Best Hardphone for Contact Center Operations

[laraib]

Hi

We are about to purchase some phones for our contact center. We have been using 1616 for some time but we aren't too happy with its performance and we are looking for a good alternative.

It would be great if someone could suggest us a phone based on their experience.

Our CM version is 4.

Thanks

SL

[jooquase]

What are users complaining about (design, audio quality, ease of use, etc...)? If your site is pure IP, the best option is the 1616 for call centers (it's pretty much teh phone with the most buttons you can see upfront). The only other option would be the 9650/9640 with an expansion module. But it takes alot more room on the desk. If you have digital capibilities, you might want to check out the 6416D+, this is probably the simplest phone to use in a call center.

[Frank-A]

I manage a call center of about 100 agents. I have found that the 2 best options for hardphones are the Call Master 5 (this is a 6416 without the handset, headset only) or if you are in an IP based infrastructure, then the 9650c which is specifically designed as an IP Phone for agent use, is the best option.

[laraib]

jooquase & Frank-A

Thank you both for your replies.

We have an all IP environment. We have had some issues with the 1616 which is why we are planning to phase it out gradually. It would be great if you guys could give us an idea about the rise in cost per unit as compared to 1616. If we go for 9650c that is.

Thanks you again!!!!

SL

[Frank-A]

I think I am paying approx. $250/9650c, however please note that these are not Gigabit.... Avaya is supposedly releasing a new model (9651) soon which has integrated gig support. If you want gig on the 9650c, you have to get their adapter with it.