Capabilities to manage the most significant component of work center expense-the amount of time/dollars it takes to complete a work item. Due to the myriad systems, services and network element interfaces agents encounter in completing a work item; a work center needs an intelligent, flexible and powerful tool for quickly and efficiently handling work items.

Proven software that can be quickly adapted to specific environments-independent of vendor involvement-providing customizable user interfaces, authoring of business rules and customization of pre-built work distribution algorithms.

Ability to achieve broad based business efficiencies through a consistent user experience, delivered across multiple services and multiple work centers regardless of geography, legacy environment or user skill levels.