How did the evolution of telecom circuit, packet, switched networks convinced some companies to switch into a VoIP

or packet-based or telecommunication system?

 

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Hi. I need a little assistance with a paper I’d like to write. I’m trying to put together a outline to get me

started but not sure where to start. This is the information I have to work with. I would like to use Siemens as my vendor.

To select an IP PBX solution for the new call center at a company’s headquarters based on the evaluation of the company’s needs and vendors’ VoIP product features. The Chief Information Officer (CIO) would like an 8- to 10-page document (double-spaced, font size 12) that addresses the following tasks.

After a numerical-matrix evaluation, select one solution from a list of vendors, containing features and capabilities to potentially meet your company’s requirements.
Justify your recommendation by writing an analysis that supports such a selection based on an overall evaluation of the product and the benefits it will bring to the company.

Following is the list of vendors for you to choose from.
Avaya
Genesys
Interactive Intelligence
Mitel
Siemens

Use the following check list to evaluate each vendor’s product.

Experience and Connectivity (40%)
Experience of the company – 5%
ACD based on Windows – 5%
Call Center includes 400 agents – 15%
Connectivity to current Avaya PBX – 15%
Multimedia Support (40%)
E-mail – 5%
Chat – 5%
Voice Mail – 5%
IVR – 5%
Outbound dial – 5%
CTI integration – 5%
URL Browsing – 5%
CRM support – 5%
Total cost 20%

 

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