Yesterday, it was relatively easy to choose a new telephone system. Call both of the leaders Nortel and Avaya and choose another one or two second tier companies such as Toshiba, Mitel or NEC, and have the vendors submit proposals. Since everyone was using the same technology, the evaluation was simple, as quite frankly the systems were all pretty much the same other than the telephones. The manufacturers had been around for decades and were stable companies.

Today, the game has gotten substantially more complex. There are the IP PBX leaders such as Cisco and 3Com who are now major players. Some of the traditional PBX manufacturers are responding by creating relevant product, and some are now at risk of becoming technologically bankrupt. Add in a few small local manufacturers such as Altigen and Shoretel who are hoping to be the "next big thing" and it's a buyer's minefield.

On the bright side, the capabilities of PBX'es are growing dramatically every year after being stagnant for decades. What used to be impossible is now not only available, but frequently at an affordable price. And finally, the manufacturers are beginning to design and build products that are increasingly standards-based. Soon, it will be possible for someone to buy a PBX from one manufacturer and select phones from a multitude of manufacturers, and no longer be held hostage by the PBX maker.

In this marketplace, customers are well served by choosing vendors with a deep history of telecom and reputation for providing quality consultation. Most buyers are finding it increasingly necessary to lean on their phone system vendor for evaluation and recommendations.