Avaya got a wonderfull machine named Definity / Communication Manager.
All the solution around the Communication Manager were great (CMS, SM, AEP, AES, ...)
They were the crown jewels. (I loved all those machines - so many great ideas).
The internal architecture of the Commmunication Manager with god, the angels, the archangel, ... was designed in the late 80's and was able to evol to UNIX, IP, VoIP, distributed call centers spread all over the country, etc...
However all thoses solutions were competiting themselves.
None of them got the same administration interface for example.
This solution was the best for voice (VoIP included) but the industry turned to contact center (email,chat, sms, ...)
Avaya never got a clear direction to switch to Contact Center :
They purchased several company, claims this was the next ultimate solution then ... facing so many bugs, Avaya returned to the old Communication Manager...
Avaya was always 5 or 10 years late behind Genesys solutions.
I got a quick look to the cloud solution from Avaya...
I would say the same as before: 5 or 10 years late behind Genesys solutions.
lack of features (No callback - no outbound predictive calls, no Integrated Voice Bot, ...)
Avaya still has a large installed base.
So Avaya should get some revenu for the next 5 to 10 years.
After this... ???
I think it's time to get took over by a pure player cloud company that would like to purchase this installed base.
The Commmunication Manager ? why not making it Open Source ?
it would be the best 'end of life' for this product...
C M is still loved by so many, if it turns Open Source we might transfer this love to some young one that would make it evolve...
If Avaya wait for too long, the Communication Manager will turn to be in the museum... just like Digital Equipment and its VAX/VMS system...
Was the best product but the company was not well managed... The product has disappeared with its company.