Devoted to the call center industry, the agents on the phones, and their managers

John Kim of LeadMarket gives the third item in his checklist for virtual call center success - feature functionality:

While hosted call center technology has been around for several years, premise-based - or traditional - call center technology has been around for several decades. This means that some hosted vendor offerings may not have the feature richness or the particular functions that your call center operations need. This author has witnessed too many large implementations go awry because the customer did not do a complete due diligence checklist of required features and functions, only to realize this fact after speaking with technical support.