In brief: Ovum advises call centres to focus on software

Software should be the first consideration when setting up a call centre, according to research house, Ovum.

A report titled 'Ovum Evaluates: Call centre software', claims worldwide sales will reach a revenue of $3.1bn by 2003, driven by companies' need for customer services to retain and increase customers.

David Bradshaw, analyst at Ovum and the author of the report, believes that software is the most important aspect of the call centre. "Hardware is rubbish without the right software. The call centre should be built from the business directives downward through the software. The hardware should then be bought to support that," he said.

The report also looked at the players in the market, and in terms of a combined capability of transaction and flexibility - Point, Quintus and IMA came top of the league. Bradshaw added there are many other factors that need to be considered when choosing a supplier. "The IT director should work out what the business criteria are first and then look at who can provide them."