[cisco-voip] [OT?!?] Call Center solutions

[Netfortius]

Sorry for something that may look like OT (mostly if compared to the 
traditional subjects discussed here), but I am under some time-pressure, due 
to a recent assignment outside my area of expertise: I have been asked to 
pick up on a project left-over from a predecessor of mine, regarding the 
following issues:

1. Cisco call center solutions, that may be comparable and/or integrateable 
(is there such a word?!? ;)) with Nortel Symposium 6.x or Express (depending 
on the site of deployment - have mutiple sites to deal with) solutions. 

In the light of the above, I would appreciate some pointers to comparison 
info, as well as some personal experience. I am asked to analyze the 
opportunity of upgrading old/unsupported Nortel PBX/analog based solutions, 
either to something vendor-similar, but newer/supported versions, or - at the 
extreme - VoIP-based Cisco one (considering a transition period where 
satellite Call Centers may still have old solutions, but able to 
receive/transmit calls to the newer systems

2. Call monitoring solutions, such as the ones from Mercom, Witness or 
Conexus, and their integration with Cisco products (for this one I found a 
link on Cisco's site, mentioning Mercom as a partner for Networkers 2006 ... 
but that's about it).

Any pointers to documentation regarding design and practical solutions for 
Call Centers would also be really appreciated. I would love to RTFB(ooks), 
also, if pointed to the right/pertinent ones :)

Thanks,
Stefan