Looking to purchase new phone system

[sohtnax]

Hello,

I am currently looking to purchase a solution phone system with Call Center functionality for a new site. There will be approximately 200 employees at this site, 80 of which will be ACD agents. I'd like to go with something that has IP functionality and the abilitiy to handle up to 500 extensions for future growth.

I have had several people suggest the Option 11c. Would this be the best fit for me?


This phone system is priced higher than we had budgeted for. Should I look into refurbished equipment? Anyone know of any good vendors that sell refurb equipment? Are there certain components, for example, the circuit pack, that I should not consider buying refurbished?

Lastly, does anyone know of any good vendors to support and maintain the sytem going forward in the NY/NJ area?

Thanks.

 

[johnpoole]

the nortel web site will have a list of vendors in your area, the opt 11 with voip and symposiumn call center server is a hard combination to beat. and no they are not cheap, you can save lots by using rebuilt equiptment.. be sure you are getting the rls of cards and phones that work with the newer rls software.. i am certified on 14 different switches and if i needed a call center app, i would use nortel.. they are harder to program them some, but like most things you get what you pay for.. i have had good luck with circuit packs, make sure the provider stands behind his equiptment.. and buy spares, i work for a vendor and we have spares on hand for most problems.. you can't always wait 2 weeks for a replacement ssc card, without phones

john poole
bellsouth business
columbia,sc

 

[sohtnax]

Can you recommend any vendors that sell refurb equipment?

 

[Pudge99]

http://www.telecomreseller.com

and take your pick!

 

[McGruff753]

Aspect is another strong ACD system. We have a 400R here and has been very dependable, especially since we're a 24 hour call center.

 

[johnpoole]

working for a vendor, i don't track the secondary market that much. some of our customers but off the secondary market and then have us certify and maintain the product. not our favorite way to do business but the customers do save money..

john poole
bellsouth business
columbia,sc

 

[mluckie1]

If buying a system off the gray market be sure to get the RTU (right to use) so you can register the serial number to your company.

 

[johnpoole]

without the rtu, you can never buy an upgrade.. i would buy the system from a vendor.. saving money on the sets and station/pri cards should give you 40 percent less then the complete package. you need to know that the 2000 series phones are past eol (end of life) so for long range plans you might want to price the 3000 series phones... fyi

john poole
bellsouth business
columbia,sc

 

[ArchTelecom]

Some of the remarketers are also authorized resellers for Nortel. That RTU will also be important if you ever need Nortel support.

 

[TheWorkingMan]

http://www.allnt.com

has a nice selection of new an refurb. Good luck. I also work for a partner, I would look at a lease from a vendor.

 

[johnpoole]

one thing that you need to remember, is support.. a tech on site when you have an outage is a big plus.. don't really want a friendly voice on the other end of the line or a web site in japan... i want someone who know his (her) commands and has the right attitude...

john poole
bellsouth business
columbia,sc

 

[Sennback]

a Nortel CS1000S would be a perfect solution.
If you need IP solutions its a perfect choice.

It takes hundreds of digital/analog sets at the same time as 1000 ip sets.
It can be small solution in the beginning and grow as you need.

Why not do all on IP?
The ACD users dont know the difference.

A new solution can give you a good price for the total solution. If you buy a used system, I am sure you need to add something. Sets, cards, licenses, whatever and that you have to pay full price for.

a CS1000S will also give you a more redundant system than an op11c can give.

 

[johnpoole]

good response, any nortel switch is a better solution then the opt 11.. they work, but no backup anything.. with the cs1000, you still have the option of pri to the tdm, an option that is the best of both worlds.. plus you can link a web site with the click to speak to an agent option.. with a few more add on's you can do screen pops based on clid, or number dialed... even if your not jumping in that deep to start, it's best to leave the option open

john poole
bellsouth business
columbia,sc

 

[sohtnax]

How does the Option 11c compare to the Inter-Tel Axxess?

Is anyone familiar with the Inter-Tel?

 

[BRMT]

I agree that looking at the Nortel CS1000 line is a great solution for you but the CS1000M would be less $$ then both the Option 11 and the CS1000S solutions that have been recommend to you. Nortel is offering some special discounts right now. Our company has 3 offices in NY/NJ area let me know if you would like someone to talk too.

 

[MG2005]

I agree that all of the Nortel systems and FYI's mentioned here will work for you, but as you said it is a bit pricey.

Another solution that may bring the price down and offers a bit more ease of use and convenience is an all IP solution from Cisco (a callmanager with an IPCC - IP call center - solution)-

you can get a fully functional and redundant IP PBX and call center which can run over your all ready existing data network (which is prob cisco too) that requires less administration and a much smaller footprint

I am partial to neither Nortel or Cisco they both ahev their pros and cons, as I work with both on the voice side so both are a good choice. Nortel has a slight edge when it comes to call center functionality but that may not be the case for long and if the cost savings is great enough it may be a fair trade off. You wont lose much if any functionality tho