BPO CTI: For Peace of Mind

BUYING TIPS

Plan the call traffic that the system is expected to handle per day and assign the number of ports accordingly. It is important to consider the number of calls to be handled during peak hours, when deciding on the number of ports. Distribution of ports, vis à vis call traffic, will directly reflect the quality of service being offered.
Check out for integration issues with the backend-CRM database and the ACD. CTI must use standard interfaces or an open API to integrate third-party solutions. The screen scripts should be easily configurable, depending on the database pop-up requirements. Otherwise, it would lead to a huge integration effort and hidden costs.
One must define synchronization between the IVR and the database. It is also important to check whether the IVR supports synchronization or not. Small ones usually do not.
Ensure that all the required licenses are supplied along with the system for integrating with CSTA or any other CTI protocol. This will allow a seamless integration with the adjuncts such as dialers, IVRs, and loggers, without requiring any additional procurement of licenses.
It is important to check whether the CTI product offers off-switch ACD, sometimes also referred to as off-switch queue control or skill-based routing. Choosing an ACD with the capability of using external applications allows an organization to compensate for an absent or mediocre ACD capability of a PABX, LAN-based telephone system, or centrex. However, if the PABX’s ACD capability is more than equal to the task, buying the off-switch ACD as part of the CTI software package is a waste of money.

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