Needs Assessment: Buying decision, to a large extent, depends on the business agreement with the client. If the client wants the work completed in realtime, and not allow the data to reside with the outsourced company, then it is important to select software that has the ability to integrate with the applications lying at the client site.

Buying decision will be much more flexibility if the work can be done offline. Doing the work offline also helps the company save on bandwidth costs because the data can be downloaded during off-peak hours.

Mapping the Requirements: It is important to determine the possible transaction loads for near- medium- and long-term periods. It must also be determined whether the tool can handle those transaction loads.

Flexibility: Mapping is the first stage in the adoption of a workflow solution. It requires feeding the rules and exceptions of a process according to client requirements. It also requires determining whether the processes are likely to change frequently since mapping is entirely dependent on the SLAs with the customer and has to be flexible enough to allow frequent changes.

Document Management: It is important to ensure that the software comes equipped with a document management system, or is at least, compatible with the leading document management systems in the market.

User Friendliness: Keeping in mind the high turnover rates the industry has, it is important to have tools that are user friendly and do not require much training, so that learning curves are reduced.

Scalability: Although hackneyed, scalability is of utmost importance particularly for a company focussed on outsourced services because the ability to ramp-up quickly can be decisive when clinching deals. The system should be scalable enough to work across locations.

Database Compatibility: Determine if the workflow management tool works on leading platforms and databases.

Integration Expertise: Look out for products that are backed by good local integrators because mapping the software and integrating it with third-party applications can be a very complicated exercise. A good integrator will put in the last 10 percent of the effort sincerely—this can make or mar the effectiveness of the software.

Web Interface: Find out if the workflow management tool provides Web interface because integrated media are fast becoming the norm.

TCO: This is a critical consideration in any investment.