NETW250 course project week 4.docx - COURSE PROJECT IP-PBC...

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COURSE PROJECT: IP-PBC RFP VENDOR SELECTION Course Project: IP-PBX RFP Vendor Selection NETW 250 Professor Stephen Ichatha Jacob Toth 1
COURSE PROJECT: IP-PBC RFP VENDOR SELECTION Course Project Vendor Selection In order to have an efficient and effective call center, an effective system must be taken into effect, or deployed. After evaluating the needs for the company, T.H.N.X company, and its needs in regards to an IP PBX solution, and some diligent research into the topic, I have come to the conclusion that the IP PBX solution would have to be with Avaya IP Office. I have come to this decision because of Avaya’s experience and connectivity that it provides; additionally, with their Multimedia support and Total cost of the system. Avaya is an American multinational technology company, where its headquarters is located in Santa Clara, California. This is where it provides multi-channel business communication solutions for customers and team engagement. Avaya currently services about 95% of the Fortune 500 organizations at over 1 million customers at locations around the world. Their worldwide operations being divided by five regions consisting of: Asia Pacific, Caribbean, Latin America, Europe, Middle East & Africa, United States and Canada. Located below will be the table with key aspects regarding the contact-center packages for Avaya. Avaya Total contact center seats shipped (all products), per vendor 6 to 8 million (25,000 contact centers globally) Contact center package, version reviewed Interaction Center 7.0 Contact Center Express 2.1 Contact center server(s) required Sun Solaris, IBM AIX, and/or Windows Windows DBMS Oracle or IBM DB2 SQL server; customer- MS SQL Server; customer- provided 2
COURSE PROJECT: IP-PBC RFP VENDOR SELECTION provided Typical/avg no. agents per contact center 100-200 50-100 Max agents per contact center 5,200 150 Est. percent new systems shipping with 30% multiple

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