Discussion on:

How scalable is your VoIP solution?

Could someone provide me with more info on the commercial VoIP solutions that are available for a Call Center operation - these services are categorised under Managed VoIP Solutions.
Regards.
Sebastian.

Check out www.mitel.com for call center equipment

Try the http://www.callcentermagazine.com/ resource alternatively
search for call enter voip on google. There are numerous managed
solutions although you may want to think carefully before you go
down this route. Both TR andZDNET have a whole bunch of white
papers and ROI docs you can review.

Alternatively give us a call on 609.409.0550 - Regards - Paul

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!

How you seen ShoreTel's offering? The core product includes high end workgroup functionality that typically meets the needs of most Call Center Managers. There is an optional bolt on product for more advanced requirements. Contact me if you need more info.

We are in the middle of a co-location proposal primarily for DR reasons. We have an old PBX that supports our call center where we have several ACD hunt groups setup. Reporting and support for the old equipment is becoming an issue. Is there a fully software driven VOIP solution that would support multiple ACD hunt groups and provide all related call managemetn reports? If I co-locate all of my equipment but NOT the PBX it seems like I am half addressing the DR problem. Ideally I would like to fully cover my voice communication needs all in one off-site solution.