Pro's & Con's - 3Com VS Avaya

[AmitL]

Hi All,

Need advise on finalising which is a better system for us. I am looking at a complete office PBX solution that also has call centre ACD routing funcionality.

Would really appreciate if someone can provide with insights on the Pro's and Con's of the following 2 systems that we are considering.

1) 3Com NBX V3000 Phone system with eXchange Call Centre software
2) Avaya S8300 Media Server with G700 Gateway. Communication Manager software version is yet unknown.

We will be using PRI lines and IP phones to go with the Infrastructure.

Presently my call centre is running on Televantage from Vertical Solutions using DI0408 cards for the analog lines. I have not been quite happy with its performance as it is costly yet with a lot of limitations and not allowing my business to grow.

All your help and advice would be much appreciated.

Many Thanks
Amit

[Kevinized]

I am quite familure with all 3 systems and I'm confused about the trouble you're having.

Maybe your televantage vendor does not know how to solve your problems.

Televantage is a much superior system but it sounds like it was not configured properly or you're not aware of what it can do.

If you want to change the hardware from analog to digital trunks, you can simply swap out the PCI cards and have a VoIP system without having to spend any money for the software change.

[GinaD]

Avaya is more intergratable. I can get you some information about hosted services.
Please call me at 801-386-8353
Gina
gina.dohna@ucn.net

[Kevinized]

I'm an engineer and have done extensive research on call center applications.

Televantage and Avaya are based on the exact same technology but Televantage already has the subsystems integrated into it so there are no integration issues.

Avaya systems are actually several systems that are integrated together needing several engineers to make them work. Whereas Televantage can be set up to work out of the box and after set up no engineers are needed.

Whenever call center applications are built using integrated subsystems, trying to get accurate reporting is nearly impossible and there are many points of failure within the overall system.

Integrating subsystems together requires more equipment, more engineering time in setup and maintenance.

The feature set of the Avaya and 3Com systems is meger compared to Televantage and to add to the features of Avaya and 3Com is very expensive.