Get ready for VoIP. If your business has multiple offices, switching to VoIP is probably already on your mind. A call center upgrade can be the incentive you need to get it done.

Take a test drive. If you’re not sure a new call center system will help you, or if you just want to test the hosted model, don’t be afraid to sign up a couple of agents for a short-term hosted solution. You’ll be able to evaluate both the performance of the system and the hosted model.

Don't overdo the prompts. According to Call Center Magazine, IVR systems should have no more than four options on each menu to keep customers from getting confused, and no more than two menus in total. More than that and you’ll start losing calls. And always include a way to reach a live agent at any point.

Think distributed. Some businesses are using call center software to create “virtual call centers.” No physical “center” is needed: instead, the system connects callers to employees in different locations across the country or even the world. This can save money and provide better customer service.

Longevity matters. If your organization plans to be around for the long run, go with a solutions provider that has demonstrated its staying power with a proven track record.