| Bill,
I know I will get a bunch of flack from all of the VOIP Engineers and Salespeople about how great VOIP is, the cost benefits and ease of transition. I have been in this business for over 35 years and my two cents is before implementing any changes especially in a call center situation with multiple sites do a great cost benefit analysis and then compare it operationally to acceptible downtime and customer satisfaction as well as DR considerations. Legacy call centers are far more stable and feature enhanced then VOIP. Give it another year but let your senior management be aware of the possible problems. I have been an engineer for Nortel, worked for Vz for 13 years and ran the voice and data operation for six states of a large bank with several call center applications. I agree Nortel has some problems but they also make one of the most stable platforms out there. Good Luck |