Cg Enterprise Phone Systems

8/8/2019 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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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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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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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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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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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


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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serices tt lik telepoes d cll mgemet etres to telepo-ebled comptig pplictios

o commo eterprise etwork; ke elemets o compter-telepo itegrtio (CTI)


PRODuCT COnSI DERaTIOnS: BaSIC FEaTuRES (COnTInuED)


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


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


Customer Interaction CenterI A

252,000 BhCas 15,000 175 100 - 15,000 sers yes


Platorm/Mitel Communications

Director sotware

B I A 14,400 250 500 10 - 65,000 sers yes


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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PRODuCT COnSI DERaTIOnS: aDvanCED FEaTuRES


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


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


Customer Interaction CenterI A yes yes yes yes



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


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


Telephone System B I yes yes yes yes

10 11 12 13continue



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PRODuCT COnSI DERaTIOnS: aDvanCED FEaTuRES (COnTInuED)


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


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


Customer Interaction CenterI A yes yes yes (optiol) yes



B I Ayes, trog Mitel

Soltios allice (MSa) yes yes yes


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


Telephone SystemB I Limited to SIP poes yes, i etworked sstems yes yes

14 15 16 17continue



12/21


PRODuCT COnSI DERaTIOnS: aDvanCED FEaTuRES (COnTInuED)


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


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


Customer Interaction CenterI A yes no. ailble s tird-prt dd-o no



B I A

no. ailble s dd-o no. ailble s dd-o yes


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


Telephone SystemB I yes yes yes

18 19 20



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PRODuCT COnSI DERaTIOnS: Bu ILT- In I P TELEPhOny F EaTuRES


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


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


Customer Interaction CenterI A yes no yes yes



Director sotware

B I ALimited. additioletres ilble

no. ailble s dd-o yes no. ailble s dd-o


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


Telephone SystemB I yes no. ailble s dd-o yes no. ailble s dd-o

21 22 23 24continue



14/21


PRODuCT COnSI DERaTIOnS: Bu ILT- In I P TELEPhOny FEaTuRES (COnTInuED)


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


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





Director sotware

B I A no. ailble s dd-oLimited. Fll ctiolitilble s dd-o

no. ailble s dd-o yes


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


Taridium: ipbx v2 B I no. ailble s dd-o yes Limited; x-to-emil ol yes


Telephone SystemB I yes no. ailble s dd-o no. ailble s dd-o no. ailble s dd-o

25 26 27 28continue



15/21


PRODuCT COnSI DERaTIOnS: Bu ILT- In I P TELEPhOny FEaTuRES (COnTInuED)


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


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





B I A

Limited no. ailble s dd-o yes yes


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


Taridium: ipbx v2 B I Limited no. ailble s dd-ono. ailble s tird-prt dd-o

yes


Telephone System B I Limited yes no. ailble s dd-o no. ailble s dd-o

29 30 31 32



16/21



PRODuCT COnSI DERaTIOnS: PLaTFORM


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


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


Customer Interaction CenterI A yes Microsot Widows Serer 2003 yes Idstr-stdrdWiTel serer



Director sotware

B I A yes Mitel Stdrd Lix yesMitel 3300 Cotrollers;hP, IBM, S serers


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


Telephone SystemB I yes Proprietr embedded OS no Sel-cotied bse cbiet

33 34 35 36


17/21


COST COnSIDE RaTIOnS


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


Enterprise Communications ServerA

$268/ser i 250-ser cogrtio




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



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


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


Telephone SystemB I

$350 to $500/ser; rieswit edpoit deice

yes yes yes Licese

1 2 3 4


5


18/21


vEnDOR COnSIDERaTIOnS


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


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


Customer Interaction CenterI A 15 ers yes

Directl (osted ersio) d trogresellers (premise-bsed ersio)

Pckged proessiol dspport serices oered directl



Director sotware

B I A 36 ers yes ResellersDirectl d trog

cel prters


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


Telephone SystemB I 70 ers yes Resellers Trog resellers

1 2 3 4



19/21


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


20/21

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.


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


21/21


abot Focs Reserc

EachyearU.S.businessesspendmorethan$75trillion*ongoodsandservices.Andyettherehasnotbeenadenitivesourceoftrustworthyand

easily accessible inormation to support business buyers and decisions makers especially those in small and midsize businesses. Filling this gap

is the mission o Focus Research.

Through its Research Guides, Focus Research empowers buyers to make considered purchases and decisions. Focus does this by providing reely

available, actionable advice based on the expertise o other buyers, recognized experts and Focus analysts.

Gidig Priciples

Ourgoalisnotonlytoprovideindependentandhigh-qualityresearchbutalsotodeliveranewresearchmodelthatservesallbusinesses.

Open: We believe inormation must be set ree. The data, advice and

research on Focus are widely distributed and available to everyone

Peer-powered: We believe in the power o many. Thousands o buyers

and experts contribute their expertise to Focus every day. Our job is to

take their insights and integrate them into our research.

Practical: We believe in addressing everyday issues acing businesses.

FocusResearchdoesnotponticateonhigh-leveltrendsorpromote

broad-basedresearchagendas.Rather,FocusResearchendeavors

to provide specifc, actionable recommendations that help businesses

make the right decision every time.

Relevant:Webelievethereisnoone-size-ts-allanswertoa

business purchasing decision. Focus Research is, thereore, designed

to address specifc concerns o multiple buyer types across multiple

industries. As such, users are encouraged to combine our dierent

researchdeliverablesintotailor-madepackagesthateffectively

address their unique needs and goals.

* Sorce: vis, Ic. Commercil Cosmptio Expeditre Idex ct seet.

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