In another round of employee cuts, Avaya has reportedly laid off more than 30 percent of its staff at its Global Capability Center (GCC) in India.
The move, first reported by The Economic Times last week, is the latest of several that Avaya has made to downsize its global workforce.
These started in November 2024, shortly after the appointment of Patrick Dennis as CEO, who formerly led Aspect Software (now Alvaria).
Since then, the cuts have stretched globally, with Europe and the Middle East hit particularly hard, and have not let up.
Indeed, a source even told CX Today that Avaya had offered all voluntary staff exit packages in August, a widely discussed move on public forums.
These moves are likely an attempt to drive profitability as the company fights to keep its on-premise enterprise base from switching to cloud rivals like AWS, Genesys, and NiCE.
In time, that will prove an almighty challenge, and The Economic Times has also suggested that Avaya has significantly scaled down work previously outsourced to third-party providers of support services, noting Wipro as a key example.
While closure of the India GCC does not appear to be on the horizon, Tim Banting, Head of Research & Business Intelligence at Techtelligence, warned:
From an enterprise buyer perspective, I would want to know what parts of my deployment depend on India GCC.
“This mirrors a broader trend in UC firms retrenching in response to financial pressure, shifting priorities, overhang from pandemic-era hiring, and competitive pressure.”
Steve Morris, CEO and Founder of NEWMEDIA, also spoke with CX Today about the possible effects of the layoffs. “With the loss of key Avaya personnel involved in supporting and product ops, continuity of response and support quality will be at risk,” he said.
It generates internal anxiety that usually pushes customers to accelerate exit strategies even when this overlaps costs or results in interim duplicitous vendor ties.
As mooted, Avaya has endured a groundswell of cloud-based competitors hoping to poach from its install base in recent years. With frequent restructuring, customers may indeed be inclined to look elsewhere for their customer engagement and communication needs.
Those outside of its top 1,500 enterprise clients are likely top of the list, with Avaya reportedly prioritizing its largest global customers, as reported after the company stopped support for its public CCaaS customers with fewer than 200 seats in June 2025.
What Could Employee Cuts Mean for Avaya Customers?
With fewer employees, Avaya risks putting more weight on the shoulders of remote teams to cover support requests.
In time, that could negatively impact response times, especially for those outside its top 1,500 global client list.
As for Avaya itself, a sustained focus on cost- and job-cutting could fuel more negative headlines, which seem to have encouraged many businesses to switch providers since the company exited its second bankruptcy in seven years in 2023.
Additionally, it may cause Avaya to lean further on partners to drive forward its innovation story.
Yet, despite these uncertainties, Avaya continues to support its global customer base and bang the drum for its new Infinity platform.
