Buying depends purely on the business requirements, with respect to call routing and CTI requirements. One needs to know the call volumes and the proper sizing of the call center—from the various parameters—to optimize the requirement. The need for integration and reporting into the various other call-center systems like PDs, loggers, and WFM is also an important consideration.

• High Call-traffic-handling Capacity: One has to map the busy-hour call-completion rate, i.e., how many calls can be handled during the peak hour. The ACD system should be configured accordingly.

• Redundancy: Call centers being a 24x7 business, ensuring redundancy is almost rhetorical.

• Scalability: In a high growth industry, scalability can make or mar the business.

• Intelligent or Skill-based Call Routing: The ACD system must be capable of routing calls based on skill sets of agents, to achieve agent efficiency and effective work distribution.

• Easy Integration with Third-party Databases: The system must seamlessly integrate with the other software deployed in the contact center.

• Seamless Integration with Loggers and Dialers: Both these are closely integrated in a contact center environment and have to be compatible with each other as well as the ACD system.

• Support both TDM and IP Telephony: The ACD system should be hybrid—support both the TDM- and IP-based technology—in order to provide flexibility in choice. It may be a strategic decision to invest in a hybrid platform, keeping in mind the future trends.