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Netw250 Course Project Pbx Proposal

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Company IP PBX Proposal
Alexander Ballete
DeVry University

Author Note
This paper was prepared for NETW250 taught by Professor Allison Rubenstein
Course Project Introduction The goal of this document is to come up with a proposal for the company IP PBX system. In this proposal I will introduce several different Voice over IP vendors, each fully qualified to becoming our company’s new IP PBX system. Only one of the vendors will be selected based on the criteria laid out by the Chief Information Officer. The vendors I will be evaluating are Avaya, Genesys, Interactive Intelligence, Mitel, and Siemens. As I mentioned earlier, each one of these vendors are fully qualified to becoming our company’s new IP PBX system but only one …show more content…

Genesys was first founded in 1990 and was later acquired by Alcatel-Lucent in 1999. Alcatel-Lucent, which spun off from AT&T as the manufacturing operations branch, gives Genesys high marks on company experience. This diverse company experience makes Genesys standout among the rest of the vendors. Automatic call distribution or ACD is an important feature that must be supported by the IP PBX vendor. Automatic call distribution is a tool that is a must when it comes to supporting a call center with 400 agents or more. ACD systems allow a call center to handle a large volume of incoming calls and distributes those calls to call center agents or specific employees. Genesys earned a relatively low score in this area as compared to Mitel, the high scorer in this area. However, Genesys scores high marks in supporting 400 agents. Connectivity to the current Avaya PBX system is another feature that must be supported with the new IP PBX vendor. Genesys scores a relative low score in this area, but Interactive Intelligence, Mitel, and Siemens have also scored low as well. Avaya scores an average score in this …show more content…

This includes email, chat, voice mail, IVR, outbound dial, CTI integration, URL browsing, and CRM support. Genesys scores very high marks on email, chat, voice mail, IVR, and URL browsing. IVR or interactive voice response is a system that interacts with callers to gather information and to route calls to specific employees or agents. The Genesys reports that their IVR system can improve customer experience by reducing live agent calls by 80%, increase automation rate by 10% with 1.5 million saved annually, and decrease agent talk time by 40% with their “intelligent” IVR system. The Genesys IVR system comparable to the Mitel and Siemens IVR systems, which also scored high marks as well however Genesys edges out the other two in the other categories. Computer telephony integration is feature that is also very important for the IP PBX system to support. CTI allows employees or agents to use their computer to initiate and manage calls. It also allows the computer to direct calls to the right department. The Genesys SoundBite CTI Connect platform has several features to help call center agent be productive at the workplace. Some of these features include screen pops, intelligent call routing, and dynamic call pacing into the contact

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