Think future ready. It's important to look for a performance management tool with the capacity to incorporate future developments. A key example is the migration to VoIP. If you want a multi-application contact centre you need to ensure you bridge the gap from an application point of view. Contact centres will need to use the same infrastructure to digitally process voice with data, which means that all customer interaction can be recorded, monitored and analysed via a single system. As well as lowering costs by reducing cabling and hardware requirements, it will also allow for a wider range of customer service functions and enables businesses to quickly develop new applications.