l product directory


Telephone Systems
There are five types of telephone systems used in enterprise communications: PABXs and ACDs, centrex services, PC-based telephone systems, LAN-based telephone systems and key systems. A directory of vendors of systems in each of the first four categories follows.


Consulting Projects Involving Telephone Systems
Occidental Communications has undertaken numerous consulting engagements involving telephone systems, with and without ACD functionality. Projects have included user requirements analysis, system specification and acquisition via requests for tender, network design analysis, networking dissimilar PABXs, traffic analysis, numbering plan preparation, service audits, analyses of communications management and advising on the future of telephone systems.


PABXs and ACDs
Used for over half a century, PABXs continue to be the backbone of enterprise voice communication, although a number of alternative technologies now vie for a slice of this pie (see below). In the call centre, the core technology is the automatic call distributor (ACD), which is provided by PABXs with this capability, stand-alone ACDs as well as some of the alternative technologies.


International Product Directory
International Directory - PABXs and ACDs including global distribution


ANZ Product Directory - PABXs and ACDs



BusinessPhone from Aastra
PABX for small to medium-sized enterprises

MX-ONE Telephony Switch (formerly named MD110) from Aastra
PABX with ACD capability, Aastra's Solidus e-Care CTI product provides more comprehensive ACD capability


OpenCom from Aastra
small to medium-sized PABX



OmniPCX Enterprise and OmniPCX Office from Alcatel-Lucent
PABXs with ACD capability



CallCenter from Aspect Software
ACD

Spectrum (formerly named FirstPoint Enterprise 2002) from Aspect Software
ACD offering comprehensive capability with IVR capabilities, CTI capabilities, agent-initiated audio call recording, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents

FirstPoint Business Edition (formerly named Transend) from Aspect Software
Product discontinued


CallCenter from Aspect Telecommunications
Concerto Software acquired Aspect Telecommunications in 2005 and subsequently renamed itself Aspect Software.


System 75 from AT&T
AT&T spawned Lucent Technologies in 1996 which, in turn, spawned Avaya in 2000. The System 75 was renamed Definity and subsequently renamed Communication Manager.



Communication Manager (formerly named Definity) from Avaya
PABX with comprehensive ACD capability

Meridian 1 from Avaya
PABX with comprehensive ACD capability

Index from Avaya
Small to medium-sized PABX with ACD capability


FirstPoint Enterprise and FirstPoint Business Edition from Concerto Software
Concerto Software was renamed Aspect Software and FirstPoint Business Edition was subsequently discontinued.


BusinessPhone (formerly named BP250) and MX-ONE Telephony Switch (formerly named MD110) from Ericsson
Ericsson's enterprise telephony division was acquired by Aastra in 2008. (Ericsson still manufactures telephone exchanges and other products).


9600 and F600 from Fujitsu
Products discontinued


iSDX from GPT
GPT was acquired by Siemens and the iSDX was subsequently renamed the Realitis and more recently discontinued.


CBX from IBM
IBM's PABX division was sold to Siemens and the CBX merged into what was to become the Hicom. IBM still manufacturers computers and other products.


System 75 from Lucent Technologies
Lucent Technologies spawned Avaya in 2000 and the System 75 was then renamed Definity and subsequently renamed Communication Manager.


SX range from Mitel
Mitel PABXs are no longer distributed in Australia or New Zealand.



Univerge SV8500, SV8300 and SV8100 from NEC
PABXs with ACD capability, NEC partners with Genesys to provide more comprehensive ACD capability


Meridian 1 from Nortel
Following Nortel's bankruptcy in 2009, Nortel's enterprise telecommunications division was acquired by Avaya.



KX-TDA (formerly the TD 500) from Panasonic
PABX for small to medium-sized enterprises


Sopho from Philips
Philips withdrew its Sopho PABX from the Australasian market and subsequently transferred this division to NEC Philips, a joint venture with NEC. Philips continues to manufacture light bulbs, razors, toasters, medical equipment and other products.


FirstPoint Enterprise and FirstPoint Business Edition from Rockwell
Rockwell's ACD division was acquired by Concerto Software in 2004, subsequently renamed Aspect Software and FirstPoint Business Edition was subsequently discontinued. (Rockwell still manufactures space shuttles and other products.)


CBX from Rolm
Rolm was acquired by IBM in 1984 and sold to Siemens in 1993. The CBX merged into what has become the Hicom.



OfficeServ (formerly the DCS) from Samsung
PABX with ACD capability



Hicom from Siemens
PABX with ACD capability


Coral from Tadiran Telecom
Tadiran Telecom's PABXs are no longer distributed in Australasia.


Centrex
Centrex is the provision of enterprise voice communications from telco exchange equipment as a managed service. Compared to a premise-based system, centrex has the advantages of requiring less operational management and being highly scalable, but may be more expensive, offered from only some exchanges and may be subject to perplexing restrictions.


ANZ Service Directory - Centrex
Australian and New Zealander customers each have a choice of two centrex services.



Primus Centrex from Primus Telecommunications
Centrex service available within 500 km of Adelaide, Brisbane, Melbourne, Perth and Sydney, with ACD capability



Centrex from Telecom New Zealand
Centrex service available throughout New Zealand with ACD capability



Spectrum from Telstra
Centrex service with ACD capability



Gateway from TelstraClear
Centrex service with ACD capability


LAN-based Telephone Systems
Although the terms UnPABX and UnPBX are often applied to both LAN-based telephone systems and PC-based telephone systems, these are architecturally totally different. LAN-based telephone systems carry voice through an IP or ATM LAN between telephony-enabled PCs and/or IP or ATM handsets. As with PC-based telephone systems, LAN-based telephone systems use a telephony window to provide the functional user interface, and many offer a number of integral capabilities.


International Product Directory
International Directory - LAN-based Telephone Systems including global distribution


ANZ Product Directory - LAN-based Telephone Systems



MX-ONE from Aastra
LAN-based telephone system with integral ACD, IVR, voice mail, CTI, predictive dialling, audio call recording capability, collaborative browsing using both voice through the Internet and callbacks, routing of e-mails to agents and text chat.



Avaya IP Office (formerly named ECLIPS) from Avaya
LAN-based telephone system with IVR capabilities and, by incorporating Avaya CTI, optional CTI, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.



Call Manager from Cisco
LAN-based telephone system with ACD, integral voice mail, desktop, personal CTI facilities, collaborative browsing using both voice through the Internet and callbacks (using CCS), routing of e-mails to agents (using CEM) and text chat (using CCS).


CosmoCall from CosmoCom
No longer distributed in New Zealand.



innovaphone from innovaphone, distributed by Integrated Wireless
LAN-based telephone system with integral auto attendant, voice mail with unified messaging, personal and enterprise CTI facilities and audio call recording.



3300 from Mitel
LAN-based telephone system with integral voice mail, auto attendant and agent-initiated audio call recording and that can incorporate SX 2000 circuit cabinets.



Communications Server 1000 (formerly named Succession CSE 1000) from Avaya
LAN-based telephone system with ACD, integral telephony window, personal CTI facilities, collaborative browsing using callbacks, routing of e-mails to agents and text chat.



HiPath 5500/5300 from Siemens
LAN-based telephone system with integral desktop.


PC-based Telephone Systems
Often referred to as an UnPABX or UnPBX, a PC-based system is functionally the same as a PABX except that it is housed in a server chassis, uses analogue handsets and provides the functional user interface via a telephony window on the user's PC. Such systems typically offer a number of capabilities that, with PABXs and centrex typically require third-party components, as integral capabilities. However, like the all-in-one stereo system, such integral capabilities are unlikely to be as featured as products dedicated to such applications.


International Product Directory
International Directory - PC-based Telephone Systems including global distribution


ANZ Product Directory - PC-based Telephone Systems


TeLANiPhone from Advanced Voice Systems
Product discontinued



Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro) from Aspect Software, formerly named Concerto Software
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, predictive dialling, audio call recording capability including screen capture, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.


EnsemblePro from Concerto Software
Concerto Software has been renamed Aspect Software and EnsemblePro has been renamed Aspect Unified IP.



CIC from Interactive Intelligence
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, desktop, personal CTI facilities, audio call recording capability including screen capture, predictive dialler, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents, text chat and workforce management



Contact Center Suite from Noble Systems
PC-based telephone system with integral ACD, IVR, enterprise CTI, audio call recording capability and workforce management software.

Noble Solution Suite from Noble Systems
PC-based telephone system/predictive dialler that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, predictive dialling, audio call recording, text chat, routing of e-mails to agents and off-switch ACD.



Oracle Contact Center Anywhere (formerly CallCenter@nywhere) from Oracle
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, enterprise CTI facilities, predictive dialling, audio call recording capability with screen capture, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.



SwyxWare from Swyx, distributed by IT Net World
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities and audio call recording capability.



ShoreTel from ShoreTel
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, and personal and enterprise CTI facilities.



intelligent eXchange (iX) from TeleWare
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, telephony window, personal and enterprise CTI facilities and audio call recording capability.



TeleVantage from Vertical Communications
PC-based telephone system with integral ACD, auto attendant, voice mail, integral desktop, personal CTI facilities, power dialling, audio call recording at the desktop, and collaborative browsing using callbacks.


Articles on Call Centre Telephone System Applications

Consolidating the Call Centre Australian Communications August 1997

Which Switch is Which? Your Telephone System (Telcall/CRM supplement) September, 2000


Other Articles on Telephone Systems

The PABX vs. the unPABX Voice+ Asia Pacific [Hong Kong] January/February 1999

The Many Applications of Voice over IP, Part 2 Australian Communications April, 1999

How to Kill a PABX Telecom Asia May, 1999

More Than a Telephony System Australian Communications March, 2000

PC-based and LAN-based telephone systems Insight IS [UK] May, 2000

What the Future Will Hold CIO November, 2000


Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.



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