sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems cosnidering an Avaya system

--------------------------------------------------------------------------------

My company is reviewing proposals to replace our Nortel Meridian option 52 c pbx. One of the proposals is for an Avaya IPO 500 system with Compact COntact Center and digital handsets. We have 100 total users in a single site with a customer service department of 10 agents that currently participate in an ACD queue. The other systems in consideration are Shoretel and Iwatsu. I'm looking for recommendations and reviews on the Avaya product and service from Avaya.

Anyone out there with experience in one or more of these?

I can only speak for the Avaya as I have little experience with the other systems mentioned. The IPO 500 will work quite well in the environment you mentioned. I have several systems with roughly the same setup. Most of them with more agents and they all are happy.

I wouldn't suggest direct Avaya support as their rates are extremely high but there should be plenty of qualified Avaya Business Partners in your area for service and support. Which brings up another point that we on the forum always suggest.

The most important aspect of any system you choose is the vendor that installs and services the equipment. If you aren't happy with the vendor, you won't be happy with the system. The advantage that the Avaya may have over the other systems you mentioned, is the amount of qualified vendors in your area. All of the systems you mentioned are strong brands but if there aren't many vendors in your area for a particular product, then your choices for service and support will be limited.

I agree about the IP500. But I would not recommend the CCC application. I have a few installed, and the customer never likes the reports that come with CCC.

Avaya does have other options based on ACM, but that wont be out for a year or so.

With the Release of 4.2, the IP500 will beat all of the competition with standard features....

We have several IP 500 systems out there up and running.
They are stable and reliable so far.