We are a midsized business with a small call center and the usual mix of business, manufacturing, and shipping functions at two sites. We currently have a Nortel Option 2x, which has served reliably but is very difficult to configure, has about 7 add-on boxes to provide various aspects of the call center, and is getting hard to find support for in our region.
One of the large integrated service providers is pitching the Nortel BCM (pair of BCM 400s) to replace the PBX and handle all functionality in one box.
Can anyone give me any quick plus/minus on this choice? We have moderate technical capabilites in-house, and some project management capability for implementation, but we do not have and do not desire to develop detailed phone system knowledge in-house. To start with we would be using hardwired desksets, not IP phones, although we would use IP capabilites on a private WAN for the inter-site functions.
One thing that bothers me is that it appears that at the core this product is based on Windows NT. NT wasn't bad for what it was, but I am have my doubts about its suitability. Then again, we are being offered a "we'll make it work" service contract by an organization big enough to have clout with Nortel, so perhaps that isn't a problem?
Thoughts would be appreciated. Thanks.