Issue link: https://epubs.iltanet.org/i/27653
integration, higher cost and another “finger-pointing” vendor relationship. For MC, this was not an attractive option because we had a variety of legacy systems, and we had serious support issues with our legacy IP PBX vendor. • Replace the legacy PBX: Although the prospect of replacing all of our existing legacy telephone systems with a new one was daunting, the advantages of a simplified infrastructure, no-compromise features and integration, and removing a troubled vendor relationship from the mix was attractive. IS MICROSOFT READY TO REPLACE YOUR PBX? While moving to a single integrated solution for voice might be a logical conclusion, putting the word “Microsoft” in proximity to the word “telephone” did not inspire immediate confidence. Many would consider putting voice on a Microsoft platform somewhat risky. To Microsoft’s credit, they were very up-front about this when we started discussions a couple of years ago. There are several factors to consider: • Basic call management: Can a Microsoft OCS platform handle the basics of telephone communications as well as a PBX? Properly configured, I believe it can. • Voicemail: Can Exchange be as good as a traditional voicemail platform? I would say better. • Desktop phones: Can a Microsoft-based telephone system really compete with a traditional PBX for 20 Exchange 2010 ILTA White Paper voice quality and reliability? Here’s where we get to a “maybe.” More on that later. • Advanced features: Can Microsoft compete with advanced features offered by traditional PBX vendors? I’m talking about things like automatic call distribution (ACD), detailed reporting, cost recovery integration, etc. Generally speaking, the answer here is no. If you have a user-base that takes advantage of these features, you could face some challenges. MC did not have those needs, however, so this was not a major consideration for us. In short, it depends on your firm’s particular needs, but for MC, the answer is yes. We have been PBX-free for almost two years now…and it feels good! THE RESULTS Being ahead of the curve with the capabilities of UC allows us to play in the same arena as our more advanced clients, and the firm is of the view that it offers a small competitive advantage with client service and when recruiting. It allows us to deliver better client service, increase productivity and improve operational efficiencies. Our service levels also generate interest from clients, often leaving a positive impression of our communication capabilities. Client Service Examples Shortly after introducing UC, one of our partners was on the phone with a client discussing a regulatory matter. He realized that there was a potential opportunity based on a recent experience in another jurisdiction, but time was of the essence. While on the phone with the client, he checked availability of a colleague in another office, and found he was