Vendor Selection for Customer Contact Center Infrastructure (CCI) Call Centers are made up of interrelated components and applications. Large enterprises must balance the selection of best-of-breed components with the total number of relationships that they must maintain. Traditionally, the ACD has been the central factor in determining a vendor's overall ability to deliver a complete solution, but this is changing, with vendors that are utilizing CTI application interfaces effectively competing for the central vendor role. While the ACD and CTI components remain the most critical in positioning a vendor, the ability to deliver a range of best-of-breed solutions is also critical. Networking solutions allow a center to operate multiple sites as a single, logical (virtual call center) entity. They allow support of remote agents, as well as support for universal Queuing and Internet contacts such as Web collaboration, text chat and email. In addition to these core functions, the ability to deliver integrated IVR functionality as well as strong support for call center support applications such as quality monitoring, workforce management, predictive dialing, voicemail, data analytics and third-party reporting remain essential. Finally, while all vendors have relationships with system integrators, enterprises are also looking for proven integration with leading CRM vendors. The Decision Driver model for Contact Center Infrastructure allows an enterprise to review the landscape of vendors offering products that address virtually all aspects of the Call Center/Contact Center market space.   Tour Test drive our Vendor Selection Tools to better understand how they can work for you. Contact Information: For more information on Decision Tools for Vendor Selection please e-mail DTforVS@gartner.com. Related Services:   Gartner Decision Tools Alliance Program Gartner has successfully franchised its software measurement tools, methodologies and marketing solutions. Now your organization can leverage these tools and drive additional value to your clients.