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Transcript of Cg Enterprise Phone Systems
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Focs Reserc 2010
Focs Reserc
Mrc 2010
Eterprise Poe Sstems
Compriso Gide
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Focs / Compriso Gide / Eterprise Poe Sstems 2Focs Reserc 2010
Itrodctio
Internet Protocol (IP) telephony is increasingly replacing traditional PBX technologies at all types and sizes o companies. However, most businesses
cant simply replace all o their incumbent telephony in one ell swoop. Instead, decision makers like you must look careully at whats available, what
youve got and what you need. Once youve surveyed the market and identifed and prioritized your specifc business needs, youre challenged to crat
your best possible short list o candidates. And this Comparison Guide, designed or midsize and large enterprises, is here to help.
This document is a companion to the Focus Phone Systems Market Primer and the Focus Enterprise Phone Systems Buyers Guide.
Or Focs Eterprise Poe Sstems Compriso Gide is oe o seerl reserc reports bsed o te
Focs Reserc Metodolog, wic is desiged to spport or etire prcsig process.
Phone Systems Market Primer Want to know what an enterprise phone system is?
Enterprise Phone Systems Buyers Guide Want help defning your requirements?
Eterprise Poe Sstems Compriso Gide Want help comparing?
Table o Contents
Comparison Methodology: Focs Ber Tpe descriptios, compriso ctors d ow soltios/edors re selected . . . . . . p. 3
The Focus Short List: Cdidtes tt Focs beliees eer ber o Eterprise Poe Sstems sold cosider . . . . . . . . . . . . . . p. 6
The Focus Comparison Grids: Detiled comprisos o prodct, pricig d edor cosidertios . . . . . . . . . . . . . . . . . . . . . . . p. 8
Vendor Profles: Tmbil descriptios o iclded edors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p . 19
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Focs / Compriso Gide / Eterprise Poe Sstems 3Focs Reserc 2010
Compriso Metodolog
Ber Tpes
As discussed in greater detail in the Focus Buyers Guide: Enterprise Phone Systems, the Focus research methodology identifes three basic BuyerTypes or business solutions such as enterprise telephony systems Basic, Intermediate and Advanced.
B BaSIC BuyERS I InTERMEDIaTE BuyERS A aDvanCED B uyERS
Basic Buyers are those in search o simple
solutions that support the most widely used
traditional and IP telephony eatures, such
as modular installation and support or
the Session Initiation Protocol (SIP). Such
buyers typically have limited IT resources and
expertise. Many, but not all, Basic Buyers also
typically work at smaller companies supporting
no more than 500 users.
Intermediate Buyers are those in search o
relatively more complex solutions that support
greater capacities and more sophisticated
eatures such as support or unifed
messaging, virtual private network (VPN)
connections or enhanced security. Such
buyers typically have some IT resources and
expertise, and may have experience with IP
telephony solutions as well. Many Intermediate
Buyers also work at midsize companies
supporting between 500 and 2,500 users.
Advanced Buyers are those in search o
airly complex solutions (including support or
multiple distributed sites and advanced call/
contact center eatures) that enable increased
availability, automation, optimization and
integrated management. Solutions that meet
the needs o Advanced Buyers can oten
require extensive IT resources and expertise.
Many Advanced Buyers also work at larger
enterprises supporting rom 2,500 to 10,000
users or more.
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Focs / Compriso Gide / Eterprise Poe Sstems 4Focs Reserc 2010
Compriso Fctors
In addition, members o every Buyer Type identifed by Focus Research have three primary areas o concern when considering Enterprise Phone
Systems.These are:
Product considerations: including basic, intermediate and advanced product eatures and delivery platorms;
Cost considerations: including price, ees, hidden costs and ROI analysis; and
Vendor considerations: including vendor viability, support, services and consulting.
vedor Selectio
To be considered or inclusion in this Guide, solutions and their vendors must meet the ollowing minimum requirements.
For Basic Buyers:
Solutionsmustinteroperatewithincumbentvoicecommunicationssystemsandphones.
Vendorsmustofferintegrationandconsultingservices,directlyorthroughpartners.
For Intermediate Buyers:
Solutionsmustsupportintegratedoroptionalapplicationintegration,uniedcommunications(UC)anduniedmessaging.
Solutionsmustsupportatleastlimitedintegrationwithincumbentthird-partyhardware,includingPBXesandanalogphones.
For Advanced Buyers:
Solutionsmustsupportdistributed/multisitedeployments(andconsolidatedmanagement).
Solutionsmustsupportcustomer-drivencustomizationviaapplicationprogramminginterfaces(APIs)and/orincludedsoftwaredevelopmentkit(SDK).
Vendorsmusthaveatleasttwoyearsexperiencesupportingadvancedenvironments.
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Focs / Compriso Gide / Eterprise Poe Sstems 5Focs Reserc 2010
Solutions and vendors ound to meet these requirements were included in this Focus Comparison Guide based upon analysis and comparison o
product, cost and vendor considerations. Those solutions and vendors were also evaluated in terms o market prominence, ater interviews and
discussions with industry analysts, other experts and users. Some o these were conducted via the Focus Web site. These interviews and discussions
were combined with Focus research and expertise to select Focus Short List members and to crat the comparison grids in this Guide. For moreinormation, please contact the Focus research team.
You should keep in mind that this Guide is ocused on solutions intended or enterprises that are typically larger and/or in need o more
sophisticated eatures than those required by small and midsize businesses (SMBs). Many SMBs are fnding their voice communications needs
being well met by smaller and/or less comprehensive solutions than those eatured here.
Some o the vendors eatured in this Guide also oer solutions optimized or smaller companies and/or simpler deployments, as indicated by the
Oers small business alternative? column in the Vendor Considerations section o the comparison grid. Those oerings are not eatured here, as
Focusdoesnotconsiderthemtrulyenterprise-classsolutions.However,yourcompanymayhaveneedsbettermetbythesolutionsdiscussedin
this Guide, even i your company is not a large enterprise. Focus recommends that you use its Market and Buyer Guides, along with relevant Briesand community discussion and your own resources, to identiy and prioritize your business specifc needs accurately and completely, and to best
determine the candidate solutions and vendors most likely to meet those needs.
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Focs / Compriso Gide / Eterprise Poe Sstems 6Focs Reserc 2010
Te Focs Sort List
TheShortList(seenextpage)andcomparisongridsthatfollowpresentinformationaboutleadingenterprise-classcorporatetelephonysolutionsandvendors
identifed by Focus, organized by Buyer Type and the key considerations outlined above. Focus believes that the solutions and vendors on the Focus Short List oer
pricing, unctionality and/or support eatures o particular interest to each associated Buyer Type.
The maturity o the telephone systems market means that there is oten little dierentiation among core eature sets. However, you should pay close attention to how those
eatures are implemented and supported, and to what other unctions and eatures are available with the solutions and vendors you consider. And as you crat your own
specicshortlist,insistonapples-to-applescomparisonsoffeaturesandpricingamongthevendorsandsolutionsthatmakethatlist.
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Focs / Compriso Gide / Eterprise Poe Sstems 7Focs Reserc 2010
FOCuS ShORT L IST KEy POI nTS
Type O Buyer Best Product Bets Product Cost Vendor
B
BaSIC BuyERS
SoreTel IP Poe Sstemhigl sclble, ll itegrted sstem;more iclded etres t mcompetitors
Lower totl cost o owersip (TCO)t most comprble sstems,reports idicte
13 ers experiece; oers spportserices olie d i resellers
Tosib Strt CIX 1200Telepoe Sstem
Strog, igl cstomizble core etreset; optiol dced pplictios serer
$350-$500/ser; ries wit sers,edpoits
40 ers i telecommictios; pretcomp oded i 1875
I
InTERMEDIaTEBuyERS
astr Clerspup to 100,000 sers/ode; rs oLix, IBM blde serers
Strts t $625/ser or 1,500 ports; llss cpcit rises
26 ers experiece
Iterctie Itelligece:Cstomer Iterctio Ceter
Desiged s commictios sericespltorm; osted optio ilble
$350-$1,000/ser; ries witcogrtio, cpcit
15 ers experiece
Mitel 3300 IP Commictios Pltorm/Mitel Commictios Director Sotwre
Rs o proprietr Mitel or idstr-stdrd Lix serers; rs o vMwre
aerge price/ser pproximtel $400,ccordig to pblised reports
100 loctios i 90 cotries;1,500 resellers/prters
SoreTel IP Poe Sstemhigl sclble, ll itegrted sstem;more iclded etres t mcompetitors
Lower totl cost o owersip (TCO)t most comprble sstems,reports idicte
13 ers experiece; oers spportserices olie d i resellers
A
aDvanCEDBuyERS
alctel-Lcet: OmiPCX EterpriseCommictios Serer
C dle more simlteos cllst most; bilt o Lix serers
Strts t $268/ser i 250-sercogrtio
23 ers experiece
a ar Eterprise Editio
Compreesie pltorm spportig
stdrds-bsed itegrtio wit legcsstems
Strts t $265/ser; ries wit cpcit
d etres selected
Foded i 2000; 8,700 Globl Serices
emploees, 32 spport ceters worldwide
Cisco uied Commictios MgerStrog spport or mobilit, presece,coerecig; osted optio ilble
applice strts t $4,000; spports pto 30,000 sers per clster
25-er etworkig eter;100,000+ uC sers
B Bsic Bers I Itermedite Bers A adced Bers Sorce: Focs, Mrc 2010
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Te Focs Compriso Grids
Focs / Compriso Gide / Eterprise Poe Sstems 8Focs Reserc 2010
Te Focs Compriso Grids
PRODuCT COnSI DERaTIOnS: BaSIC FEaTuRES
Vendor: Product SolutionBuyer
Types
Hosted or
on-premise delivery?
Industry-optimized
solutions available?Sotware-based IP PBX?
Web-based
management tool?
3Com: VCX V7000 platorm I A O-premise Iormtio ot proided b edor no; rck-motble it yes
Aastra Technologies: Clearspan I A O-premise yes yes yes
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA O-premise yes yes yes
Avaya: Aura I A O-premise yes yes yes
Cisco: Unifed
Communications ManagerA Bot yes yes; rck motig optiol yes
Interactive Intelligence:
Customer Interaction CenterI A Bot no yes yes
Mitel: 3300 IP Communications
Platorm/Mitel CommunicationsDirector sotware
B I A O-premise no no; rck-motble it yes
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A O-premise no yes no
NEC: UNIVERGE SV8500 A O-premise yes no; rck-motble it yes
ShoreTel: IP Phone System B I A O-premise yes yes yes
Siemens: OpenScape
Unifed Communications ServerA O-premise no yes yes
Taridium: ipbx v2 B I O-premise no yes; rck or wll motig optiol. yes
Toshiba: Strata CIX 1200
Telephone SystemB I O-premise yes no; sel-cotied bse cbiet yes
1 2 3 4
Note: nortel ws prcsed d 3Com is beig cqired b hP; pls or nortel d 3Com poe sstems re i fx.
continue
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
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B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
serices tt lik telepoes d cll mgemet etres to telepo-ebled comptig pplictios
o commo eterprise etwork; ke elemets o compter-telepo itegrtio (CTI)
Focs / Compriso Gide / Eterprise Poe Sstems 9Focs Reserc 2010
PRODuCT COnSI DERaTIOnS: BaSIC FEaTuRES (COnTInuED)
Vendor: Product SolutionBuyer
Types
Number o
calls per hour?
Number o
simultaneous calls?
Number o integrated
telephony services? System capacity? Voice conerencing?
3Com: VCX V7000 platorm I AIormtio ot proided
b edorIormtio ot proided
b edorIormtio ot proided
b edor2 - 50,000 deices yes
Aastra Technologies: Clearspan I A167,823 bs or cll ttempts
(BhCas)47 clls/secod 200 1 - 100,000 sers per ode yes
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA 120,000 BhCCs 120,000 BhCCs 700 15,000 sers per serer yes
Avaya: Aura I A 500,000 30,000Iormtio ot proided
b edor"36,000 sttios/
18,000 SIP edpoits/serer"yes
Cisco: Unifed
Communications ManagerA 48,000 ulimited 500 60,000 sers no. ailble s dd-o
Interactive Intelligence:
Customer Interaction CenterI A
252,000 BhCas 15,000 175 100 - 15,000 sers yes
Mitel: 3300 IP Communications
Platorm/Mitel Communications
Director sotware
B I A 14,400 250 500 10 - 65,000 sers yes
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A 12,000 BhCas ulimited hdreds 1 - 30,000 ports yes
NEC: UNIVERGE SV8500 A 48,000 ulimited 800 16,000 edpoits yes
ShoreTel: IP Phone System B I A 50,000 BhCCs 5,000 150 1 - 10,000 sers yes
Siemens: OpenScape
Unifed Communications ServerA 252,000 BhCas 15,000 300 100,000 sers yes
Taridium: ipbx v2 B I 14,400 250 167 15 - 1,000 sers per serer yes
Toshiba: Strata CIX 1200Telephone System
B I 12,000 BhCas ulimited 300 1 - 1,000 sers per sstem yes
5 6 7 8 9
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Focs / Compriso Gide / Eterprise Poe Sstems 10Focs Reserc 2010
PRODuCT COnSI DERaTIOnS: aDvanCED FEaTuRES
Vendor: Product SolutionBuyer
Types
API/SDK included? Built-in security? CRM integration? Sot phone client?
3Com: VCX V7000 platorm I A yes yesIormtio ot proided
b edoryes
Aastra Technologies: Clearspan I A yes yes yes yes
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA yes yes yes yes
Avaya: Aura I Aapplictio d
SIP "eblemet serices"yes no. ailble s dd-o yes
Cisco: Unifed
Communications ManagerA yes yes yes no. ailble s dd-o
Interactive Intelligence:
Customer Interaction CenterI A yes yes yes yes
Mitel: 3300 IP Communications
Platorm/Mitel Communications
Director sotware
B I Aailble trog
Mitel Soltios allice (MSa)yes (i Mitel
Commictios Director)no. ailble s dd-o no. ailble s dd-o
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A yes yes no yes
NEC: UNIVERGE SV8500 A yes yes yes yes
ShoreTel: IP Phone System B I A yes yes yes yes
Siemens: OpenScape
Unifed Communications ServerA yes yes yes no. ailble s dd-o
Taridium: ipbx v2 B I yes, or CRM yes no. ailble s dd-o no. ailble s dd-o
Toshiba: Strata CIX 1200
Telephone System B I yes yes yes yes
10 11 12 13continue
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
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Focs / Compriso Gide / Eterprise Poe Sstems 11Focs Reserc 2010
PRODuCT COnSI DERaTIOnS: aDvanCED FEaTuRES (COnTInuED)
Vendor: Product SolutionBuyer
Types
Supports third-party
IP phones?
Supports multiple
ofce sites?
Unifed messaging
included?
Unifed Communications
suite included?
3Com: VCX V7000 platorm I A yes yes yes yes
Aastra Technologies: Clearspan I A yes yes no. ailble s dd-o no. ailble s dd-o
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA yes yes no. ailble s dd-o no. ailble s dd-o
Avaya: Aura I A Limited to SIP poes yes yes no. ailble s dd-o
Cisco: Unifed
Communications ManagerA yes yes yes no. ailble s dd-o
Interactive Intelligence:
Customer Interaction CenterI A yes yes yes (optiol) yes
Mitel: 3300 IP Communications
Platorm/Mitel CommunicationsDirector sotware
B I Ayes, trog Mitel
Soltios allice (MSa) yes yes yes
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A yes yes yes yes
NEC: UNIVERGE SV8500 A yes yes no. ailble s dd-o no. ailble s dd-o
ShoreTel: IP Phone System B I A yes yes yes yes
Siemens: OpenScape
Unifed Communications ServerA yes yes yes yes
Taridium: ipbx v2 B I yes yes yes no
Toshiba: Strata CIX 1200
Telephone SystemB I Limited to SIP poes yes, i etworked sstems yes yes
14 15 16 17continue
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
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Focs / Compriso Gide / Eterprise Poe Sstems 12Focs Reserc 2010
PRODuCT COnSI DERaTIOnS: aDvanCED FEaTuRES (COnTInuED)
Vendor: Product SolutionBuyer
Types
VPN? Video conerencing? Web conerencing?
3Com: VCX V7000 platorm I A Iormtio ot proided b edor yes yes
Aastra Technologies: Clearspan I A yes no. ailble s dd-o no. ailble s dd-o
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA no. ailble s dd-o no. ailble s dd-o no. ailble s dd-o
Avaya: Aura I A yes no. ailble s dd-o no. ailble s dd-o
Cisco: Unifed
Communications ManagerA yes no. ailble s dd-o no. ailble s dd-o
Interactive Intelligence:
Customer Interaction CenterI A yes no. ailble s tird-prt dd-o no
Mitel: 3300 IP Communications
Platorm/Mitel CommunicationsDirector sotware
B I A
no. ailble s dd-o no. ailble s dd-o yes
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A yes no. ailble s dd-o no. ailble s dd-o
NEC: UNIVERGE SV8500 A yes no. ailble s dd-o no. ailble s dd-o
ShoreTel: IP Phone System B I A yes yes yes
Siemens: OpenScape
Unifed Communications ServerA no no. ailble s dd-o no. ailble s dd-o
Taridium: ipbx v2 B I yes Limited no
Toshiba: Strata CIX 1200
Telephone SystemB I yes yes yes
18 19 20
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
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Focs / Compriso Gide / Eterprise Poe Sstems 13Focs Reserc 2010
PRODuCT COnSI DERaTIOnS: Bu ILT- In I P TELEPhOny F EaTuRES
Vendor: Product SolutionBuyer
Types
Advanced business
communications services?
Hotel communications
services?
Auto-attendant
services?
Contact/call center
services?
3Com: VCX V7000 platorm I A yesIormtio ot proided
b edoryes
Iormtio ot proidedb edor
Aastra Technologies: Clearspan I A yes no. ailble s dd-o yes no. ailble s dd-o
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA yes yes yes yes
Avaya: Aura I A yesno. ailble s tird-prt dd-o
yes yes
Cisco: Unifed
Communications ManagerA yes no. ailble s dd-o no. ailble s dd-o no. ailble s dd-o
Interactive Intelligence:
Customer Interaction CenterI A yes no yes yes
Mitel: 3300 IP Communications
Platorm/Mitel Communications
Director sotware
B I ALimited. additioletres ilble
no. ailble s dd-o yes no. ailble s dd-o
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A yes no. ailble s dd-o yes
Limited. Fll ctiolitilble s dd o
NEC: UNIVERGE SV8500 A yes yes yes yes
ShoreTel: IP Phone System B I ALimited. additioletres ilble
yes. ailble i yes yes
Siemens: OpenScape
Unifed Communications ServerA yes no. ailble s dd-o yes yes
Taridium: ipbx v2B I
no
no. ailble s
tird-prt dd-o yes yes
Toshiba: Strata CIX 1200
Telephone SystemB I yes no. ailble s dd-o yes no. ailble s dd-o
21 22 23 24continue
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
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Focs / Compriso Gide / Eterprise Poe Sstems 14Focs Reserc 2010
PRODuCT COnSI DERaTIOnS: Bu ILT- In I P TELEPhOny FEaTuRES (COnTInuED)
Vendor: Product SolutionBuyer
Types
Emergency
services?
Call recording
and reporting?Fax server?
Mobile
communications?
3Com: VCX V7000 platorm I A yes yes yesIormtio ot proided
b edor
Aastra Technologies: Clearspan I A yes yes yes yes
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA yes yes no. ailble s dd-o yes
Avaya: Aura I A yesno. ailble s tird-prt dd-o
yes yes
Cisco: Unifed
Communications ManagerA no. ailble s dd-o yes yes yes
Interactive Intelligence:
Customer Interaction CenterI A yes yes yes yes
Mitel: 3300 IP Communications
Platorm/Mitel Communications
Director sotware
B I A no. ailble s dd-oLimited. Fll ctiolitilble s dd-o
no. ailble s dd-o yes
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A yes yes no. ailble s dd-o
Limited. Fll ctiolitilble s dd-o
NEC: UNIVERGE SV8500 A yesno. ailble s tird-prt dd-o
no. ailble s dd-o no. ailble s dd-o
ShoreTel: IP Phone System B I A yes yesno. ailble s tird-prt dd-o
yes
Siemens: OpenScape
Unifed Communications ServerA yes yes yes yes
Taridium: ipbx v2 B I no. ailble s dd-o yes Limited; x-to-emil ol yes
Toshiba: Strata CIX 1200
Telephone SystemB I yes no. ailble s dd-o no. ailble s dd-o no. ailble s dd-o
25 26 27 28continue
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
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Focs / Compriso Gide / Eterprise Poe Sstems 15Focs Reserc 2010
PRODuCT COnSI DERaTIOnS: Bu ILT- In I P TELEPhOny FEaTuRES (COnTInuED)
Vendor: Product SolutionBuyer
Types
Multiple language
support?Text-to-speech? Operator console? Voice mail?
3Com: VCX V7000 platorm I A yes yes yes yes
Aastra Technologies: Clearspan I A yes no. ailble s dd-o no. ailble s dd-o no. ailble s dd-o
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA yes no. ailble s dd-o yes yes
Avaya: Aura I A yes yes yes yes
Cisco: Unifed
Communications ManagerA yes no. ailble s dd-o no. ailble s dd-o no. ailble s dd-o
Interactive Intelligence:
Customer Interaction CenterI A yes yes yes yes
Mitel: 3300 IP Communications
Platorm/Mitel CommunicationsDirector sotware
B I A
Limited no. ailble s dd-o yes yes
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A yes no. add-o i deelopmet yes yes
NEC: UNIVERGE SV8500 A yes no. ailble s dd-o no. ailble s dd-o no. ailble s dd-o
ShoreTel: IP Phone System B I A yesno. ailble s tird-prt dd-o
yes yes
Siemens: OpenScape
Unifed Communications ServerA yes yes yes yes
Taridium: ipbx v2 B I Limited no. ailble s dd-ono. ailble s tird-prt dd-o
yes
Toshiba: Strata CIX 1200
Telephone System B I Limited yes no. ailble s dd-o no. ailble s dd-o
29 30 31 32
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
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Focs / Compriso Gide / Eterprise Poe Sstems 16Focs Reserc 2010
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
PRODuCT COnSI DERaTIOnS: PLaTFORM
Vendor: Product SolutionBuyer
Types
Distributed a
rchitecture?
Operating
system?Supports SOA? Server?
3Com: VCX V7000 platorm I A yes Secrit-rdeed Lix no IBM X-Series
Aastra Technologies: Clearspan I A yes Lix yes IBM hS21 Blde serers
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA yes Red ht Lix yes
Idstr-stdrdLix pltorms
Avaya: Aura I A yes Red ht Eterprise Lix yes a S800 series
Cisco: Unifed
Communications ManagerA yes Lix d Microsot Widows no
Cisco MCS 7800 SeriesMedi Coergece Serers,B-series uied Comptig
blde serers
Interactive Intelligence:
Customer Interaction CenterI A yes Microsot Widows Serer 2003 yes Idstr-stdrdWiTel serer
Mitel: 3300 IP Communications
Platorm/Mitel Communications
Director sotware
B I A yes Mitel Stdrd Lix yesMitel 3300 Cotrollers;hP, IBM, S serers
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A yes Microsot Widows Serer 2003 yes
Idstr-stdrdItel Petim serers
NEC: UNIVERGE SV8500 A yes Lix yesProprietr serer witreddt CPu, power
ShoreTel: IP Phone System B I A yes Widows d Lix yesIormtio ot proided
b edor
Siemens: OpenScape
Unifed Communications Server A no Lix yes
Idstr-stdrd
64-bit sstems
Taridium: ipbx v2 B I yes Red ht Lix noIdstr-stdrd
Itel Petim serers
Toshiba: Strata CIX 1200
Telephone SystemB I yes Proprietr embedded OS no Sel-cotied bse cbiet
33 34 35 36
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Focs / Compriso Gide / Eterprise Poe Sstems 17Focs Reserc 2010
COST COnSIDE RaTIOnS
Vendor: Product SolutionBuyer
Types
Base price?Integrates with
incumbent PBX?
Supports incumbent
third-party hardware?
Supports incumbent
analog phones?
Payment model
options
3Com: VCX V7000 platorm I AIormtio ot proided
b edoryes yes yes Licese
Aastra Technologies: Clearspan I A
$625/ser t 1,500 ports;lls s cpcit icreses
to $425/seryes yes yes Licese
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA
$268/ser i 250-ser cogrtio
Iormtio ot proidedb edor
Iormtio ot proidedb edor
Iormtio ot proidedb edor
Licese
Avaya: Aura I A$265-$320/ser depedig
o etres d cpcityes (t lest nortel) yes (t lest nortel) yes Licese
Cisco: Unifed
Communications ManagerA applice strts t $4,000 yes yes yes Licese, osted
Interactive Intelligence:Customer Interaction Center
I A $350 - $1,000/ser yes yes yes Licese
Mitel: 3300 IP Communications
Platorm/Mitel Communications
Director sotware
B I AIormtio ot proided
b edoryes, trog SIP d MitelSoltios allice (MSa)
yes, trog SI P d MitelSoltios allice (MSa
yes, trog Mitel Soltiosallice (MSa)
Licese
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A
Strts t $101/serec er
yes yes yes Licese
NEC: UNIVERGE SV8500 A$166.44/ser or 500 sers;$140.20/ser or 1,000 sers
yes yes yes Licese
ShoreTel: IP Phone System B I AIormtio ot proided
b edoryes
yes SIP poes dlegc PBXes
yes Licese
Siemens: OpenScape
Unifed Communications ServerA
Strts t $5,000
(or uC Serer loe)yes yes yes Licese
Taridium: ipbx v2 B I
$499/sigle-serer limited-ser licese; $25-$129 ecor dditiol etre modles
(i olie store)
yes yes yes Licese
Toshiba: Strata CIX 1200
Telephone SystemB I
$350 to $500/ser; rieswit edpoit deice
yes yes yes Licese
1 2 3 4
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
5
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Focs / Compriso Gide / Eterprise Poe Sstems 18Focs Reserc 2010
vEnDOR COnSIDERaTIOnS
Vendor: Product SolutionBuyer
Types
Length o time
in business
Oers small business
alternative?How purchased?
Support services
available?
3Com: VCX V7000 platorm I A 30 ers (beore hP cqisitio) yes Resellers Directl d trog cel prters
Aastra Technologies: Clearspan I A 26 ers yesDirect d idirect celprters, delers, resellers,
telepoe compies (uS ol)
From "serices prters" BSL TelepoSerices, Dttred d Sttic Power
Alcatel-Lucent: OmniPCX
Enterprise Communications ServerA 23 ers yes 2,100 "bsiess prter" resellers Trog 2,100 "bsiess prters"
Avaya: Aura I A 9 ers yesa (d tried/certied
nortel) resellersDirectl d trog i tegrtors
d serice proiders
Cisco: Unifed
Communications ManagerA 25 ers no
Directl (or compies witDirect Prcsig agreemets)
d tog cel prters
Directl d trogcertied cel prters
Interactive Intelligence:
Customer Interaction CenterI A 15 ers yes
Directl (osted ersio) d trogresellers (premise-bsed ersio)
Pckged proessiol dspport serices oered directl
Mitel: 3300 IP Communications
Platorm/Mitel Communications
Director sotware
B I A 36 ers yes ResellersDirectl d trog
cel prters
NEC: UNIVERGE Sphericall
IP-PBX with Web ServicesI A 15 ers no
Direct sles oces dtorized delers
Sstems itegrtio ddeelopmet serices i nEC
uied Soltios i nort americ
NEC: UNIVERGE SV8500 A 15 ers noDirect sles oces d
torized delers
Sstems itegrtio ddeelopmet serices i nEC
uied Soltios i nort americ
ShoreTel: IP Phone System B I A 13 ers yes More t 750 globl resellersOlie serices directl d i-perso
serices i resellers d cosltts
Siemens: OpenScape
Unifed Communications ServerA 162 ers yes Resellers
Olie triig d spport oered tosers d cel prters directl; oter
serices oered trog resellers
Taridium: ipbx v2 B I 2 ers yesDirectl i olie store; lso
trog resellers d cosltts
Oe er o emil spport &mitece iclded wit prodct;
dditiol oe-er pckges ilble @$250; oter serices oered b Tridim
Proessiol Serices d prters
Toshiba: Strata CIX 1200
Telephone SystemB I 70 ers yes Resellers Trog resellers
1 2 3 4
B Bsic Bers I Itermedite Bers A adced Bers * Smll = 1-100, midsize = 101-500, smll eterprise = 501-2,500, eterprise = 501-10,000+
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Focs / Compriso Gide / Eterprise Poe Sstems 19Focs Reserc 2010
vedor Proles
Aastra Technologies Alcatel-Lucent Avaya Cisco Interactive Intelligence Mitel
Oers bot IP-bsedd trditiol bsiessd residetil teleposoltios
also oers rge oSIP-complit telepoes
For more iormtio:www.str.com
Icorported dedqrtered i Frce;opertes i 130 cotries
Bell Lbs it olds moret 26,000 ptets, moret 2,700 obtied i 2008
For more iormtio:www.lctel-lcet.com
acqired nortel networkseterprise soltios bsiessi December 2009
ar to lik legc, voIPsoltios d irstrctreelemets to serices
For more iormtio:www..com
Origitors o temlti-protocol etworkroter i te 1980s
Iests more t $5 billioll i reserc ddeelopmet (R&D)
For more iormtio:www.cisco.com
Soltios ocsed oitegrted commictiosd reltiosip mgemet
also oers soltios orcotct ceters d bsiessprocess tomtio
For more iormtio:www.ii.com
Prterig wit vMwre tooer irtlized oice serices
also oers oice/dtetwork desig, trcproisioig, pplictiodeelopmet serices
For more iormtio:www.mitel.com
NEC ShoreTel Siemens Taridium 3Com Toshiba
unIvERGE IP rcitectrespecicll desiged to imltimedi etworks
now expded to spporticorportio o CR Md oter ke bsiesspplictios
For more iormtio:www.ec.com
Focsed exclsiel o IPtelepo d iedcommictios (uC)soltios
nmed b Serg Resercs mrket-ledig proidero SMB/mid-mrket uCsoltios or 6 cosectieers
For more iormtio:www.soretel.com
Eterprise Commictiosgrop clims to be ledigproider i globl telepomrket
also oers extesielcstomizble, widget-bsedIP telepo soltios orSMBs
For more iormtio:www.siemes.com
Oers IP PBXes, mgedvoIP serices, ied oicemil d mobile IP PBXccess
Cosltig tem clims moret 30 ers combiedvoIP experiece
For more iormtio:www.tridim.com
Te vCX v7000 rs osecrit-rdeed Lixd IBM Sstem x serers
hP oced pls tocqire 3Com i noember2009, bt mde o metio o3Coms IP telepo soltios
For more iormtio:www.3com.com
Telecommictio SstemsDiisio oers rge oIP telepo soltios (8-1,200 ports)
Oers idstrs ol see-er mctrers extededwrrt
For more iormtio:www.telecom.tosib.com
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Focusbelievesthateffectivevoice-CRMintegrationcanreducecall
durations and customer wait times and increase customer satisaction.
UserspursuingorconsideringintegrationofIP-basedvoiceservices
with CRM or other applications should watch M5s progress, andquestion other candidate vendors about their approaches to integration
and strategic voice services.
Several other vendors, notably Altigen, AT&T, Fonality, Qwest and
Verizon Business, have relevant oerings in this market. However,
despite repeated requests rom Focus, these vendors were unable to
supply sufcient, timely inormation to make meaningul comparisonsor analysis possible. Focus will try to include these vendors and their
oerings in uture updates to this Comparison Guide.
Focs / Compriso Gide / Eterprise Poe Sstems 20Focs Reserc 2010
Oters Wort Wtcig
Digium Google M5 Networks
Tis comp is te commercil orce beid asterisk,te most widel sed compreesie ope sorcepltorm or IP telepo i te world. Digim oersSwitcox IP PBX soltios tt spport p to 400sers d 75 cocrret clls, wit ree tril editiosilble. Te comp lso oers asterisk sotwred Digim rdwre compoets wit wic sersd/or itegrtors c bild cstomized soltios or IPtelepo d oter pplictios.
Focs beliees Digim d asterisk soltios c oersigict ecoom d oter dtges to sers bled willig to roll teir ow soltios. howeer, tose
sers mst ssess teir eeds d tresolds or picrell, to determie i te potetil dtges re wortte extr work reqired. Some o tt work m iole teserices o pid cosltts d/or itegrtors, wic msit cost/beet clcltios cosiderbl.
For more iormtio: www.digim.com
Te comp best kow or olie serc d trgeteddertisig lred oers site o serices kow sGoogle voice. Te comp lso cqired voIP strtpGizmo 5 i noember 2009, d oers expdigsite o collbortio serices der te Google Docsd Google apps bers. Google s lso lced sel-brded wireless dset bsed o te adroidopertig sstem lred t te ert o wirelesssmrtpoes rom mltiple mctrers d crriers.
Focs beliees tt Google m e o pls tooer ll-blow IP telepo serices to bsiesses.howeer, Focs lso beliees tt Google is tkig
oice serices seriosl, d tt its iitities coldreslt i oerigs tt crete ew spport ditegrtio clleges to bsiess decisio mkers.
For more iormtio: www.google.com
Tis comp specilizes i wt it clls oice s serice. Te M5 delier model combies osted PBXserices (lrgel powered b Cisco tecologies) witpoit-to-poit, reddt coectios betwee ost dcstomer cilities (verizo T-1 liks wit DSL bckp).Tis pproc proides ig leels o relibilit dreddc, ccordig to te comp.
I dditio, M5 oers itegrtio wit CRM pplictiossig Web serices dpter, rter t te MicrosotTelepo applictio Progrmmig Iterce (TaPI)sed b m oter edors. Te M5 pproc mkeste CRM itegrtio eectiel clod-bsed, oidig
te spport problems tt c ccomp te cliet-bsed TaPI pproc, ccordig to M5.
For more iormtio: www.m5et.com
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Focs / Compriso Gide / Eterprise Poe Sstems 21Focs Reserc 2010
abot Focs Reserc
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