From the beginning we have talked of customer contact center system sizes and varying levels of system sophistication. The author acknowledges that there is no easy way to categorize ACD systems. However, the best way to begin is to look at the way that they fit specific applications and contact center sizes. While realizing that this can cause offense among some users and vendors who have chosen to install ACD systems within centers that are outside the scope of their system s typical capacity and sophistication, the author still notes that the right fit is important when considering an ACD solution.

So as to not appear schizophrenic while swapping back and forth between references to analog and digital systems, TDM or VoIP packet switching, the following rule has been established: If you understand the business objective and capacity, any architecture is subjugated to serving these requirements.