When evaluating Contact Center Infrastructure, what aspect do you think is the most important to look for?

There are a few items we generally look for. The first is the implementation of the correct tools to allow all parties to operate the system properly. Tools like wallboard and customizable reports. equally, the inbound experience for the customer, and the ability of the agent to fulfill the request expertly.
Finally, the ability to manage the system efffectively, using tools and local support, that can assist with MACDs are paramount in the total acceptability of the system.