3. Is integration between the proposed contact centre solution and third party business applications like CRM possible?

4. Is the solution being offered and its inherent technology scalable, i.e. can it support your growing business and the query turnover over a period of time?

5. Does the solution allow your workers to work from multiple locations including home?

6. Does the proposed solution provide for proper reporting, supervision and management regardless of the agents’ location?

7. Does the solution require expensive proprietary hardware or can it run on readily available standard hardware?

If the answers to most or all of above questions are in the affirmative, you have got yourself the right contact centre solution. The moot point is, don’t get swayed by the ‘cool’ features. Rather assess your requirements and budget calmly and check whether the particular contact centre solution meets your needs.

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