Need an Enterprise Class Phone System?

By Robin Wilding

'Enterprise Class' sounds cool enough to get an IT aficionado’s mouth watering, but do you really need an enterprise class system? It is human nature to over-reach when it comes to cool techy stuff—but since an enterprise class phone systems are extremely pricey be sure to ensure its what you need before you blow your budget.

The biggest difference between an enterprise-class system and a standard business-class system, other than the price, is in their features.

• A standard business-class system will come with features like:
• a PBX (or IP PBX)
• IVR/Auto-Attendant
• Voicemail
• Call hold/call park/call transfer
• An operator console
• An administration client
• Reasonable costing installation and service contracts
• Some customization
• Audio conferencing

An enterprise-class system will come with the above, and additional telecommunications intelligence features:

• Advanced call routing
• Call center agent client
• Call center supervisor client
• Call recording
• Advanced call reporting
• Mobile communications options
• Increased customization options
• Multi-site use and administration
• Support for mobile and telecommuting workers
• Application program interfaces (API/SDK)

If the above enterprise features are continuing to make you salivate—and the price of the system hasn't sent you running screaming from the room—then consider the following when evaluating enterprise-class solutions:

Difficulty of Administration

Enterprise-class systems have incredible options when administering and using their systems. With a single system image you can remotely administer thousands of users, a throng of different sites, multiple groups, presences and thousands of appliances. All of these options can do one of two things: empower you to better run your telecommunications department...or confuse the heck out of you. When evaluating solutions within the enterprise class you will want to look at what type of training comes with the systems, also because of the customization options and APIs you will want to purchase one with some kind of developer support or developer community.

Disaster Recovery

At some point there is going to be an earthquake, tsunami, major blackout—or if your HQ is in California it might become completely submersed in water before breaking off into the ocean—so ensure that your vendor has disaster recovery and failover options that are inline with your company's other IT disaster recovery policies.

Response Time

There is undoubtedly one user on your network that in sheer system ignorance will figure out how to crash the entire system with a single button. You probably are already picturing that person in your head, the one who floods IT with help desk tickets. WHEN this happens you will need immediate help from your vendor. So, before choosing a solution be sure to ask for references and do your research about their average response time. Also find out what your short-listed vendors' support communication policy is, over the phone, online chat, on-premise support, etc. Knowing these things is critical before you choose a solution.