Вы находитесь на странице: 1из 21

Enterprise Phone Systems

Comparison Guide

Focus Research
March 2010

Focus Research ©2010


Introduction

Internet Protocol (IP) telephony is increasingly replacing traditional PBX technologies at all types and sizes of companies. However, most businesses
can’t simply replace all of their incumbent telephony in one fell swoop. Instead, decision makers like you must look carefully at what’s available, what
you’ve got and what you need. Once you’ve surveyed the market and identified and prioritized your specific business needs, you’re challenged to craft
your best possible “short list” of candidates. And this Comparison Guide, designed for 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 Buyer’s Guide.

Our Focus Enterprise Phone Systems Comparison Guide is one of several research reports based on the
Focus Research Methodology, which is designed to support your entire purchasing process.

Phone Systems Market Primer — Want to know what an enterprise phone system is?

Enterprise Phone Systems Buyer’s Guide — Want help defining your requirements?

Enterprise Phone Systems Comparison Guide — Want help comparing?

Table of Contents

Comparison Methodology: Focus Buyer Type descriptions, comparison factors and how solutions/vendors are selected . . . . . . . p. 3
The Focus Short List: Candidates that Focus believes every buyer of Enterprise Phone Systems should consider . . . . . . . . . . . . . . . p. 6
The Focus Comparison Grids: Detailed comparisons of product, pricing and vendor considerations . . . . . . . . . . . . . . . . . . . . . . . . p. 8
Vendor Profiles: Thumbnail descriptions of included vendors. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . p. 19

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 2


Comparison Methodology

Buyer Types
As discussed in greater detail in the Focus Buyer’s Guide: Enterprise Phone Systems, the Focus research methodology identifies three basic Buyer
Types for business solutions such as enterprise telephony systems – Basic, Intermediate and Advanced.

B Basic Buyers I Intermediate Buyers A Advanced Buyers

Basic Buyers are those in search of simple Intermediate Buyers are those in search of Advanced Buyers are those in search of
solutions that support the most widely used relatively more complex solutions that support fairly complex solutions (including support for
traditional and IP telephony features, such greater capacities and more sophisticated multiple distributed sites and advanced call/
as modular installation and support for features such as support for unified contact center features) that enable increased
the Session Initiation Protocol (SIP). Such messaging, virtual private network (VPN) availability, automation, optimization and
buyers typically have limited IT resources and connections or enhanced security. Such integrated management. Solutions that meet
expertise. Many, but not all, Basic Buyers also buyers typically have some IT resources and the needs of Advanced Buyers can often
typically work at smaller companies supporting expertise, and may have experience with IP require extensive IT resources and expertise.
no more than 500 users. telephony solutions as well. Many Intermediate Many Advanced Buyers also work at larger
Buyers also work at midsize companies enterprises supporting from 2,500 to 10,000
supporting between 500 and 2,500 users. users or more.

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 3


Comparison Factors
In addition, members of every Buyer Type identified by Focus Research have three primary areas of concern when considering Enterprise Phone
Systems.
These are:
• Product considerations: including basic, intermediate and advanced product features and delivery platforms;
• Cost considerations: including price, fees, hidden costs and ROI analysis; and
• Vendor considerations: including vendor viability, support, services and consulting.

Vendor Selection
To be considered for inclusion in this Guide, solutions and their vendors must meet the following minimum requirements.

For Basic Buyers:


• Solutions must interoperate with incumbent voice communications systems and phones.
• Vendors must offer integration and consulting services, directly or through partners.

For Intermediate Buyers:


• Solutions must support integrated or optional application integration, unified communications (UC) and unified messaging.
• Solutions must support at least limited integration with incumbent third-party hardware, including PBXes and analog phones.

For Advanced Buyers:


• Solutions must support distributed/multisite deployments (and consolidated management).
• Solutions must support customer-driven customization via application programming interfaces (APIs) and/or included software development kit (SDK).
• Vendors must have at least two years’ experience supporting advanced environments.

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 4


Solutions and vendors found to meet these requirements were included in this Focus Comparison Guide based upon analysis and comparison of
product, cost and vendor considerations. Those solutions and vendors were also evaluated in terms of market prominence, after interviews and
discussions with industry analysts, other experts and users. Some of 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 craft the comparison grids in this Guide. For more
information, please contact the Focus research team.

You should keep in mind that this Guide is focused on solutions intended for enterprises that are typically larger and/or in need of more
sophisticated features than those required by small and midsize businesses (SMBs). Many SMBs are finding their voice communications needs
being well met by smaller and/or less comprehensive solutions than those featured here.

Some of the vendors featured in this Guide also offer solutions optimized for smaller companies and/or simpler deployments, as indicated by the
“Offers small business alternative?” column in the “Vendor Considerations” section of the comparison grid. Those offerings are not featured here, as
Focus does not consider them truly “enterprise-class” solutions. However, your company may have needs better met by the solutions discussed in
this Guide, even if your company is not a large enterprise. Focus recommends that you use its Market and Buyer Guides, along with relevant Briefs
and community discussion and your own resources, to identify and prioritize your business’ specific needs accurately and completely, and to best
determine the candidate solutions and vendors most likely to meet those needs.

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 5


The Focus Short List

The Short List (see next page) and comparison grids that follow present information about leading enterprise-class corporate telephony solutions and vendors
identified by Focus, organized by Buyer Type and the key considerations outlined above. Focus believes that the solutions and vendors on the Focus Short List offer
pricing, functionality and/or support features of particular interest to each associated Buyer Type.

The maturity of the telephone systems market means that there is often little differentiation among core feature sets. However, you should pay close attention to how those
features are implemented and supported, and to what other functions and features are available with the solutions and vendors you consider. And as you craft your own
specific short list, insist on “apples-to-apples” comparisons of features and pricing among the vendors and solutions that make that list.

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 6


F oc u s S h ort L ist K E Y P O I N T S
Type Of Buyer Best Product Bets Product Cost Vendor

Highly scalable, fully integrated system; Lower total cost of ownership (TCO) 13 years’ experience; offers support
ShoreTel IP Phone System more included features than many than most comparable systems, services online and via resellers
B competitors reports indicate

Basic Buyers Strong, highly customizable core feature $350-$500/user; varies with users, 40 years in telecommunications; parent
Toshiba Strata CIX 1200
Telephone System set; optional advanced applications server endpoints company founded in 1875

Up to 100,000 users/node; runs on Starts at $625/user for 1,500 ports; falls 26 years’ experience
Aastra Clearspan
Linux, IBM blade servers as capacity rises

Interactive Intelligence: Designed as a communications services $350-$1,000/user; varies with 15 years’ experience
Customer Interaction Center platform; hosted option available configuration, capacity
I
Intermediate Mitel 3300 IP Communications Platform/ Runs on proprietary Mitel or industry- Average price/user approximately $400, 100 locations in 90 countries;
Buyers Mitel Communications Director Software standard Linux servers; runs on VMware according to published reports 1,500 resellers/partners

Highly scalable, fully integrated system; Lower total cost of ownership (TCO) 13 years’ experience; offers support
ShoreTel IP Phone System more included features than many than most comparable systems, services online and via resellers
competitors reports indicate

Alcatel-Lucent: OmniPCX Enterprise Can handle more simultaneous calls Starts at $268/user in a 250-user 23 years’ experience
Communications Server than most; built on Linux servers configuration

A Comprehensive platform supporting Starts at $265/user; varies with capacity Founded in 2000; 8,700 Global Services
Advanced Avaya Aura Enterprise Edition standards-based integration with legacy and features selected employees, 32 support centers worldwide
Buyers systems

Strong support for mobility, presence, Appliance starts at $4,000; supports up 25-year networking veteran;
Cisco Unified Communications Manager
conferencing; hosted option available to 30,000 users per cluster 100,000+ UC users

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers Source: Focus, March 2010

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 7


The Focus Comparison Grids

P rod u ct co n sider atio n s : B A S I C fe at u res

continue
1 2 3 4
Buyer Hosted or Industry-optimized Web-based
Vendor: Product Solution Software-based IP PBX?
Types on-premise delivery? solutions available? management tool?

3Com: VCX V7000 platform I A On-premise Information not provided by vendor No; rack-mountable unit Yes

Aastra Technologies: Clearspan I A On-premise Yes Yes Yes

Alcatel-Lucent: OmniPCX
A On-premise Yes Yes Yes
Enterprise Communications Server

Avaya: Aura I A On-premise Yes Yes Yes

Cisco: Unified
A Both Yes Yes; rack mounting optional Yes
Communications Manager
Interactive Intelligence:
I A Both No Yes Yes
Customer Interaction Center
Mitel: 3300 IP Communications
Platform/Mitel Communications B I A On-premise No No; rack-mountable unit Yes
Director software
NEC: UNIVERGE Sphericall
I A On-premise No Yes No
IP-PBX with Web Services

NEC: UNIVERGE SV8500 A On-premise Yes No; rack-mountable unit Yes

ShoreTel: IP Phone System B I A On-premise Yes Yes Yes

Siemens: OpenScape
A On-premise No Yes Yes
Unified Communications Server

Taridium: ipbx v2 B I On-premise No Yes; rack or wall mounting optional. Yes

Toshiba: Strata CIX 1200


B I On-premise Yes No; self-contained base cabinet Yes
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+
Note: Nortel was purchased and 3Com is being acquired by HP; plans for Nortel and 3Com phone systems are in flux.

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 8


P rod u ct co n sider atio n s : B A S I C fe at u res ( co n ti n u ed )

5 6 7 8 9
Buyer Number of Number of Number of integrated
Vendor: Product Solution System capacity? Voice conferencing?
Types calls per hour? simultaneous calls? telephony services? ‡

Information not provided Information not provided Information not provided


3Com: VCX V7000 platform I A 2 - 50,000 devices Yes
by vendor by vendor by vendor

167,823 busy hour call attempts


Aastra Technologies: Clearspan I A 47 calls/second 200 1 - 100,000 users per node Yes
(BHCAs)

Alcatel-Lucent: OmniPCX
A 120,000 BHCCs 120,000 BHCCs 700 15,000 users per server Yes
Enterprise Communications Server

Information not provided "36,000 stations/


Avaya: Aura I A 500,000 30,000 Yes
by vendor 18,000 SIP endpoints/server"

Cisco: Unified
A 48,000 Unlimited 500 60,000 users No. Available as an add-on
Communications Manager
Interactive Intelligence:
I A 252,000 BHCAs 15,000 175 100 - 15,000 users Yes
Customer Interaction Center
Mitel: 3300 IP Communications
Platform/Mitel Communications B I A 14,400 250 500 10 - 65,000 users Yes
Director software
NEC: UNIVERGE Sphericall
I A 12,000 BHCAs Unlimited Hundreds 1 - 30,000 ports Yes
IP-PBX with Web Services

NEC: UNIVERGE SV8500 A 48,000 Unlimited 800 16,000 endpoints Yes

ShoreTel: IP Phone System B I A 50,000 BHCCs 5,000 150 1 - 10,000 users Yes

Siemens: OpenScape
A 252,000 BHCAs 15,000 300 100,000 users Yes
Unified Communications Server

Taridium: ipbx v2 B I 14,400 250 167 15 - 1,000 users per server Yes

Toshiba: Strata CIX 1200


B I 12,000 BHCAs Unlimited 300 1 - 1,000 users per system Yes
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

‡ services that link telephones and call management features to telephony-enabled computing applications
on a common enterprise network; key elements of computer-telephony integration (CTI)

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 9


P rod u ct co n sider atio n s : A D VAN C E D F E AT U R E S

continue
10 11 12 13
Buyer
Vendor: Product Solution API/SDK included? Built-in security? CRM integration? Soft phone client?
Types

Information not provided


3Com: VCX V7000 platform I A Yes Yes Yes
by vendor

Aastra Technologies: Clearspan I A Yes Yes Yes Yes

Alcatel-Lucent: OmniPCX
A Yes Yes Yes Yes
Enterprise Communications Server

Application and
Avaya: Aura I A Yes No. Available as an add-on Yes
SIP "enablement services"

Cisco: Unified
A Yes Yes Yes No. Available as an add-on
Communications Manager
Interactive Intelligence:
I A Yes Yes Yes Yes
Customer Interaction Center
Mitel: 3300 IP Communications
Available through Yes (via Mitel
Platform/Mitel Communications B I A No. Available as an add-on No. Available as an add-on
Mitel Solutions Alliance (MSA) Communications Director)
Director software
NEC: UNIVERGE Sphericall
I A Yes Yes No Yes
IP-PBX with Web Services

NEC: UNIVERGE SV8500 A Yes Yes Yes Yes

ShoreTel: IP Phone System B I A Yes Yes Yes Yes

Siemens: OpenScape
A Yes Yes Yes No. Available as an add-on
Unified Communications Server

Taridium: ipbx v2 B I Yes, for CRM Yes No. Available as an add-on No. Available as an add-on

Toshiba: Strata CIX 1200


B I Yes Yes Yes Yes
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 10


P rod u ct co n sider atio n s : A D VAN C E D F E AT U R E S ( co n ti n u ed )

continue
14 15 16 17
Buyer Supports third-party Supports multiple Unified messaging Unified Communications
Vendor: Product Solution
Types IP phones? office sites? included? suite included?

3Com: VCX V7000 platform I A Yes Yes Yes Yes

Aastra Technologies: Clearspan I A Yes Yes No. Available as an add-on No. Available as an add-on

Alcatel-Lucent: OmniPCX
A Yes Yes No. Available as an add-on No. Available as an add-on
Enterprise Communications Server

Avaya: Aura I A Limited to SIP phones Yes Yes No. Available as an add-on

Cisco: Unified
A Yes Yes Yes No. Available as an add-on
Communications Manager
Interactive Intelligence:
I A Yes Yes Yes (optional) Yes
Customer Interaction Center
Mitel: 3300 IP Communications
Yes, through Mitel
Platform/Mitel Communications B I A Yes Yes Yes
Solutions Alliance (MSA)
Director software
NEC: UNIVERGE Sphericall
I A Yes Yes Yes Yes
IP-PBX with Web Services

NEC: UNIVERGE SV8500 A Yes Yes No. Available as an add-on No. Available as an add-on

ShoreTel: IP Phone System B I A Yes Yes Yes Yes

Siemens: OpenScape
A Yes Yes Yes Yes
Unified Communications Server

Taridium: ipbx v2 B I Yes Yes Yes No

Toshiba: Strata CIX 1200


B I Limited to SIP phones Yes, via networked systems Yes Yes
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 11


P rod u ct co n sider atio n s : A D VAN C E D F E AT U R E S ( co n ti n u ed )

18 19 20
Buyer
Vendor: Product Solution VPN? Video conferencing? Web conferencing?
Types

3Com: VCX V7000 platform I A Information not provided by vendor Yes Yes

Aastra Technologies: Clearspan I A Yes No. Available as an add-on No. Available as an add-on

Alcatel-Lucent: OmniPCX
A No. Available as an add-on No. Available as an add-on No. Available as an add-on
Enterprise Communications Server

Avaya: Aura I A Yes No. Available as an add-on No. Available as an add-on

Cisco: Unified
A Yes No. Available as an add-on No. Available as an add-on
Communications Manager
Interactive Intelligence:
I A Yes No. Available as third-party add-on No
Customer Interaction Center
Mitel: 3300 IP Communications
Platform/Mitel Communications B I A No. Available as an add-on No. Available as an add-on Yes
Director software
NEC: UNIVERGE Sphericall
I A Yes No. Available as an add-on No. Available as an add-on
IP-PBX with Web Services

NEC: UNIVERGE SV8500 A Yes No. Available as an add-on No. Available as an add-on

ShoreTel: IP Phone System B I A Yes Yes Yes

Siemens: OpenScape
A No No. Available as an add-on No. Available as an add-on
Unified Communications Server

Taridium: ipbx v2 B I Yes Limited No

Toshiba: Strata CIX 1200


B I Yes Yes Yes
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 12


P rod u ct co n sider atio n s : B u ilt- i n I P T elep h o n y F e at u res

continue
21 22 23 24
Buyer Advanced business Hotel communications Auto-attendant Contact/call center
Vendor: Product Solution
Types communications services? services? services? services?

Information not provided Information not provided


3Com: VCX V7000 platform I A Yes Yes
by vendor by vendor

Aastra Technologies: Clearspan I A Yes No. Available as an add-on Yes No. Available as an add-on

Alcatel-Lucent: OmniPCX
A Yes Yes Yes Yes
Enterprise Communications Server

No. Available as a
Avaya: Aura I A Yes Yes Yes
third-party add-on

Cisco: Unified
A Yes No. Available as an add-on No. Available as an add-on No. Available as an add-on
Communications Manager
Interactive Intelligence:
I A Yes No Yes Yes
Customer Interaction Center
Mitel: 3300 IP Communications
Limited. Additional
Platform/Mitel Communications B I A No. Available as an add-on Yes No. Available as an add-on
features available
Director software

NEC: UNIVERGE Sphericall Limited. Full functionality


I A Yes No. Available as an add-on Yes
IP-PBX with Web Services available as an add on

NEC: UNIVERGE SV8500 A Yes Yes Yes Yes

Limited. Additional
ShoreTel: IP Phone System B I A Yes. Available via Yes Yes
features available

Siemens: OpenScape
A Yes No. Available as an add-on Yes Yes
Unified Communications Server

No. Available as a
Taridium: ipbx v2 B I No Yes Yes
third-party add-on

Toshiba: Strata CIX 1200


B I Yes No. Available as an add-on Yes No. Available as an add-on
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 13


P rod u ct co n sider atio n s : B u ilt- i n I P T elep h o n y F e at u res ( co n ti n u ed )

continue
25 26 27 28
Buyer Emergency Call recording Mobile
Vendor: Product Solution Fax server?
Types services? and reporting? communications?

Information not provided


3Com: VCX V7000 platform I A Yes Yes Yes
by vendor

Aastra Technologies: Clearspan I A Yes Yes Yes Yes

Alcatel-Lucent: OmniPCX
A Yes Yes No. Available as an add-on Yes
Enterprise Communications Server

No. Available as a
Avaya: Aura I A Yes Yes Yes
third-party add-on

Cisco: Unified
A No. Available as an add-on Yes Yes Yes
Communications Manager
Interactive Intelligence:
I A Yes Yes Yes Yes
Customer Interaction Center
Mitel: 3300 IP Communications
Limited. Full functionality
Platform/Mitel Communications B I A No. Available as an add-on No. Available as an add-on Yes
available as an add-on
Director software

NEC: UNIVERGE Sphericall Limited. Full functionality


I A Yes Yes No. Available as an add-on
IP-PBX with Web Services available as an add-on

No. Available as a
NEC: UNIVERGE SV8500 A Yes No. Available as an add-on No. Available as an add-on
third-party add-on

No. Available as a
ShoreTel: IP Phone System B I A Yes Yes Yes
third-party add-on

Siemens: OpenScape
A Yes Yes Yes Yes
Unified Communications Server

Taridium: ipbx v2 B I No. Available as an add-on Yes Limited; fax-to-email only Yes

Toshiba: Strata CIX 1200


B I Yes No. Available as an add-on No. Available as an add-on No. Available as an add-on
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 14


P rod u ct co n sider atio n s : B u ilt- i n I P T elep h o n y F e at u res ( co n ti n u ed )

29 30 31 32
Buyer Multiple language
Vendor: Product Solution Text-to-speech? Operator console? Voice mail?
Types support?

3Com: VCX V7000 platform I A Yes Yes Yes Yes

Aastra Technologies: Clearspan I A Yes No. Available as an add-on No. Available as an add-on No. Available as an add-on

Alcatel-Lucent: OmniPCX
A Yes No. Available as an add-on Yes Yes
Enterprise Communications Server

Avaya: Aura I A Yes Yes Yes Yes

Cisco: Unified
A Yes No. Available as an add-on No. Available as an add-on No. Available as an add-on
Communications Manager
Interactive Intelligence:
I A Yes Yes Yes Yes
Customer Interaction Center
Mitel: 3300 IP Communications
Platform/Mitel Communications B I A Limited No. Available as an add-on Yes Yes
Director software
NEC: UNIVERGE Sphericall
I A Yes No. Add-on in development Yes Yes
IP-PBX with Web Services

NEC: UNIVERGE SV8500 A Yes No. Available as an add-on No. Available as an add-on No. Available as an add-on

No. Available as a
ShoreTel: IP Phone System B I A Yes Yes Yes
third-party add-on

Siemens: OpenScape
A Yes Yes Yes Yes
Unified Communications Server

No. Available as a
Taridium: ipbx v2 B I Limited No. Available as an add-on Yes
third-party add-on

Toshiba: Strata CIX 1200


B I Limited Yes No. Available as an add-on No. Available as an add-on
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 15


P rod u ct co n sider atio n s : pl atform
33 34 35 36
Buyer Distributed a Operating
Vendor: Product Solution Supports SOA? Server?
Types rchitecture? system?

3Com: VCX V7000 platform I A Yes Security-hardened Linux No IBM X-Series

Aastra Technologies: Clearspan I A Yes Linux Yes IBM HS21 Blade servers

Alcatel-Lucent: OmniPCX Industry-standard


A Yes Red Hat Linux Yes
Enterprise Communications Server Linux platforms

Avaya: Aura I A Yes Red Hat Enterprise Linux Yes Avaya S800 series

Cisco MCS 7800 Series


Cisco: Unified Media Convergence Servers,
A Yes Linux and Microsoft Windows No
Communications Manager B-series Unified Computing
blade servers

Interactive Intelligence: Industry-standard


I A Yes Microsoft Windows Server 2003 Yes
Customer Interaction Center WinTel server

Mitel: 3300 IP Communications


Mitel 3300 Controllers;
Platform/Mitel Communications B I A Yes Mitel Standard Linux Yes
HP, IBM, Sun servers
Director software

NEC: UNIVERGE Sphericall Industry-standard


I A Yes Microsoft Windows Server 2003 Yes
IP-PBX with Web Services Intel Pentium servers

Proprietary server with


NEC: UNIVERGE SV8500 A Yes Linux Yes
redundant CPU, power

Information not provided


ShoreTel: IP Phone System B I A Yes Windows and Linux Yes
by vendor

Siemens: OpenScape Industry-standard


A No Linux Yes
Unified Communications Server 64-bit systems

Industry-standard
Taridium: ipbx v2 B I Yes Red Hat Linux No
Intel Pentium servers

Toshiba: Strata CIX 1200


B I Yes Proprietary embedded OS No Self-contained base cabinet
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 16


C ost C o n sider atio n s
1 2 3 4 5
Buyer Integrates with Supports incumbent Supports incumbent Payment model
Vendor: Product Solution Base price?
Types incumbent PBX? third-party hardware? analog phones? options

Information not provided


3Com: VCX V7000 platform I A Yes Yes Yes License
by vendor

$625/user at 1,500 ports;


Aastra Technologies: Clearspan I A falls as capacity increases Yes Yes Yes License
to $425/user

Alcatel-Lucent: OmniPCX $268/user in a Information not provided Information not provided Information not provided
A License
Enterprise Communications Server 250-user configuration by vendor by vendor by vendor

$265-$320/user depending
Avaya: Aura I A Yes (at least Nortel) Yes (at least Nortel) Yes License
on features and capacity

Cisco: Unified
A Appliance starts at $4,000 Yes Yes Yes License, hosted
Communications Manager
Interactive Intelligence:
I A $350 - $1,000/user Yes Yes Yes License
Customer Interaction Center
Mitel: 3300 IP Communications
Information not provided Yes, through SIP and Mitel Yes, through SIP and Mitel Yes, through Mitel Solutions
Platform/Mitel Communications B I A License
by vendor Solutions Alliance (MSA) Solutions Alliance (MSA Alliance (MSA)
Director software

NEC: UNIVERGE Sphericall Starts at $101/user


I A Yes Yes Yes License
IP-PBX with Web Services each year

$166.44/user for 500 users;


NEC: UNIVERGE SV8500 A Yes Yes Yes License
$140.20/user for 1,000 users

Information not provided Yes — SIP phones and


ShoreTel: IP Phone System B I A Yes Yes License
by vendor legacy PBXes

Siemens: OpenScape Starts at $5,000


A Yes Yes Yes License
Unified Communications Server (for UC Server alone)

$499/single-server unlimited-
user license; $25-$129 each
Taridium: ipbx v2 B I Yes Yes Yes License
for additional feature modules
(via online store)

Toshiba: Strata CIX 1200 $350 to $500/user; varies


B I Yes Yes Yes License
Telephone System with endpoint device

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 17


Ve n dor C o n sider atio n s
1 2 3 4
Buyer Length of time Offers small business Support services
Vendor: Product Solution How purchased?
Types in business alternative? available?

3Com: VCX V7000 platform I A 30 years (before HP acquisition) Yes Resellers Directly and through channel partners

Direct and indirect channel


From "services partners" BSL Telephony
Aastra Technologies: Clearspan I A 26 years Yes partners, dealers, resellers,
Services, Datatrend and Static Power
telephone companies (US only)

Alcatel-Lucent: OmniPCX
A 23 years Yes 2,100 "business partner" resellers Through 2,100 "business partners"
Enterprise Communications Server

Avaya (and trained/certified Directly and through integrators


Avaya: Aura I A 9 years Yes
Nortel) resellers and service providers

Directly (for companies with


Cisco: Unified Directly and through
A 25 years No Direct Purchasing Agreements)
Communications Manager certified channel partners
and though channel partners

Interactive Intelligence: Directly (hosted version) and through Packaged professional and
I A 15 years Yes
Customer Interaction Center resellers (premise-based version) support services offered directly

Mitel: 3300 IP Communications


Directly and through
Platform/Mitel Communications B I A 36 years Yes Resellers
channel partners
Director software

Systems integration and


NEC: UNIVERGE Sphericall Direct sales offices and
I A 15 years No development services via NEC
IP-PBX with Web Services authorized dealers
Unified Solutions in North America

Systems integration and


Direct sales offices and
NEC: UNIVERGE SV8500 A 15 years No development services via NEC
authorized dealers
Unified Solutions in North America

Online services directly and in-person


ShoreTel: IP Phone System B I A 13 years Yes More than 750 global resellers
services via resellers and consultants

Online training and support offered to


Siemens: OpenScape
A 162 years Yes Resellers users and channel partners directly; other
Unified Communications Server
services offered through resellers

One year of email support &


maintenance included with product;
Directly via online store; also
Taridium: ipbx v2 B I 2 years Yes additional one-year packages available @
through resellers and consultants
$250; other services offered by Taridium
Professional Services and partners

Toshiba: Strata CIX 1200


B I 70 years Yes Resellers Through resellers
Telephone System

B   Basic Buyers  I   Intermediate Buyers  A   Advanced Buyers * Small = 1-100, midsize = 101-500, small enterprise = 501-2,500, enterprise = 501-10,000+

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 18


Vendor Profiles

Aastra Technologies Alcatel-Lucent Avaya Cisco Interactive Intelligence Mitel

• Offers both IP-based • Incorporated and • Acquired Nortel Networks’ • Originators of the • Solutions focused on • Partnering with VMware to
and traditional business headquartered in France; enterprise solutions business multi-protocol network integrated communications offer virtualized voice services
and residential telephony operates in 130 countries in December 2009 router in the 1980s and relationship management • Also offers voice/data
solutions • Bell Labs unit holds more • Aura to link legacy, VoIP • Invests more than $5 billion • Also offers solutions for network design, traffic
• Also offers a range of than 26,000 patents, more solutions and infrastructure annually in research and contact centers and business provisioning, application
SIP-compliant telephones than 2,700 obtained in 2008 elements to services development (R&D) process automation development services
• For more information: • For more information: • For more information: • For more information: • For more information: • For more information:
www.aastra.com www.alcatel-lucent.com www.avaya.com www.cisco.com www.inin.com www.mitel.com

NEC ShoreTel Siemens Taridium 3Com Toshiba

• UNIVERGE IP architecture • Focused exclusively on IP • Enterprise Communications • Offers IP PBXes, managed • The VCX V7000 runs on • Telecommunication Systems
specifically designed to unify telephony and unified group claims to be leading VoIP services, unified voice “security-hardened” Linux Division offers range of
multimedia networks communications (UC) provider in global telephony mail and mobile IP PBX and IBM System x servers IP telephony solutions (8-
• Now expanded to support solutions market access • HP announced plans to 1,200 ports)
incorporation of CRM • Named by Synergy Research • Also offers extensively • Consulting team claims more acquire 3Com in November • Offers industry’s only seven-
and other key business as market-leading provider customizable, widget-based than 30 years’ combined 2009, but made no mention of year manufacturer’s extended
applications of SMB/mid-market UC IP telephony solutions for VoIP experience 3Com’s IP telephony solutions warranty
• For more information: solutions for 6 consecutive SMBs • For more information: • For more information: • For more information:
www.nec.com years • For more information: www.taridium.com www.3com.com www.telecom.toshiba.com
• For more information: www.siemens.com
www.shoretel.com

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 19


Others Worth Watching

Digium Google M5 Networks

• This company is the commercial force behind Asterisk, • The company best known for online search and targeted • This company specializes in what it calls “voice as a
the most widely used comprehensive open source advertising already offers a suite of services known as service.” The M5 delivery model combines hosted PBX
platform for IP telephony in the world. Digium offers Google Voice. The company also acquired VoIP startup services (largely powered by Cisco technologies) with
Switchvox IP PBX solutions that support up to 400 Gizmo 5 in November 2009, and offers an expanding point-to-point, redundant connections between host and
users and 75 concurrent calls, with free trial editions suite of collaboration services under the Google Docs customer facilities (Verizon T-1 links with DSL backup).
available. The company also offers Asterisk software and Google Apps banners. Google has also launched This approach provides high levels of reliability and
and Digium hardware components with which users a self-branded wireless handset based on the Android redundancy, according to the company.
and/or integrators can build customized solutions for IP operating system already at the heart of wireless • In addition, M5 offers integration with CRM applications
telephony and other applications. smartphones from multiple manufacturers and carriers. using a Web services adapter, rather than the Microsoft
• Focus believes Digium and Asterisk solutions can offer • Focus believes that Google may have no plans to Telephony Application Programming Interface (TAPI)
significant economy and other advantages to users able offer full-blown IP telephony services to businesses. used by many other vendors. The M5 approach makes
and willing to “roll their own” solutions. However, those However, Focus also believes that Google is taking the CRM integration effectively cloud-based, avoiding
users must assess their needs and “thresholds for pain” voice services seriously, and that its initiatives could the support problems that can accompany the client-
carefully, to determine if the potential advantages are worth result in offerings that create new support and based TAPI approach, according to M5.
the extra work required. Some of that work may involve the integration challenges to business decision makers. • For more information: www.m5net.com
services of paid consultants and/or integrators, which may • For more information: www.google.com
shift cost/benefit calculations considerably.
• For more information: www.digium.com

Focus believes that effective voice-CRM integration can reduce call Several other vendors, notably Altigen, AT&T, Fonality, Qwest and
durations and customer wait times and increase customer satisfaction. Verizon Business, have relevant offerings in this market. However,
Users pursuing or considering integration of IP-based voice services despite repeated requests from Focus, these vendors were unable to
with CRM or other applications should watch M5’s progress, and supply sufficient, timely information to make meaningful comparisons
question other candidate vendors about their approaches to integration or analysis possible. Focus will try to include these vendors and their
and strategic voice services. offerings in future updates to this Comparison Guide.

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 20


About Focus Research

Each year U.S. businesses spend more than $75 trillion* on goods and services. And yet there has not been a definitive source of trustworthy and
easily accessible information to support business buyers and decisions makers — especially those in small and midsize businesses. Filling this gap
is the mission of Focus Research.

Through its Research Guides, Focus Research empowers buyers to make considered purchases and decisions. Focus does this by providing freely
available, actionable advice based on the expertise of other buyers, recognized experts and Focus analysts.

Guiding Principles
Our goal is not only to provide independent and high-quality research but also to deliver a new research model that serves all businesses.

Open: We believe information must be set free. The data, advice and Relevant: We believe there is no “one-size-fits-all” answer to a
research on Focus are widely distributed and available to everyone business purchasing decision. Focus Research is, therefore, designed
to address specific concerns of multiple buyer types across multiple
Peer-powered: We believe in the power of many. Thousands of buyers
industries. As such, users are encouraged to combine our different
and experts contribute their expertise to Focus every day. Our job is to
research deliverables into tailor-made packages that effectively
take their insights and integrate them into our research.
address their unique needs and goals.
Practical: We believe in addressing everyday issues facing businesses.
Focus Research does not pontificate on high-level trends or promote
broad-based research agendas. Rather, Focus Research endeavors
to provide specific, actionable recommendations that help businesses
make the right decision every time.

* Source: Visa, Inc. Commercial Consumption Expenditure Index fact sheet.

Focus  /  Comparison Guide  /  Enterprise Phone Systems Focus Research ©2010 21