On one side the traditional TDM PBX stalwarts, Avaya, Nortel, Mitel and NEC were “adapting” their platforms to support IP trunking and stations, trying to convince the world that evolution was safe and good. On the other side of the fence, Cisco, Shoretel and 3Com were doing well by articulating their “pure” IP pbx technology, throwing out the old.

It’s my belief that the day the music stopped for TDM was January 14, 2009. It was this day that Nortel entered into bankruptcy proceedings. This former market leader went from number one to a business casualty in a few short years. There is not much doubt that the rapidity of the descent was caused by the turtle-like response to the changing technologies and needs of the marketplace over the past few years. While Nortel is the poster child for the decline in the traditional pbx manufacturer, they will certainly not be alone in the dust heap of pbx manufacturer history.

Soon, most business telephone systems will be an application residing on the data network. This is truly revolutionary in nature. As much as Cisco, Shoretel and 3Com moved the technology from TDM to IP, the resultant products more or less did what their technology predecessors did – make and receive phone calls and store voice messages. These systems still rely on proprietary hardware, software and a farm of servers. In Cisco’s case, it might even be called a ranch. Not very green, quite closed and by architecture, expensive to maintain.

Now, a much more significant change in the pbx world is occurring. Using commercial off-the-shelf (COTS) hardware combined with standards-based software, the phone system can now be open and based upon best-of-breed technology. Remember when that happened to data? The personal computer was the start of the technology revolution as it was standards-based and open

Our company, Teledynamic, saw the writing on the wall and has moved quickly to gain the necessary product lines and technical skills to adapt to this new model. And along the way, our sales and support model will change in a very substantial way too. Customers will now be free to pick and choose components and applications as they do in the data world. There is no standard data network – ironically due to the fact that there are standards. Since everything works with everything else (more or less <BG>), every data network is custom-designed for a specific customer’s needs. So it will be with the PBX.

So our role becomes one of integrator and consultant, rather than product representative and equipment repair company. As part and parcel of the data network, the ability to integrate with data and mobile applications will provide heady technical challenges. This new-found freedom will certainly provide wonderful new communications tools to our customers, but will result in a much more challenging implementation and support environment.

And it is with that extraordinarily long introduction, I’m happy to announce that Teledynamic has fully embraced this new model. We recently introduced the Digium Switchvox and Interactive Intelligence products that will help us help our customers in this new world. I welcome you to visit our website at www.teledynamic.com to learn more.

Let me know your thoughts.

Randy Kremlacek

Randy is the President of Teledynamic Communications. The company specializes in premise-based and hosted SIP PBX’s, pbx monitoring and Unified Communications.

I think I may have seen the future of the PBX recently….and it looks to radically shake up the status quo.

I’ve always found it amusing that the first IP PBX manufacturers boasted about putting voice on an IP network. That seemed to be a big “feature” at the time. However, in and of itself, it really didn’t deliver much value to the buyer. In fact, it brought an unknown onto the customer’s data network and required them to replace their Ethernet switches with new switches that supported POE. The biggest feature of buying a new Cisco system was that it alleviated excess cash in the buyer’s bank account.

There were the claims of easier administration and being able to move phones just by unplugging them and plugging them in at a new location. Oh yeah, and Unified Messaging. However, the big secret that the IP manufacturers never shared was that all of this was available on the lowly TDM system.

I always thought that we’d have really arrived at IP PBX nirvana when voice became a true part of the data network. With the arrival of the SIP standards, we are rapidly getting to this point. I call it the 2^nd generation of IP PBX.

The low hanging fruit in adopting SIP is SIP trunking and telephones. So, you can save money on your phone bill and use Polycom phones on your new PBX. Both options are quite welcome and provide true value for moving to IP telephony.

However, the sea change coming is from SIP-based applications that are just starting to arrive. Once we can truly integrate voice, data and mobile devices, we’ll start seeing some huge productivity and communications gains.

Recently, I’ve gotten very familiar with the SIP-based Digium Switchvox and have been mightily impressed.

Here are a few of the things I like:

Free Upgrades -Switchvox software releases are free to any user on a current maintenance agreement. Most manufacturers charge a substantial fee for software upgrades.

Video calling – Switchvox supports video phones on the desktop. A great example is the Grandstream GXV300 that we use here at Teledynamic.

Instant messaging – Switchvox includes a private chat server that uses the open XMPP protocol.

Centralized presence – Presence and status details for call and chat activity are visible across multiple peered Switchvox PBXs.

Switchboard - Switchboard is a real-time, web-based call control panel.  It provides call recording, phone book drag n’ drop transfers, click-to-call, and screen pops among many more features.

Google Map – See the physical location of an incoming call via a pop-up Google map. Now just how cool is that!

Call Queuing – Switchbox has a built-in ACD, with monitoring, recording and reporting features.

CRM Integration – Swithvox integrates with CRM programs such as Salesforce and SugarCRM.

All-in-all, this is a very impressive product. Something the traditional IP PBX manufacturers such as Cisco and Shoretel (and yes we can call these proprietary IP system providers “traditional”) do not want to see. I’ve seen the future of the office PBX and it’s from the most unlikely of places, Huntsville, Alabama, home of the Digium Corporation.

Please share your thoughts.

Randy Kremlacek

Randy is the President of Teledynamic Communications. The company specializes in premise-based and hosted SIP PBX’s, pbx monitoring and Unified Communications.

As most of the world knows, Nortel filed by bankruptcy protection on January 13^th. In the majority of corporate bankruptcies, the company files under chapter 11 which allows them to discharge most of their liabilities and emerge as an existing entity.

Nortel does not look to be going down this path but rather looks to be liquidating its assets, putting up different parts of the company for sale. They’ve already sold their layer 4-7 data business to Radware. Now up on the auction block is their Enterprise voice business consisting of the widely-deployed Norstar, BCM and Meridian One systems. It is understood that Avaya, Siemens, and Aspect are all interested in the business.

There is discussion that Nortel will emerge in some form or another, keeping a core technology such as metropolitan Ethernet. To this writer, it is just as likely that they disappear all together. And if they do emerge, they’ll be a small bit player, paling in comparison to their previous clout and position in the marketplace.

Regardless of what happens to the Enterprise business, in the short term the more things change the more they stay the same. Business goes on as usual from a day-to-day perspective. The sales and support group are still intact, and equipment and software readily available. Even after the sale it will be at least a couple of years before the dissolution of Nortel will substantially impact end user companies. The acquiring company will most likely provide transition paths to move off the Nortel systems to their platforms. In the cases where Nortel products are superior to their own, they’ll likely re-name them and continue to develop and market them.

Nortel was once a high and mighty flyer. They could do no wrong and were dominant in many of their product lines. However, a horribly overpriced acquisition of Bay Networks marked a turning point in the late 90’s. They couldn’t decide if they were a voice company or a data company. Whether they wanted to concentrate on what they did best or be all things to all people.

When the dotcom implosion occurred, Nortel never recovered. Executive management was shuffled, books were cooked and no meaningful corporate direction was pursued. As one ex-employee said about them, “Nortel – The NO in InNOvation. While their competitors trimmed unprofitable businesses and moved decisively into new technologies such as VOIP, Nortel lumbered along, a beast of a former time. Nobody ever said that capitalism is kind.

I’d like to know your opinion.

Randy Kremlacek

Randy is the President of Teledynamic Communications. The company specializes in premise-based and hosted SIP PBX’s, pbx monitoring and Unified Communications.

Yesterday a business associate and I were lamenting the state of customer service in our industry.  The discussion got around to AT&T and their perpetual poor service, now compounded by their recent layoffs.    We agreed that many of our customers don’t mind getting poor service from “the phone company”.   However, they have a much higher expectation when it comes to Teledynamic and other telecom providers.

Instead of whining about the unfairness of it all, maybe we should use this double standard to motivate us to improve our own service.   So Mr. Customer, you’ll punish me for service levels that would be fine if it was AT&T?  Fine, I accept the challenge and we’ll strive to provide an even-higher level of service.

Customer service in the time of recession is doubly challenging.    Revenues and profits are dropping but the cost of providing good service stays the same.   Some organizations will cut service levels to save money, hoping that customers will understand and remain loyal. Other companies such as ours just bite the financial bullet, keep service levels high and hope that the investment pays off in the long term.   Frankly, I don’t know which strategy is more financially sound.   And certainly both cause management to lose sleep.  

After our economy turns around, check back with me and I’ll let you know whether I made a sound investment!

Randy Kremlacek

Teledynamic Communications provides free educational materials about telecommunications on an ongoing basis to our subscribers and customers. We are a provider of a complete range of VOIP, telecom and data solutions for business.