakeholder's question.
Group 1: Business Risk
This group asks what could go wrong and how badly. Its significance is simple: if a contact center cannot answer calls, nothing else matters.
- Criticality of the lines you run, from routine service to emergency or clinical calls.
- Support status of your exact Avaya release and when it changes.
- Tolerance for downtime and the cutover method each option uses.
- Compliance needs such as HIPAA, FERPA, FedRAMP or data sovereignty.
Group 2: Cost
This group asks what each path costs over time. Its significance is that the cheapest option this year is rarely the cheapest over five.
- Licensing or subscription fees.
- Maintenance, hardware and hosting.
- One-time migration or professional services.
- Internal staff and training.
- Cost of running two systems during any transition.
Group 3: Capability
This group asks what each option lets you do next. Its significance is that the platform you choose sets the limits on customer experience for years.
- Conversational AI and self-service.
- Digital channels and orchestration across them.
- Integration with CRM, EHR, workforce management and data platforms.
- Reporting and analytics.
Group 4: Vendor and Delivery
This group asks who you are relying on and how the move will be done. Its significance is that a strong platform with a weak delivery plan still fails.
- Vendor financial stability and roadmap direction. Avaya, for example, has been through two Chapter 11 restructurings, in 2017 and 2023.
- Quality and availability of support in your region.
- Partner ecosystem.
- Migration method, pricing model and named references.
Turning the Factors into a Scorecard
| Group | Example weight for a hospital | Example weight for a university | Example weight for a government agency |
|---|---|---|---|
| Business risk | 40 | 25 | 40 |
| Cost | 20 | 35 | 20 |
| Capability | 20 | 25 | 15 |
| Vendor and delivery | 20 | 15 | 25 |
Score each option from one to five on every factor, multiply by the group weight and add the results. The weights above are only examples. Agree yours with stakeholders before any vendor presents, so the scorecard shapes the conversation rather than the other way round.
From the field From our delivery work: teams that bring a full inventory of their IVR estate into the scorecard make faster, calmer decisions. On one Africa Telecom program delivered with Agnoshin Technologies, a scope planned as eight months of manual work finished in 42 days because that inventory existed from day one.
Where Discovery Fits
Discovery feeds every group. It shows how much logic you would carry, how many integrations need work and how complex cutover will be. Aumne ACT produces a complete flow, DID and integration inventory in 48 hours without changing anything in production.
Fill your scorecard with real data.
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Conclusion
A clear framework turns a tense debate into a structured decision. Group the factors, agree weights early, score against your own data and let the result guide the choice between Infinity, staying put and switching vendors.
About the authors
Written by the Aumne AI migration team, who move Avaya, Cisco, Genesys and Nuance estates to Genesys Cloud CX, Amazon Connect and Google Dialogflow CX.
Disclosure: Aumne AI provides a migration platform. Statements about other vendors come from the public sources listed below.
Sources
- 1. Aumne AI, Avaya End of Life 2026, https://aumne.ai/blog/avaya-end-of-life-migration-guide
- 2. Aumne AI, Avaya Migration Options and Costs, https://aumne.ai/blog/avaya-migration-options-cost-comparison
- 3. Contact Center Pipeline, Avaya at a Crossroads, https://www.contactcenterpipeline.com/Article/avaya-at-a-crossroads