Last updated: October 2026
Avaya Experience Platform customers face a slightly different version of the Avaya decision. You have already moved to Avaya's cloud contact center, so the usual on-premises arguments do not apply. Yet Avaya now talks about Infinity as its path forward, and many teams are unsure how the two products relate, what moving between them involves and whether it is the right time to look elsewhere.
This guide clears up the naming, sets out your three options with pros and cons, and covers the limits worth knowing before any move between AXP and Infinity.
- AXP is Avaya's cloud contact center service. Infinity is Avaya's newer platform that also supports hybrid and on-premises deployment.
- Avaya introduced a 200-seat minimum for new AXP contact center licences in 2025, a rule it said would not apply to Infinity.
- Moving between AXP and Infinity is a platform change, not a simple upgrade.
- AXP customers can also move to Genesys Cloud CX, Amazon Connect or Google CCAI.
AXP and Avaya Infinity in plain terms
Avaya Experience Platform, usually shortened to AXP, is Avaya's cloud contact center offer for enterprises. Avaya Infinity, announced in April 2025 and built on the Edify platform Avaya acquired in 2024, is a newer platform designed to combine cloud and on-premises workflows. Infinity targets customers who want to modernize without a full rip and replace. Note that AXP is different from Avaya Experience Portal, the older on-premises IVR product often shortened to AEP.
Why AXP customers are reviewing their options
Two things are driving the question. First, product direction. When a vendor launches a new flagship platform, existing customers of the older one naturally ask where investment will go. Second, licensing. TechTarget reported that Avaya would move to a 200-seat minimum for new AXP contact center licences, while saying the minimum would not apply to Infinity. For smaller AXP deployments, that raises questions about future renewals and expansion.
Option 1: Move from AXP to Avaya Infinity
Pros
- Stays within the Avaya relationship and support model.
- Access to Infinity's orchestration layer and hybrid deployment choices.
- No 200-seat minimum according to Avaya's statement at launch.
Cons
- It is a move between two platforms, so flows, routing and integrations must be rebuilt or carried across.
- Feature parity between the two should be confirmed in writing, especially for digital channels and reporting.
- You remain dependent on a single vendor roadmap.
Option 2: Stay on AXP
Pros
- No migration effort, retraining or integration work.
- A cloud service you already know, with existing contracts in place.
Cons
- Seat minimums and future pricing may affect smaller or shrinking deployments.
- Uncertainty about long-term feature investment compared with Infinity.
Option 3: Switch to another cloud contact center
Pros
- Genesys Cloud CX, Amazon Connect and Google CCAI offer large AI and partner ecosystems.
- Pricing models range from per seat to pure usage, which helps match cost to volume.
- Because AXP is already cloud-based, many teams are used to cloud operations.
Cons
- A full platform migration with integration rebuilds.
- Agents and supervisors need training on a new desktop.
Limitations and challenges when moving between Infinity and AXP
Some buyers ask about migrating from Infinity to AXP, others the other way round. Either direction carries the same practical challenges. Flows and routing logic do not transfer automatically between different platforms. Integrations built for one may need rework for the other. Reporting definitions can differ, which matters if you compare performance before and after. Seat minimums, contract terms and data residency options may not match. Before planning any move between the two, ask Avaya for a written comparison covering features, licensing, deployment options and the tools available to carry configuration across.
Migration flexibility and TCO for AXP customers
| Question | Move to Infinity | Stay on AXP | Switch vendors |
|---|---|---|---|
| Effort in year one | Medium | None | Medium to high |
| Licensing flexibility for small teams | Good per Avaya | Affected by seat minimum | Varies, usage-based options exist |
| Freedom to change later | Limited | Limited | Strong |
| Long-term AI choice | Avaya ecosystem | Avaya ecosystem | Broad |
For total cost of ownership, compare three numbers over five years: platform licensing, one-time migration cost and the internal staff time each path needs. Platform licensing on alternatives ranges from usage-based billing on Amazon Connect to roughly 75 to 159 US dollars per agent per month on Genesys Cloud CX, NICE CXone and Five9. Aumne ACT migrations start at a fixed fee of 25,000 US dollars.
Not sure how much logic sits in your AXP setup?
Book a free Aumne assessment and get a complete inventory of flows and integrations to compare all three options fairly.
Frequently asked questions
No. AXP is Avaya's cloud contact center service, while Infinity is a newer platform that supports cloud, hybrid and on-premises deployment.
Yes. It is a platform change, so flows, integrations and reports need to be carried across or rebuilt, and licensing terms differ. Ask Avaya to confirm feature parity first.
It was reported as applying to new contact center licences. Check with Avaya how it affects your renewals and expansions.
Yes. Both are common destinations, and automated discovery can carry existing logic across in about 45 days.
Conclusion
AXP customers are not in a crisis, but they are at a fork. If you value continuity with Avaya and want Infinity's hybrid options, moving within Avaya makes sense once feature parity is confirmed. If seat minimums or roadmap questions worry you, a switch to another cloud platform may be simpler than it looks. Either way, base the decision on a full picture of your current setup rather than product names.
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. TechTarget, Avaya's Infinity rollout bolsters cloud, on-prem options, https://www.techtarget.com/searchCustomerExperience/news/366622984/Avayas-Infinity-rollout-bolsters-cloud-on-prem-options
- 2. Avaya newsroom, April 2025, https://www.avaya.com/en/newsroom/2025/news-250423/
- 3. Aumne AI, Avaya Migration Options and Costs, https://aumne.ai/blog/avaya-migration-options-cost-comparison