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a question i am all too familiar with!
We started evaluating this back in 2003 but once we'd completed our analysis it became obvious that we also needed a new phone system. We then spoke to Gartner and MetaGroup experts, 50 odd customers and conducted various POCs. In the end we came down to Cisco or Avaya. Cisco's nicer from a strictly IT perspective (easy AD integration and great if you have a Cisco network; but do you want to be tied down into a one vendor all eggs in the one basket scenario) but from a call centre mgr's perspective Avaya wins hands down and at the end of the day this is Avaya's core mkt, this is what it does. We are going to go for a fully redundant Avaya 8700/G650 with Call Centre Elite package. Good luck!