P PBX (Internet Protocol – Private Branch Exchange)

 

The company needs and vendor selection for IP PBX showed that Avaya is more preferred as compared with other vendors. The Avaya will provide better VoIP product services that meet the required features and capabilities of the new call center at the company’s headquarters. The detailed analysis for the selection of this vendor as the best option is discussed in the following section of this paper. The analysis covers the company needs and vendor selection in terms of the total cost of ownership, product features, scalability, training possibilities, vendor support, performance and reliability of the solution respectively.

Total cost of ownership

Avaya, unlike other vendors, has almost 50 percent of total cost of ownership in terms of the market share within the routing contact. The vendor therefore offers stability associated well-built products plus service revenues in addition to the large installed base. This large installed base can be used to sell extra products and services.

Product features

Avaya has products with excellent connectivity with ACD based on windows. It has call center with the highest number of agents as compared with all other vendors. It also has the highest level of current connectivity with the with the Avaya PBX than other venders. Avaya also has products with the highest number of email features, charts, leading multimedia support, voicemail IVR, outbound dial, and CTI integration.  It also has products with the leading URL browsing and CRM support. However, both Avaya and Mitel have the same level of URL browsing and the same level of CRM support with the interactive intelligent. In addition, both Avaya and Siemens lead in the level of outbound dial. Therefore Avaya has exceptional features more so in terms of mobility as well as integration capabilities with other solutions. Its support for Multimedia, email, chat, IVR, voicemail and URL browsing is also exemplary and supersedes those of the competitor vendors and explained above.

 

Scalability

All the products of Avaya ranging from hardware and software have strong scalability. The software products, for instance, are scaled in such a way that they eliminate the requirement for expensive voice boards.  The product is also less expensive and simpler to scale for the purpose of meeting the requirements of large sized organizations in addition to thousands of clients or users. The products offered are also cost efficient in terms of recovery of disaster and elimination of many points of breakdown for enhanced reliability.

The multi facet features of Avaya also make it has dramatic scalability enhancement for high efficiencies of operation in terms of call recording per hour, simultaneous IVR plays, Concurrent IVR calls and concurrent charts. There is also high efficiency operation in terms of other criteria like ACD On hold simultaneous plays and concurrent recordings on the screen. This means that Avaya has the most excellent scalability for all vendor criteria.

Training possibilities

The fact that Avaya has approximately half of the market share ahead of all other vendors means that many agents and clients understand it better. This also implies that it has the highest possibility of training for agents. The Avaya Company is also the most experienced and this places it in the best position of training its agents better than others although it has the same level of experience as compared with that of Siemens. From the numerical evaluation matrix, Avaya and Siemens have the highest rating in the ACD based windows. Since windows are easier to learn as compared with other platforms such as Linux, this also places Avaya to be better placed in training their agents in the easiest way. The fact that it also has more features of email and URL browsing implies that Avaya can be able to train their agents in a more flexible and easy way irrespective of their geographical location as long as they are connected through internet. In other words, the level of training in Avaya is higher in terms of knowledge and skills given that agents who are to be trained will gain more knowledge and skills for products with the highest number of features than other vendors.

Vendor support

Avaya has good vision for controlling enablement in communication for the plat form of agile which is to expand the service delivery model for reliable customers across several domains of interaction for customers. This expansion of customer service is to take place, whether external or within the usual, planned contact center setting as well as across a number of communication and teamwork solution groups for vendors. The vendor support is also evident in Avaya than in other vendors because of high level of customer relationship management (CRM) support shown by the highest numerical rating in the evaluation matrix of vendor criteria. This means that Avaya has high quality of support for its customers in terms of service delivery. As part of vendor support to customer, Avaya offers installation and support service solutions that go with their own setting. The company also uses the product road map contact center to offer comparatively smooth migration way for Nortel and Avaya heritage customers, evolving to a sole, succeeding generation contact center for both net fresh customers as well as legacy customers

Performance

Avaya appears to be an exceptional performer in every facet. Its commendable video conferencing capabilities can be accredited to the latest acquisition of Radvision Scopia which expands the video experience to well-liked platforms like iOS, Windows and Android. By means of a wide array of IPT/UC alternatives to select from, Avaya has a strategic position as both the favored UC platform of selection for IPT consumers as well as a reasonable option for the installation of integrated UC solution in partnership with different non-Avaya IPT platforms. Considering various criteria such as high level of connectivity, high level of multimedia support, high level of support for email features, chartings, voice mails, interactive voice responses(IVR) among others is also a clear indication that Avaya offers  high level of service performance for its clients.

 Reliability of the solution

Avaya is generally more reliable in many aspects of service provision ranging from connectivity, service availability, and online communication features such as emails, efficiency, throughput, scalability and performance in general. The vendor criteria shown in the evaluation matrix places Avaya a head of any other vendor in terms of nearly all performance criteria that can be used to determine the degree of reliability for the vendor.  Reliability can also be seen in terms of market share where we can see that Avaya has almost fifty percent of market share which can be evaluated using the total cost of ownership as mentioned earlier. This level of reliability makes the company sure of making reasonable profit due to high expected sales for services and other company hardware and software to the clients.

Evaluation summary

The summary of the above analysis can be looked at in terms of viability, strategy, availability and channel. The Amaya vendor viability is such the generated profit has a lot of experience in the field and will exist in the market for a long period of time. In terms of strategy, the Amaya is committed to the present product and comprises of well documented principles for future product and portfolio product. The availability of Amaya or its reach

 


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