Shore Tel Vs Avaya


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Unified Communications:
Comparing Avaya and
ShoreTel Solutions
side-by-side comparison is conclusive: shoretel unified
communications offers a complete, integrated solution
with lower tco than avaya aura or avaya ip office
ShoreTel Solutions
Side-by-side comparison is conclusive: unlike Cisco, ShoreTel’s
all-in-one UC solution is designed to deliver lower total cost
of ownership (TCO).

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Shore Tel Vs Avaya

  1. 1. WHITE PAPERUnified Communications:Comparing Avaya andShoreTel Solutionsside-by-side comparison is conclusive: shoretel unifiedcommunications offers a complete, integrated solutionwith lower tco than avaya aura or avaya ip office
  2. 2. Table of Contents1. Introduction . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32. Selecting a unified solution. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33. Accelerating deployment. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44. Simplifying management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55. Avoiding downtime through redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 76. Facilitating easyscalability. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 77. Streamlining upgrades . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 88. Adopting UC applications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 89. Reducing TCO. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 910. Achieving high customer satisfaction. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1011. Capitalizing on Unified Communications today. . . . . . . . . . . . . . . . . . . . . . . . . . . . 11Figure 1. ShoreTel Unified Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5Figure 2. The ShoreTel single-image architecture. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6Figure 3. The ShoreTel TCO advantage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10Competitive Analysis: ShoreTel versus Avaya PAGE 2
  3. 3. 1. IntroductionOrganizations of all sizes are implementing unified communications (UC) solutionsto increase worker productivity, facilitate increased mobility, and reduce the costsof business communications. But selecting the right solution can determine whethercompanies realize those benefits or needlessly add cost and complexity.The ShoreTel UC system provides a comprehensive, integrated solution that is easy touse, simple to manage and cost effective to operate. Compared with Avaya products,ShoreTel’s UC solution offers numerous advantages, including streamlined deploymentand management, easier scalability, and a significantly lower total cost of ownership(TCO). Conducting a thorough, side-by-side comparison of ShoreTel and Avaya offeringscan help organizations make informed decisions, whether they need to build a businesscase for a UC system or are ready to select a new solution.2. Selecting a unified solutionA UC solution should be truly unified—not a loose collection of distinct products,but a single platform with integrated capabilities. It should offer an integrateduser interface that allows workers to move seamlessly among multiple modes ofcommunication and provide a straightforward architecture with an easy-to-usemanagement console to streamline administration. A UC solution should also be easyto scale so organizations can expand the solution as business grows without havingto “rip and replace” existing systems.Avaya offers two UC platforms: Avaya IP Office for small businesses and Avaya AuraCommunication Manager for large enterprises. Moving from one platform to the othercan be difficult and costly so organizations need to gauge wisely both their current andfuture needs when setting out to select a platform.The Avaya platforms have been adapted from legacy technology and assembledpiecemeal. Avaya IP Office was created by adding IP technology on top of existingAvaya digital and analog systems. The flagship Avaya Aura solution is a series of upto nine products assembled in part with technology accumulated through corporateacquisitions. The result is a complex solution that can require extensive time andresources to manage.Competitive Analysis: ShoreTel versus Avaya PAGE 3
  4. 4. By contrast, the ShoreTel UC system was designed from the ground up to provide aSingle user interface simplifiesadministration and reduces TCO single, all-in-one solution that integrates a full range of communications capabilities including voice, video, and instant messaging, plus advanced tools for mobility, presenceThe less there is to learn, theeasier the solution is to use and detection, and collaboration. The ShoreTel UC system is a single platform that can scaleto manage. ShoreTel’s UC system easily from 10 to 10,000 users to accommodate employee growth, the addition of newhas only one, easy-to-use interface, sites and expansion to new geographic regions, all within the same environment. ItShoreTel Director, which makes provides a seamless, integrated environment for users and a unified, easy-to-managefor easy administration and fewer solution for IT expenses.In contrast, Avaya IP Office isdifficult to master. This offeringrequires that users operate 3. Accelerating deploymentseparate interfaces for four criticalfeatures: IP Office Manager, IP A UC solution should be designed for rapid implementation so organizations can reduceOffice System Status, a one-X portal deployment costs and accelerate the time to value. Administrators should be ableapplication, and Voicemail Pro. to install and configure the solution without months of planning, in-depth technical expertise, or excessive training. Avaya products require more time and a higher skill level to deploy than the ShoreTel UC system. Administrators must conduct more extensive hardware installation than with the ShoreTel UC system, including multiple PC clients that are unnecessary with ShoreTel. Furthermore, a multisite Avaya environment requires administrators to install and independently configure the system at each site. Learning to deploy and manage Avaya products is no easy feat. For example, administrators implementing an Avaya Aura solution must follow 52 pages of steps to configure Session Initiation Protocol (SIP) trunking. Collectively, the manuals for Avaya IP Office administrators have more than 1,700 pages, requiring significantly more reading than the single 600-page administrator guide for the ShoreTel UC system. The ShoreTel UC system can be deployed much more quickly. ShoreTel UC requires only a single headquarters server and can be deployed through a simple, browser- based console. Furthermore, drop-in switches are easy to configure from the headquarters location. Competitive Analysis: ShoreTel versus Avaya PAGE 4
  5. 5. 4. Simplifying managementSolution complexity can easily offset the cost benefits of UC. If an organization needs toassign high-level IT staff to UC management, hire additional staff with in-depth technicalexpertise, or provide extensive training to existing personnel, the added managementexpenses will substantially offset savings.Avaya solutions can be significantly more complex to manage and maintain than theShoreTel UC system. Once the Avaya solution is up and running, administrators mustnavigate numerous interfaces to provision and manage all of the distinct applications. Inmany cases, administrators will need to take multiple expensive training courses to fullyunderstand how to operate and manage the solution.The ShoreTel integrated administrator user interface  Figure 1. ShoreTel Unified Communications provides an easy-to-use management interface.Competitive Analysis: ShoreTel versus Avaya PAGE 5
  6. 6. The ShoreTel UC solution uses a single-image architecture that encompasses allfunctions. As a result, organizations have fewer servers to buy and maintain andadministrators can take advantage of seamlessly integrated management functions.Administrators can use the browser-based ShoreTel Director to manage multiplesites within a single interface. ShoreTel Director runs on the headquarters server—noadditional management systems are required. To help administrators make the most ofthe ShoreTel UC system, ShoreTel offers simple, inexpensive training courses.The ShoreTel single-image architecture ShoreTel Director PSTN /ITSP HEADQUARTERS INTERNATIONAL Headquarters Server BRANCH (System Adminstration, voicemail, ShoreTel auto attendant, work groups) ShoreTel ShoreTel Communicator & Voice Switches [Physical or Virtual] Communicator & Analog RoamAnywhere RoamAnywhere Device Contact ShoreTel Distributed Voice Center Communicator Server (voicemail & auto attendant) [Physical or Virtual] ShoreTel Appliances ShoreTel (Collaboration, Communicator VPN Concentrator, Contact Center ShoreTel & Mobility Router) IP Phone ShoreTel ShoreTel IP Phone Voice Switches IP WAN ShoreTel Communicator & ShoreTel ShoreTel RoamAnywhere Communicator Voice Switch ShoreTel ShoreTel VPN Phone Communicator & Legacy RoamAnywhere Voicemail OFFICE Legacy ANYWHERE Phones Legacy PBX PSTN /ITSP REGIONAL OFFICE E PSTN SINGLE TU R -IMAGE ARCHITECFigure 2. ShoreTel Unified Communications simplifies management with a single-image architecture.Competitive Analysis: ShoreTel versus Avaya PAGE 6
  7. 7. 5. Avoiding downtime through redundancyBuilt-in reliability ensurescontinuous communication A UC solution should deliver high availability to support mission-critical businessIn addition to n+1 redundancy— communications. Downtime can significantly damage a company’s reputation and have awhere only one additional direct impact on revenue. The loss of a dial tone can mean a missed opportunity or theswitch can provide redundant loss of a customer.failover for the entire system—ShoreTel has eliminated many Avaya products can struggle to provide the availability many organizations require. Withof the components notoriousfor causing system and Avaya IP Office, for example, the failure of a control unit at a remote site can rendercommunications failures. phones inoperable. Meanwhile, Avaya Aura’s centralized architecture relies heavily on the WAN, which typically delivers only three-nines (99.9 percent) availability. As a result,Unlike Avaya servers, ShoreTelsystems have no disc drives, data a connectivity failure could easily result in outages. Additionally, implementing Avayaconnectors, or multiple boards that redundancy options could be costly and add to architectural complexity.can turn into points of failure. Withits single-image system, ShoreTel’s The ShoreTel UC solution offers cost-effective, n+1 redundancy with only one additionaldistributed architecture is less switch needed to provide redundancy for the entire system. If a switch fails, its load isvulnerable to the kind of glitches automatically distributed to the other switches, protecting the system from an outage. Inthat sometimes occur in centralized the event of a network outage, the phone system can continue to place and receive callsarchitectures such as Avaya’s—the on the public switched telephone network (PSTN). The system’s distributed architecturekind that cause costly outages,such as lack of access to voicemail, and applications, and its n+1 redundancy, help deliver mission-critical businessor worse, lost messages. communications with five-nines availability.These features add up to “five-nines” reliability for 99.999percent uptime for ShoreTel—orless than a few minutes of outage 6. Facilitating easy scalabilityin a year. Industry estimates for A UC solution should provide the scalability to accommodate growth resulting fromAvaya downtime suggest annual-per-server outages of up to the addition of new employees, opening of new office locations, expansion into newseveral hours. geographic territories and acquisition of other businesses. Rapid and cost-effective scaling can help an organization stay agile while controlling costs. With Avaya products, organizations must upgrade to a new platform when they reach the capacity limit of their existing one. For example, if a single Avaya IP Office deployment exceeds 1,000 users, administrators must upgrade to Avaya Aura Communication Manager. By comparison, the ShoreTel UC system provides scalability for up to 10,000 users and 500 sites, all within the same, single solution. A modular architecture enables organizations to simply add switches where needed. Competitive Analysis: ShoreTel versus Avaya PAGE 7
  8. 8. Expand communications as 7. Streamlining upgradesbusiness grows A UC solution should help streamline component upgrades so organizations can takeGrowing companies cannot afford advantage of new capabilities and lengthen the solution’s lifespan, without having toto “hit the wall” when adding invest excessive time and effort in administration. When UC solutions have multiplemore users to their UC systems. upgrade cycles and processes for different solution elements, administrators mustTo understand how to avoiddisruption, compare capacity and manage upgrades almost continuously.expansion capabilities in ShoreTeland Avaya solutions: With Avaya products, upgrading is time consuming and costly. Each server and• ShoreTel solutions support gateway must be upgraded, and there is a different process for each product. For up to 10,000 users; Avaya IP some systems, upgrades can require new hardware due to compatibility issues. Office 6.0 deployments can support just 384 users at a ShoreTel upgrades are faster, simpler, and less expensive. Because there is a single, single site—and only 1,000 in scalable ShoreTel UC system, there is only one process for upgrades. Administrators the multisite configuration, upgrade the headquarters server and reboot gateways and phones. Upgrades are severely limiting growth. distributed automatically throughout the entire system and are free through the• ShoreTel Unified Communications ShoreTel support program. can support expanding businesses with up to 500 sites, more than 15 times Avaya IP Office’s maximum capacity of 32.• To support ShoreTel Unified 8. Adopting UC applications Communications users, only a single, appropriately sized switch To maximize the benefits of unified communications, a solution must make it easy is required—but each additional for employees to adopt UC applications. Employees should be able to learn how to Avaya site requires an additional use applications quickly and have access to capabilities without juggling numerous control unit and several cards, interfaces. New applications should offer integration with existing communications adding extra costs and more solutions to reduce the learning curve. components to manage. Avaya IP Office has three different end-user clients, adding complexity and difficulty for users. The clients include the one-X Portal (which offers browser-based access although not all users can use this portal), the softphone client, and the phone manager. The ShoreTel UC system has a single user interface—ShoreTel Communicator, which provides simple access to voice, video, and instant messaging. Employees can learn the interface quickly and avoid having to shuttle between interfaces for different tasks. The ShoreTel UC system also offers integration with Microsoft ® Outlook ® for a seamless user experience. Outlook contacts can be integrated with ShoreTel Communicator, voicemail can appear in the Outlook inbox and the Outlook calendar can be used for time-of-day and day-of-week call handling. Competitive Analysis: ShoreTel versus Avaya PAGE 8
  9. 9. Better productivity through 9. Reducing TCOaccessible-anywhere tools UC solutions have tremendous potential for reducing the cost of businessProductivity in distributed communications. But maximizing savings requires a solution designed to address allorganizations depends on rapid aspects of total cost of ownership (TCO). Organizations must consider not only upfrontaccessibility—to messages,productivity applications, and capital costs but also the costs of deployment, management, upgrades, support, andsystem management tools. energy consumption.For end users, ShoreTel The complexity of the Avaya platforms adds to the TCO of these solutions. First, theyCommunicator enhances are more difficult and more costly to deploy. Because these platforms require the useproductivity with a interface thatintegrates voicemail, Outlook of more hardware than the ShoreTel UC system, they also incur significantly highercalendar, and contacts. The operating expenses, including the costs of powering, cooling, and managing multiplesame ShoreTel Communicator servers and applications. Furthermore, all Avaya UC products require extensive,functionality can be accessed costly training.either through a browser, mobiledevice, or PC client. It can be The ShoreTel UC system has the industry’s lowest TCO.1 In addition to significantlyconfigured so voicemail appears reducing communication costs, ShoreTel UC keeps hardware acquisition, softwarewithin a user’s Outlook inbox so licensing, and management costs low. Compared with the multiple-server requirementsworkers can quickly prioritize and of Avaya platforms, the ShoreTel UC system requires only one headquarters server andrespond to incoming messages. one converged conferencing appliance—so organizations have fewer servers to buyIn contrast, Avaya IP Office is and operate. Streamlined management also means that administrators can spend lessavailable only on PCs where it hasalready been installed—limiting its time and money deploying the solution and keeping it running.usefulness. Remote access requiresa separate product, and Avaya Taking into account the full range of costs associated with unified communicationsusers must remotely access three solutions—from capital costs and implementation to training costs and electricity—different clients for phone and the ShoreTel solution can deliver a TCO that is up to 60 percent lower than the AvayaWeb access. Aura solution. 2ShoreTel UC’s browser-basedmanagement applications are ShoreTel provides businesses seeking a UC solution an easy-to-use online TCO tool soalso accessible anytime, from organizations can gain a clear and accurate understanding of costs before making ananywhere. That means that IT investment. ShoreTel guarantees that its solution will provide a lower TCO than any otherpersonnel can fine-tune and adjust solution. If the ShoreTel TCO tool or independent data determines that the ShoreTel TCO isperformance remotely, whenever higher than a competing solution, ShoreTel will lower its price to beat the competition.necessary. System administratorswho need immediate informationor control to troubleshoot Avayasystems must first obtain accessto a PC already running Avaya IPOffice management applications,which could mean additionaldowntime and lost productivityduring an outage. Competitive Analysis: ShoreTel versus Avaya PAGE 9
  10. 10. The ShoreTel TCO advantage $26.37 25 25 25 10-year analysis based on $19.60 1,500 users across 3 sites $19.60 20 20 20 $19.17 $19.17 $19.17 Long distance charges $15.01 $14.20 Network costs$M 15 $15.01 $15.01 $14.20 $14.20 Electricity consumption $M 15 $M 15 System management, MACs, downtime 10 Support services $6.72 Implementation and training 5 10 10 Capital costs for telephony system $6.72 $6.72 Capital costs for network upgrade 0 ShoreTel Mitel Avaya Microsoft Cisco TDM Source Data: Ferris Research, Inc., 5 5 Wainhouse Research, Nemertes Research, Alinean Research, The Tolly Group 0 0 ShoreTel ShoreTel Mitel Avaya Mitel Microsoft Avaya Cisco Microsoft Figure 3. ShoreTel Unified Communications can deliver a TCO that is approximately 60 percent lower than the Avaya Aura solution. 10. Achieving high customer satisfaction Given the ease of use, simple management, and low TCO of the comprehensive ShoreTel solution, it is not surprising that customers have consistently rated it highly. ShoreTel measures every customer for satisfaction, engaging a third-party organization to administer a detailed survey that rates the customer experience. Results are compiled quarterly and, for more than 20 straight quarters, ShoreTel has earned customer satisfaction ratings higher than 90. Avaya, on the other hand, measures customer satisfaction only for maintenance and support. Posted results show that only 84% of respondents rated Avaya an eight out of ten, or better. Competitive Analysis: ShoreTel versus Avaya PAGE 10
  11. 11. Independent research based on customer experiences has yielded similar results, showing higher customer satisfaction for ShoreTel than Avaya. The IT research and consulting firm Nemertes Research has rated ShoreTel the highest in overall customer satisfaction for the past seven years, based on feedback from 1,400 customers. ShoreTel scored higher than Avaya in all categories. 11. Capitalizing on Unified Communications today To realize the full benefits of UC, organizations must select complete, integrated solutions that are simple to use, easy to manage, and deliver a low TCO. The ShoreTel UC system meets those requirements, delivering a comprehensive solution with numerous advantages over Avaya UC products. By selecting ShoreTel UC, businesses can capitalize on the benefits of UC without adding costs or complexity. Visit to learn more about ShoreTel UC, find a local sales contact or request a product demo.Competitive Analysis: ShoreTel versus Avaya PAGE 11
  12. 12. 1 For additional information on comparative TCO, see “Assessing the Business and Financial Impact of IP Unified Communications Systems” by visiting the_Business_and_Financial_Impact_of_IP_Unified_Communications_Systems_.html. 2 “Assessing the Business and Financial Impact of IP Unified Communications Systems.” About ShoreTel ShoreTel is the provider of brilliantly simple Unified Communication (UC) solutions based on its award-winning IP business phone system. We offer organizations of all sizes integrated, voice, video, data, and mobile communications on an open, distributed IP architecture that helps significantly reduce the complexity and costs typically associated with other solutions. The feature-rich ShoreTel UC system offers the lowest total cost of ownership (TCO) and the highest customer satisfaction in the industry, in part because it is easy to deploy, manage, scale and use. Increasingly, companies around the world are finding a competitive edge by replacing business-as-usual with new thinking, and choosing ShoreTel to handle their integrated business communication. ShoreTel is based in Sunnyvale, California, and has regional offices and partners worldwide. For more information, visit WORLD HEADQUARTERS 960 Stewart Drive, Sunnyvale, CA 94085 USA. +1 (800) 425-9385 Toll Free +1 (408) 331-3300 Tel. +1 (408) 331-3333 Fax EMEA +800 408 33133 Freephone +44 (1628) 826300 Tel. ASIA PACIFIC +61 (0)2 9959 8000 Tel.Copyright © 2011 ShoreTel. All rights reserved. The ShoreTel logo and ShoreTel are registered trademarks of ShoreTel, Inc. in the United States and/or other countries. All other copyrights and trademarks hereinare the property of their respective owners. Specifications are subject to change without notice. Part #850-1304-01