Automatic Call Distributors - Buying Tips

By CommWeb.com
May 4, 2000

Reports.

You must be able to constantly monitor — in real time! — the overall call-handling performance. Most basic ACD systems work with outside packages for this. See Call-Center ACD Management Software for more.

Custom print reports are a must too.

CT integration.

If you want sophisticated features — priority and skills-based routing, for starters — you will have to merge the ACD with an intelligent and flexible information resource. In short, you will have to integrate the switch with the traditional data communication world, which today means a client/server network.

Most systems provide at least some form of Open Architecture Interface or API library in order to enact CT. There has also been some standards work done here. Although it's been admittedly sketchy, insist on a vendor who's at least put major resources into "open" CT. Ask if they support TAPI, TSAPI or CSTA based interfaces? Ask if the vendor's a member of the ECTF?

Overall, think logical: would you only want to get your computer software from a single vendor for the rest of your high-tech life? Of course not. Don't paint yourself into a corner here either.

Look for advanced CT-based routing.

A modern call-center platform should be expected to offer priority routing, skills-based routing and on-the-fly blending of agent duties. We'd recommend inquiring about "multimedia queueing" and routing as well (a vendor should certainly have some sort of realistic plan regarding Web-based callback).

Integration with Voice Response Units.

This is still a great way to prep callers for automated CT routing. Just make sure that information gleaned from a VRU app can follow a caller all the way to agent desktops.

Integration with help-desk and CRM software.

The automation of Help-Desk calls and its integration with an enterprise-wide processing scheme is an extremely hot technology area right now. It should be. It makes a lot of sense. Just make sure the ACD doesn't preclude you from the big picture.

Off-premise routing.

You may not need "virtual" skills-based routing. But you should be able to route callers — especially VIPs — to external numbers.

Peripheral gems.

There are also a number of peripheral pieces of technology that are usually associated with ACDs, including real-time call-center management packages, on-hold systems, headsets and readerboards. The ACD vendor should have solid relationships established along all these fronts, especially in the management-software departments.

Scalability.

ACD systems generally are scalable, but within finite design limits. All ACDs have capacity limitations in terms of traffic, processors, memory, and line and trunk ports. Make sure that the system is properly sized; don't try to be either too clever or too cheap. Make sure that the system is designed, configured and installed in consideration of near-term, and even intermediate-term, growth. System capacity is a lot less expensive when included in the initial purchase, rather than added after the fact.

Maintenance and Support.

ACDs are generally complex systems; their proper maintenance and support are critical. Make sure that you have a long-term maintenance contract which includes software updates and bug fixes. Make sure that your vendor has a complete set of spare parts and that they are stocked locally. Make sure that your vendor has a tight relationship with the manufacturer and that you can cut through directly to the manufacturer in the even of a local support failure. Make sure that the vendor has deep technical resources in the form of technicians trained on your specific system configuration. And make sure that remote telephone support is available for both your system administrator and your users.

If you assume the responsibility for system maintenance, and Moves Adds and Changes (MACs), make sure that your in-house has the necessary technical depth and that you can rely on the vendor for back-up, as necessary. Make sure that system documentation, both technical and user documentation, are current with the software version, and that they remain so. Make sure that you have ready access to training slots in regularly offered courses offered by the manufacturer.

Research and Development.

Make sure that the ACD manufacturer invests heavily in R&D. Many of the technologies that you consider to be absolutely essential today, didn't even exist a generation ago, or perhaps a decade ago. Think about the Internet and the World Wide Web (WWW). Think about the trend towards Voice over Internet Protocol (VoIP), Frame Relay and ATM. Think about the proliferation of Local Area Networks (LANs). Think about wireless, in general, and cellular, in specific.

Think about the future, and make sure that both your manufacturer and your vendor are preparing to help you deal with it.