My company is reviewing proposals to replace our Nortel Meridian option 52 c pbx. One of the proposals is for Shoretel. 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 Avaya and Iwatsu.
The other proposals are VOIP enabled and could support VOIP phones where need (for telecommuting for instance)but the proposed office handsets are digital at a considerable cost savings to the IP sets in the Shoretel proposals. One of my concerns is that by introducing more devices onto the network, I've introduced complexity and need to introduce and maintain QOS and possibly VLANS- not necesaarily a big deal, but more work. I haven't seen any compelling evidence that having an IP handset is superior to a digital set (except that they are easier to move- a very minor benefit in our small building)
Anyone out there with experience in one or more of these?
The other proposals are VOIP enabled and could support VOIP phones where need (for telecommuting for instance)but the proposed office handsets are digital at a considerable cost savings to the IP sets in the Shoretel proposals. One of my concerns is that by introducing more devices onto the network, I've introduced complexity and need to introduce and maintain QOS and possibly VLANS- not necesaarily a big deal, but more work. I haven't seen any compelling evidence that having an IP handset is superior to a digital set (except that they are easier to move- a very minor benefit in our small building)
Anyone out there with experience in one or more of these?