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I am new to the phone system world. The phone systems at work have been added to my plate of thing to do. I have been asked to look at replace our current system. Let me give you guys dome info.

We have 2 locations one in Georgia (about 80 phones) and one in Kentucky (about 35 phones). We are connected via two point to point T1 lines. We want the offices to appear as one office to the customers that call. One seamless phone systems what we want to accomplish.

We are a small company but we need a comprehensive contact center solution (web chat, email management, ACD, Faxing, call back, etc...) Price is important but not the driving factor. Quality, reliability, functionality, and ease of management are most important. After doing a little research I do not think I want a totally VOIP solution. I do want to use VOIP to connect the two offices.

Here are the systems I have looked at Avaya Ip Office, Mitel 3300, Siemens, Inter-tel, and Cisco. I have recently spoken to someone about the Sprint Ipx system. I would like to look into the telrad system.

I do not want to start a battle on the form of who has the best system. I am looking for a resource that can point me in the right direction to make a decision that the company will have to live with for a long time. Does any one have any suggestions on a good vendor to work with in the Atlanta area and what products they sell?

Thanks for the info.

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Sprint IPX is a great system BTW and wins longevity hands down. Great list of systems there. IMHO Cisco say they can do more than they can. You have a great list there minus Cisco (not horrible but not in the league of the other systems you listed). I think you are well on your way. A good vendor will educate you about what you need, why and expectations. I would simply say bleeding edge is not always the way to go. You will want a system that can grow with you without a zillion software updates. Be careful of getting buried on the "back end" of a deal. Find out what labor rates are after the install. Check references thouroughly and really consider visiting some sites where these systems are functioning. IMHO IP enabled pbx are the way to go. They don't force you to go ip or be damned or TDM or be damned. Good luck feel free to ask questions here!


[This message has been edited by Coral Tech (edited January 01, 2005).]

[This message has been edited by Coral Tech (edited January 01, 2005).]

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Chris Howard
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Call 706-368-9774 ask for Stephen or 303-668-5150 Jen.


William C. Howard
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ronorr Offline OP
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Thanks for the info.
I am leaning toward an IP enabled PBX, which will throw out the Cisco and the Mitel 3300. In reviewing the Avaya IP Office I do not feel that we will get the seamless integration that we are looking for in the Contact center solution. I am sure that one of Avaya's products will accomplish this. I need to do a little more research.
I work in the IT world and I am not comfortable placing my voice and data together. I feel that voice needs to be extremely stable.
Any suggestions on a Telrad dealer and Sprint dealer in Atlanta area? The Sprint dealer I spoke with was in Kentucky. The heart of the system will be in the Atlanta area and I am not sure if I want a Kentucky dealer handling the deal. The Kentucky dealer did seem to be knowledgeable. Is this a correct assumption or should I forget this worry? Any suggestions on particular questions I should use to qualify a vendor?

Thanks

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ronorr Offline OP
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Forgot to ask - What about the financial stability of Tadiran and Telrad? I would hate to buy a system and the manufacture goes under two years down the road. I am hoping to buy a system that will be in place for several years.

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Do not forget the Inter-tel line, tho pricie, they do have a totally seamless system, and have offices in both states that will work together to benefit you. There newer version will even allow ACD groups to be off different nodes. Give them a chance before making your final choice.

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You should see if they have a local arm that can service you. I mean we cover 3 states and sometimes we send tech out of these 3 states for an install or upgrade then use local dealers if we need to. The only thing I have to say about Avaya, while a good solid product, READ THE CONTRACT VERY CAREFULLY. With their contracts you almost need a damn attorny to make sure you don't get burned at the stake. Look at what is offered for maintenance as well. This is another "back end" deal I was talking about.

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ronorr, they aren't going anywhere. Sprint would not have picked them otherwise over all the others. This is usually the card trick I have seen other companies pull when they try and scare a customer. Fact is Tadiran is more fiscally solvent than probably most the other competition. They are actaully part of a bigger corp that one part is second only to DeBers in the diamond business. Sprint will also give you a support letter as well...I don't think they are going anywhere. Avaya has HUGE mony problems but they aren't going anywhere either..they may change their name again...but they aren'y leaving.

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I am impressed with the Toshiba CTX100 for a small/medium sized business like yours.

I have 20+ years experience in telecommunications industry. There are (at least) 3 things you must consider when buying a communications system, besides the quality and reliabilty of the product.
1. You get what you pay for..
2. The system will work only as good as the installers. No matter how great a system is, there are many inexperienced techs out there who can make or break it. Some systems only use AUTHORIZED and CERTIFIED techs. Others use trainees who learn on YOUR system.
3. Support- after your system is installed, it will need maintenance. As stated above, trained techs mean a lot. Another BIG factor is having a dedicated team of experts who are familiar with YOUR system layout and setup, as well as knowing the system. Techs have to be familiar with your needs and procedures in order to meet them.

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You should also take a look at the Nortel BCM this is a very nice package all in one box with both RAID and redundant power supplies. I agree with Coral beware of Avaya, the IP Office needs a separate server for each application you run.

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