Avaya replacement
Cut hardware costs and add AI in one project.
Example workflow
Audit → mirror → port → cutover → AI deflection layer → measure SLAs.
Use Case · CC Modernization
Move off legacy. Keep your SLAs.
Sonaira gives modernization teams a real path off Avaya, Genesys, and on-prem contact centers - without losing queues, history, or service levels.
Modernization · before / after
Legacy PBX
On-prem rack
Hardware IVR
No AI
→
Sonaira
Cloud-native
AI-routed IVR
Live insights
Wallboard● live
In queue
12
Avail
14/22
AHT
4:21
−62%
cost / call
3 wks
cutover
0
hardware
By the numbers
90 days
Cutover time
Avg
Up to 60%
AI deflection
Tier-1
92%
Service level
Maintained
↓ 38%
Cost reduction
Per seat
The idea
You don't have to choose between modern and stable.
Mirror, don't rip
Bring queues, skills, and routing across exactly.
Keep SLAs
Carrier-grade infra means no quality regression.
Add AI in flight
Layer AI deflection during migration, not after.
How it works
From legacy CC to modern operations.
- Step 01Audit
Map queues, skills, routing, and integrations on legacy.
- Step 02Mirror
Build Sonaira to mirror the existing structure exactly.
- Step 03Cutover
Port numbers, run parallel, then switch traffic.
- Step 04Modernize
Layer in AI agents, auto-QA, and live supervisor tools.
Migration
Modern CCaaS without the risk.
Cutover time
90 days
Avg
AI deflection
Up to 60%
Tier-1
Service level
92%
Maintained
Cost reduction
↓ 38%
Per seat
Capabilities
What modernization brings.
Queues + skills
Mirror your existing routing exactly.
AI deflection
Layer voice + chat agents on tier-1 traffic.
Supervisor tools
Live monitor, whisper, barge, coach.
Auto-QA
Score 100% of calls against your rubric.
Agent assist
Live summaries and reply suggestions.
Real-time reporting
Service levels, AHT, FCR - live.
Old vs. new
Why teams switch to Contact Center Modernization.
Legacy stack
With Sonaira
- Siloed tools wired with brittle ZapsOne platform - voice, messaging, AI, workflow
- Months of carrier and vendor procurementProvisioned in minutes on Tier-1 infrastructure
- AI bolted on after the factAI-native from the carrier layer up
- Reports lag the business by weeksReal-time analytics on every conversation
In practice
Modernization in production.
BPO upgrade
Give outsourced teams modern tooling.
Example workflow
Onboard BPO seats → auto-QA → coaching dashboards → SLA enforcement.
Multi-site consolidation
Consolidate regional CCs onto one platform.
Example workflow
Unify queues → global routing → cross-site reporting → local DIDs preserved.
"Contact Center Modernization replaced three vendors for us - and we ship customer experiences in days instead of quarters."
3.2×
Faster to deploy
Plays nice with your stack
SalesforceHubSpotZendeskIntercomSlackMicrosoft TeamsGoogle WorkspaceTwilioStripeNotionZapierMCP
Related products
Built into these Sonaira products.
FAQ
Questions, answered.
- Sonaira gives modernization teams a real path off Avaya, Genesys, and on-prem contact centers - without losing queues, history, or service levels.
Modernize your contact center - without the war room.
Mirror what works, modernize what doesn't, and layer AI on every queue. In one project.