Top 54 Automatic Call Distribution (ACD) Software (Feb 2023)

2023's Best 55 Automatic Call Distribution (ACD) Systems

Shlomi LaviShlomi Lavi / Feb 03, 2023

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1. 8x8 Contact Center

  • Best for: SMBs
  • Price: starts at $15 per user/month
  • Mar 09, 2022
Compare 8x8 Contact Center Vs. 8x8 Contact Center

8x8 Virtual Contact Center is a cloud-based call center solution that delivers greater productivity and flexible call center management. It works with 8x8 Virtual Office VoIP phone service to give users an easy-to-use yet extremely powerful contact center.   8x8 Virtual Contact Center was develope...


2. Nextiva Business VoIP

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $11.95 per user/month
  • Jan 16, 2023
Compare Nextiva Business VoIP Vs. 8x8 Contact Center

Nextiva Business VoIP is cloud-based communication, collaboration, call center and telephony services designed for small businesses in multiple industry verticals. The solution helps the user eliminate the need for the traditional phone system.


3. CenterWare Inbound

  • Best for: Medium and large size businesses
  • Price:
  • Mar 20, 2022
Compare CenterWare Inbound Vs. 8x8 Contact Center

CenterWare Inbound is a cloud-based software that handles and streamlines the communication between agents and the various callers through intelligent routing capabilities. CenterWare Inbound strategically distributes each call that arrives at the call center and it helps to enhance the customer exp...


4. GitLab Software

  • Best for: Small, medium and large size businesses
  • Price: starts at $19 per user/month
  • Mar 03, 2022
Compare GitLab Software Vs. 8x8 Contact Center

GitLab Software is a growing cloud-based Development Tools Platforms software, it is designed to support small, medium and large size business. GitLab Software received a rating of 4.6 from ITQlick team. The software cost is considered affordable (1.5/5) when compared to alternative solutions.


5. Telax Hosted Call Center

  • Best for: SMBs
  • Price: starts at $35 per user/month
  • Dec 14, 2022
Compare Telax Hosted Call Center Vs. 8x8 Contact Center

Intermedia is a web-based contact center software that can offer users a cost effective and flexible customer service. It can reduce the costs and headaches of implementation, support and management of complex technologies. Users can get started with Intermedia anytime they want as it doesn’t requir...


6. Buddy Punch

  • Best for: SMBs
  • Price: starts at $2.99 per user/month
  • May 24, 2022
Compare Buddy Punch Vs. 8x8 Contact Center

Buddy Punch is a cloud based time clock solution ideal for all sized businesses. The core features such as job costing, PTO accrual, overtime calculating, time card approval and GPS tracking.


7. Five9 Virtual Call Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $149 per month
  • May 22, 2022
Compare Five9 Virtual Call Center Vs. 8x8 Contact Center

Five9 software is a comprehensive cloud-hosted contact center solution designed to serve inbound, outbound, omnichannel, or blended contact centers globally. The software uses the power of practical AI to enables agents customer service through email, phone, mobile, chat, and social media among othe...


8. Voice2Phone Auto Dialer

  • Best for: Small businesses and start ups
  • Price: starts at $79.99 per month
  • Dec 12, 2022
Compare Voice2Phone Auto Dialer Vs. 8x8 Contact Center

Voice2Phone Auto Dialer is a cloud-based call center that is suitable for use in all types of businesses. The Voice2Phone Auto Dialer can be used in all sizes of businesses including small-sized businesses, medium-sized businesses, and large enterprises.


9. ShoreTel Sky

  • Best for: Small, medium and large size businesses
  • Price: starts at $40 per user/month
  • Jul 06, 2022
Compare ShoreTel Sky Vs. 8x8 Contact Center

Mitel Sky is a cloud-based telephony and VoIP solution designed to help the users in unified communication. The core solution includes wireless networking, video surveillance & management and emergency notifications and more.


10. XenCALL Predictive Dialer

  • Best for: SMBs
  • Price: starts at $125 per license/month
  • Dec 12, 2022
Compare XenCALL Predictive Dialer Vs. 8x8 Contact Center

ReadyMode is a cloud-based call center that is suitable for operations in businesses of all sizes from small-sized businesses, to large enterprises across numerous industries.


Pricing Guide - Automatic Call Distribution (ACD) Software:

Business Phone Systems Price Range

Organizations would typically have to pay up between $17 and up to $1000 for Business Phone Systems software. However, the Price differs between Hosted systems and on-premise ones, and the majority of vendors charge their software cost per user. Additional billing can be present for services such as VoIP-Traditional Phone switch, Broadband, and Hosting. Users can also consider price points for some of these software products by their fit for company size, such as is follows:

  • Small scale businesses can expect to pay between $15 and $40 a month for VoIP Business Phone Systems. For example, GoToConnect and RingCentral Office pricing both begin at $20 a month, Dialpad Talk cost price at $15 per month, and Mitel pricing goes for $21 monthly. Furthermore, Ooma Office has a base subscription of $20 per month, with another Pro plan at $25 monthly. Vonage Business Solutions charges $15 per month for each line, and users can get an extension for $40 a month per line.
  • Medium-sized organizations would typically find software with cost price ranging between $95 and $179 monthly. For example, CallRails Business subscriptions start at $95 a month, REIRail Gold pricing begins at $97 per month, and MeetingSphere costs $99 monthly. Also, Dixa has a Professional plan which costs $99 a month, a Premium and Platinum plan that goes for $139 and $179 per month, respectively.
  • Large Corporations generally have to pay up to $1500 a month for VoIP BPS software. DCDial, for example, has a Grow plan, which begins at $899 a month, with the option to a Pro subscription, which costs $1499 per month. BoardBookIt Professional pricing starts at $585 a month, with an enterprise plan which has a cost price of $792 monthly. Additionally, Brazen pricing begins at $1999 for each event.

Some of the best of breeds have cost prices that lie within distinct price ranges; the analyses of their pricing are as follows:

  • VoIP Phone Systems These software products exist within the price range of $30-$45 a month. For example, Versature Essentials cost $30 per month, and its user can opt for the Professional and Enterprise plans, both of which go for $35 and $45 a month, respectively. MiCloud Connect has a starting cost price of $21 per month for each user, with Premier and Elite subscriptions, which costs $27 and $38 monthly. Furthermore, pricing for MightyCall starts at $20 a month, TeamViewer at $49 per month, and ConnectWise One at $19 monthly.
  • VoIP SoftPhones Users would generally have to pay between $0 and $100 a month for VoIP Softphone software. For instance, Freshcaller Sprout is free, and its users can procure Blossom or Garden subscriptions for $19 and $39 a month, respectively. Furthermore, Nice inContact pricing starts at $100 monthly for each user and Intulse at $15 a month.
  • Auto Attendant Systems Auto Attendant System products have prices that could reach up to $1000 a month. For example, Voximplant has a Small subscription which starts at $100 a month, and a Medium Messaging plan at $1000 per month. MightyCall pricing goes for $20 a month, and Sharpen cost price begins at $25 monthly – Sharpen also has an Empower plan that costs $119 per month.
  • Small Business Phone Systems Users can expect a price range of $15-$65 for Small Business Phone Systems software. SIP.US cost price, for example, starts at $25 monthly, ActiveDEMAND pricing begins at $15 a month and goes up to $65 per month.
  • Online Meeting Software These products have cost prices between $7 and $32 a month. Cisco Webex Starter pricing is $14 per month for each host, Doodle Team costs $32 a month, and SamePage goes for $8 monthly. Livestorm also begins at $39 monthly.
  • Business Phone Service Providers Vendors of Business Phone Service Provider software generally charge between $20 and $100 per month for starter subscriptions. Genesys Cloud 1 pricing starts at $75 a month, CallHippo Bronze at $18 monthly, and MeetFox at $11 per month.
  • Conference Calling Software These software products have cost prices up to $199 a month. For example, HighFive pricing starts at $199 per month for each room, LoopUp costs $22 monthly, and Vectera Pro at $9 each month per host.

11. Vonage Business Solutions

  • Best for: Small, medium and large size businesses
  • Price: starts at $19.99 per month
  • Aug 25, 2022
Compare Vonage Business Solutions Vs. 8x8 Contact Center

Vonage Business Solutions is a cloud-based communication software that is developed to provide business phone service by enabling businesses to connect VoIP phone systems to internet-enabled devices.


12. M*Modal Fluency for Transcription

  • Best for: Small, medium and large size businesses
  • Price:
  • Sep 10, 2022
Compare M*Modal Fluency for Transcription Vs. 8x8 Contact Center

Designed to create time to care, our cloud-native, AI-powered solutions transform physician-patient relationships by making it easier and faster for doctors to capture and improve the complete patient story, and by delivering context-specific clinical intelligence when it is needed most – at the poi...


13. OXON

  • Best for: SMBs
  • Price: starts at $39 per feature/month
  • May 15, 2022
Compare OXON Vs. 8x8 Contact Center

OXON is a cloud-based contact center management system that is developed to give users with a centralized and single platform for the management of customer communication.


14. Aceyus Call Center

  • Best for: Medium and large size businesses
  • Price:
  • May 15, 2022
Compare Aceyus Call Center Vs. 8x8 Contact Center

The Aceyus Call Center is developed to help users in the optimization of their contact center operations through reporting, data collection, and data transformation solutions and contact treatment management.


15. QueueMetrics

  • Best for: Large business
  • Price: starts at $500 per year
  • May 16, 2022
Compare QueueMetrics Vs. 8x8 Contact Center

QueueMetrics is a call center software developed as a call center monitoring platform for controlling, measuring, and improving all facets of a call center.


16. 3CLogic Cloud Contact Center

  • Best for: Small, medium and large size businesses
  • Price:
  • May 18, 2022
Compare 3CLogic Cloud Contact Center Vs. 8x8 Contact Center

3CLogic cloud is a cloud-based multichannel contact center solution designed to serve organizations of any size whether in the large market or small-level markets enterprises. The platform targets enterprises that want to add a voice element to their CRM and modernize their legacy solutions.


17. Parakeet

  • Best for: Small, medium and large size businesses
  • Price: starts at $15 per user/month
  • Dec 13, 2022
Compare Parakeet Vs. 8x8 Contact Center

Parakeet is an award-winning cloud-based Call Center software, it is designed to support small, medium and large size call centers. Parakeet received a rating of 2.5 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.


18. FocalScope

  • Best for: Small, medium and large size businesses
  • Price: starts at $9 per agent/month
  • May 30, 2022
Compare FocalScope Vs. 8x8 Contact Center

FocalScope is a trending cloud-based CRM software, it is designed to support small, medium and large size business. FocalScope received a rating of 5 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.


19. Metaphor IVR+

  • Best for: Medium and large size businesses
  • Price:
  • May 25, 2022
Compare Metaphor IVR+ Vs. 8x8 Contact Center

Metaphor IVR+ is a fast growing cloud-based Call Center software, it is designed to support medium and large size call centers. Metaphor IVR+ received a rating of 4 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.


20. Convoso Cloud Contact Center

  • Best for: SMBs
  • Price: starts at $90 per feature/month
  • May 26, 2022
Compare Convoso Cloud Contact Center Vs. 8x8 Contact Center

Convoso Cloud Contact Center is a call center management software for businesses of all sizes. Its services include inbound and outbound calling, call blending, workflow management, two-way SMS, and analytics. The software was designed and launched by Convoso (formerly SafeSoft Solutions) headquarte...


21. Noda Contact Center

  • Best for: Medium and large size businesses
  • Price: Has a free version
  • Jun 14, 2022
Compare Noda Contact Center Vs. 8x8 Contact Center

Noda Contact Center is a call center software that helps users create conversational scripts containing important information accessible to operators when they receive a call.


22. ProClass

  • Best for: SMBs
  • Price: starts at $1,499 per year
  • Jun 10, 2022
Compare ProClass Vs. 8x8 Contact Center

ProClass is a growing cloud-based Online Registration software, it is designed to support small and medium size business. ProClass received a rating of 4.2 from ITQlick team. The software cost is considered a bit pricey (5/5) vs their competitors.


23. Clicktools For Sugarcrm

  • Best for: Small, medium and large size businesses
  • Price: starts at $84.53 per year
  • Dec 16, 2022
Compare Clicktools For Sugarcrm Vs. 8x8 Contact Center

Clicktools for SugarCRM is a customer information management solution for businesses of all sizes. Its capabilities include marketing management, data centralization, automatic insights, and others. The software was developed and launched by Clicktools Ltd headquartered in United Kingdom.


24. EducationFolder

  • Best for: Medium and large size businesses
  • Price: starts at $15 per license/month
  • Dec 17, 2022
Compare EducationFolder Vs. 8x8 Contact Center

EducationFolder, now C2Perform, is a performance management software for businesses to improve KPIs, refine and improve their coaching experience and sessions, create various contents, and drive continuous improvements insight.


25. RingCentral Contact Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $14.99 per user/month
  • Jun 22, 2022
Compare RingCentral Contact Center Vs. 8x8 Contact Center

RingCentral Contact Center is a comprehensive call center management software that can be accessed in the cloud, scalable and an end-to-end communication solution.


26. FrontSpin

  • Best for: Small, medium and large size businesses
  • Price: Has a free version
  • Jun 22, 2022
Compare FrontSpin Vs. 8x8 Contact Center

FrontSpin is a cloud-based contact center management solution offer users with interactive tools for the management of sales and service communication. Its sales communication solution can streamline the sale cycle.


27. Cloud Contact Pro

  • Best for: Medium and large size businesses
  • Price: starts at $25 per month
  • Jun 23, 2022
Compare Cloud Contact Pro Vs. 8x8 Contact Center

Cloud Contact Pro is a call center software designed to help organizations set up a future-proof contact center in the cloud.


28. LightWork Time

  • Best for: Medium and large size businesses
  • Price: starts at $9 per user/month
  • Jul 02, 2022
Compare LightWork Time Vs. 8x8 Contact Center

LightWork Time is a cloud based time and attendance solution that offers talent management and time keeping solutions. It can also be installed on premise. LightWork Time is a time, and attendance module enables both managers and employees to input employee time at intervals specified by the busines...


29. Aspect Via Customer Engagement Center Software

  • Best for: Medium and large size businesses
  • Price:
  • Dec 19, 2022
Compare Aspect Via Customer Engagement Center Software Vs. 8x8 Contact Center

Aspect is a call center software that allows businesses to connect their customers with agents, which improves customer experience. It helps users automate live communication, inbound and outbound interactions through voice calls, chat, SMS, and emails.


30. DialerAI

  • Best for: Medium and large size businesses
  • Price: starts at $199 per month
  • May 07, 2022
Compare DialerAI Vs. 8x8 Contact Center

Predictive dialling and Voice broadcasting is a cost effective and efficient way of talking to your existing customers and generating leads maximising your outbound call-center performance


31. Call Center Studio

  • Best for: Small, medium and large size businesses
  • Price:
  • Feb 07, 2022
Compare Call Center Studio Vs. 8x8 Contact Center

Now your customer service agents can work their magic from anywhere, with the world first call center built on Google.


32. Noble Suite

  • Best for: Small, medium and large size businesses
  • Price:
  • May 28, 2022
Compare Noble Suite Vs. 8x8 Contact Center

Every customer contact is an opportunity to delight, to solve a problem or to make a connection. Noble Systems, the leader in customer contact technology, provides contact centres worldwide with unified solutions that elevate performance and drive new levels of productivity and efficiency.


33. MegaDialer

  • Best for: Small, medium and large size businesses
  • Price: starts at $250 per license
  • May 31, 2022
Compare MegaDialer Vs. 8x8 Contact Center

We will hold your hand through the setup process: We offer the possibility to screen record the process and send you a copy for your own reference.


34. Matrix software

  • Best for: Small, medium and large size businesses
  • Price:
  • Jan 04, 2022
Compare Matrix software Vs. 8x8 Contact Center

Matrix Software specialized in software solutions for structural engineers, steel construction and doors & windows industry. You can make it with Matrix, using powerful and proven solutions for the design and manufacture of buildings.


35. coztel

  • Best for: Start up, Small business, Medium business, Large business
  • Price: starts at $50 per month
  • Jul 23, 2022
Compare coztel Vs. 8x8 Contact Center

Coztel is a cloud-based call center software that provides call center solutions to businesses, including inbound, outbound, and blended call centers. The software allows businesses to connect to their customers from anywhere globally, thereby closing the distance barrier.


36. Dialer360

  • Best for: Small, medium and large size businesses
  • Price: starts at $100 per license
  • Jul 15, 2022
Compare Dialer360 Vs. 8x8 Contact Center

Dialer360 is a call center software developed to help improve the productivity of agents and increase sales lead. The software has a predictive dialer system that automatically dials up customers with affordable VOIP rates.


37. Parrot Cloud Call Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $59 per month
  • Jul 24, 2022
Compare Parrot Cloud Call Center Vs. 8x8 Contact Center

EVS7 is a call center software designed to help agents provide better service to customers. Embedded in the software are interactive voice response and automatic call distribution to help improve inbound call center.


38. AccountSight

  • Best for: Small, medium and large size businesses
  • Price: starts at $8 per person/month
  • Jul 19, 2022
Compare AccountSight Vs. 8x8 Contact Center

AccountSight is a time tracking and billing software that helps users complete their timesheet and submit online; it allows administrators and project managers to make multiple timesheet submission and approvals at a time.


39. Ytel

  • Best for: Small, medium and large size businesses
  • Price: starts at $25 per month
  • Jul 29, 2022
Compare Ytel Vs. 8x8 Contact Center

Ytel is a cloud-based appointment scheduling solution designed to help the user easily add programmable communications and boost the experience of every customer. Its key features include SMS API, Voice API, Broadcast, contact centre and phone numbers.


40. QwikDial

  • Best for: Small businesses and start ups
  • Price: starts at $0.06 per month
  • Jul 31, 2022
Compare QwikDial Vs. 8x8 Contact Center

QwikDial is a call center software with a toolset to help streamline business processes. With the software, users can manage inbound call flow processes and keep up compliance for payment authorizations.


41. contactSPACE

  • Best for: Small, medium and large size businesses
  • Price: starts at $105 per user/month
  • Jul 28, 2022
Compare contactSPACE Vs. 8x8 Contact Center

ContactSpace is a call center software built to help businesses create schedules and filters for applying contact strategies. This enables them to reach clients in different locations, target multiple segments, and set time for calls.


42. NICE inContact Cloud Contact Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $100 per user/month
  • Sep 10, 2022
Compare NICE inContact Cloud Contact Center Vs. 8x8 Contact Center

Nice inContact is an online contact center software that helps clear centers build a lasting customer relationship by detecting and increasing calls in peak periods and reducing call abandon rates.


43. Twilio

  • Best for: Medium and large size businesses
  • Price: starts at $1 per hour
  • Aug 01, 2022
Compare Twilio Vs. 8x8 Contact Center

Twilio software is a cloud communication platform with building blocks that help users to add voice, messaging and video to their web as well as mobile applications.


44. PrettyMay Call Center for Skype

  • Best for: SMBs
  • Price: starts at $29.95 per license
  • Sep 24, 2022
Compare PrettyMay Call Center for Skype Vs. 8x8 Contact Center

Prettymay call center for Skype is software-based Skype IP PBX / PABX software that offers Interactive Voice Response (IVR), and Automatic Call Distribution (ACD) capabilities among others.


45. PureCloud

  • Best for: Small, medium and large size businesses
  • Price: starts at $75 per month
  • Sep 28, 2022
Compare PureCloud Vs. 8x8 Contact Center

Genesys is a call centre software designed as an online tool with which businesses can connect phones, chat, email, and social pages seamlessly.


46. AheevaCCS

  • Best for: SMBs
  • Price: starts at $500 per license
  • Sep 24, 2022
Compare AheevaCCS Vs. 8x8 Contact Center

Aheeva is a contact center software designed to help businesses deliver better customer service and use white labeling to promote brands. With this software, businesses can boost customer retainment by allowing them to contact agents.


47. PhoneBurner

  • Best for: Small, medium and large size businesses
  • Price: starts at $127 per user/month
  • Jan 26, 2023
Compare PhoneBurner Vs. 8x8 Contact Center

PhoneBurner is cloud-based outbound call center software that enables its users to log in to their PCs from anywhere and perform dial sessions from any phone. It offers a delay-free dialer that ensures that users can call their contacts without them knowing that one is using the software.


48. CorvisaOne Contact Center

  • Best for: Small, medium and large size businesses
  • Price: starts at $125 per user/month
  • Oct 04, 2022
Compare CorvisaOne Contact Center Vs. 8x8 Contact Center

CorvisaOne Contact Center is a call center management solution for businesses of all sizes. It offers inbound calling and outbound calling services along with analysis and reporting capabilities. The software was designed and launched by CorvisaCloud headquartered in Wisconsin, United St...


49. Hivedesk

  • Best for: Small, medium and large size businesses
  • Price: starts at $25 per 5 users/month
  • Oct 05, 2022
Compare Hivedesk Vs. 8x8 Contact Center

Hivedesk is a time tracking and productivity management solution for businesses of all sizes. It also offers management of multiple projects along with employee management and analytics. The software was designed and launched by Hivedesk.com headquartered in Kentucky, United States.


50. Q-Suite

  • Best for: SMBs
  • Price:
  • Feb 03, 2023
Compare Q-Suite Vs. 8x8 Contact Center

Q-Suite is a growing cloud-based Call Center software, it is designed to support small and medium size call centers. Q-Suite received a rating of 4.3 from ITQlick team. The software cost is considered affordable (2.3/5) when compared to alternative solutions.


51. Freshcaller

  • Best for: Small, medium and large size businesses
  • Price: starts at $25 per month
  • Apr 01, 2022
Compare Freshcaller Vs. 8x8 Contact Center

Freshcaller is a trending cloud-based Call Center software, it is designed to support small, medium and large size call centers. Freshcaller received a rating of 4.4 from ITQlick team. The software cost is considered affordable (1.2/5) when compared to alternative solutions.


52. NeoSound

  • Best for: Small, medium and large size businesses
  • Price: starts at $19 per month
  • Feb 04, 2022
Compare NeoSound Vs. 8x8 Contact Center

AI tech company providing speech analytics solutions for call centres. Optimise customer communication by listening to customer calls automatically. NeoSound tools turn phone conversations into meaningful actionable insights to make customer communication better.


53. SuiteRx Intelligent Pharmacy Software

  • Best for: SMBs
  • Price: starts at $300 per user/month
  • Feb 12, 2022
Compare SuiteRx Intelligent Pharmacy Software Vs. 8x8 Contact Center

SuiteRx Intelligent Pharmacy Software is a growing cloud-based Retail-POS software, it is designed to support small and medium size business. SuiteRx Intelligent Pharmacy Software received a rating of 4.8 from ITQlick team. The software cost is considered average (2.8/5) when compared to other solu...


54. VoIPstudio

  • Best for: Small, medium and large size businesses
  • Price: starts at $5 per user/month
  • Feb 18, 2022
Compare VoIPstudio Vs. 8x8 Contact Center

VoIPstudio is a growing cloud-based Call Center software, it is designed to support small, medium and large size call centers. VoIPstudio received a rating of 4.6 from ITQlick team. The software cost is considered affordable (1/5) when compared to alternative solutions.



A Buyer's Guide to Business Software Solutions

How to Evaluate and Buy Business Software
 
If you’re somehow puzzled if this article is only for a specific size of business, no, it’s not. This is for you SMEs, MNEs and start-ups software buyers. Also, we’re not talking about a specific software solution here. Whether the software solution that you’re planning to buy is for Accounting, Business Intelligence, ERP, CRM, Help Desk, Maintenance Management or other types of application, one thing is for sure; with the help of this article, you will be able to know the right process in evaluating and buying a business software solution.
 
We’ve been into the software business for years and we’re seeing a lot of nitty-gritty things that often bring confusions and hesitations to many companies looking for better software solutions. Some companies can’t afford to let go their legacy systems while a few is encountering technological snags once the new system is in place. While this is the underlying truth behind software acquisition and implementation, what’s exciting about buying a business software solution is that there is a clear and obvious proof that thousands of companies and corporations today are happy with the benefits this technology is bringing into their respective businesses.  There is a significant increase in their revenue and the growth is on-going. And it’s easy to say; many from the Fortune 500 companies are making a lot of money because of their smartly-acquired business software.
 
So, let’s get straight to the point. What should you do in order to acquire that business software that could make your organization achieve its goals? The answer to this is pretty straightforward: evaluate and buy that right business software. Yes, that’s what you need to do and here’s the best manual from ITQlick.com that could certainly help you in doing that strategically.
 
Consider the Needs of Your Organization
Let’s assume that at this point, the entire management team agreed that you are ready to invest on a certain software application. The budget has been compromised and the key persons who will be involved in the acquisition process were already identified. Therefore, it’s time to approach things the project management way.
 
Define the Project
Every business software solution is categorized base on application type, features, deployment model, market size and pricing model. Remember that our objective here is to evaluate and buy a business software product that will fit into the size and present needs of your business. So what the project management team should try to deal with first is to define the real requirements of your business exactly base on the categories set by the software industry. Moreover, by doing this activity, you are already narrowing down your search for the right solution. Now, consider bringing this list of FAQs to the project management and aim to come up with clear-cut answers.
 
  1. What type of software is needed? Is it Integrated-Suite, Best-of-Breed or Industry-Specific? Ask your CEO’s main agenda and find the perfect match from these available options.
  2. What are the core and secondary features? Are you looking for basic, advanced or hi-end features? List down the specific features per category and allow the department managers and supervisors to give their insights on this list.
  3. How are you going to deploy the system? Would it be on-premise, cloud-based, hosted, or mobile-based? Weigh these options with the help of your CIO.
  4. Are you going for Tier 1, Tier 2 or Tier 3 vendors? Their offered solutions are base on the size of their target market - SMEs, MNEs or start-ups. Seek your CFO’s advice as it is important to match your financial capacity against the cost of the solution that the providers have for you.
  5. Are you willing to pay for the perpetuity software license or a subscription-based solution is way better? How many users are there and what would be their roles in using the system? Solicit feedbacks from future end users for they know better what challenges and risks might possibly come along their way when they’re using the system.
 
Finalize the BOM or List of Requirements
After providing definite answers on the above questions, we can say that the project has already been defined. Your procurement team is now ready to do their role in the acquisition process of this solution. However, in order for them to execute their job properly, they must have the complete list of requirements - features, specifications, hardware, and the software product. In other words, the Bill-of-Materials (BOM) that is final, complete and well-prepared must be handed over to the procurement director. Needless to say, it is very important that everybody is following the company purchasing and procurement protocols at all times.  
 
Request for Proposal (RFP)
The RFP process will bring everything into formality. Since you’re more likely in a line of business that doesn’t regularly buy software products, it is of critical importance that your RFP is well-structured before you send it to your prospect solution providers.
 
Draft the RFP
An RFP that contains all the relevant information as discussed during the project management meetings will enable the providers to return back to you their proposal that is complete and substantial. Therefore, your RFP should basically contain the following:
 
Brief Introduction
  • Company Name
  • Mission and Goals
  • Purpose of the RFP (or the need for software solution)
Business Background
  • Organizational Structure
  • Current Situation (IT infrastructure, system currently in-use, system issues and desired solutions, etc.)
  • Major Objectives of the Software Purchase
Request for Specific Requirements
  • Solution Functionality
  • System Specifications
  • Vendor Company Information
  • Price Model, Service Plans, Package Options
Other Important Inquiries (if necessary)
 
Send the RFP
Well-structured RFP will bring a lot of advantages especially when the proposals from various providers are received and then subjected for review and analysis. Send your RFP to at least three to five providers (or prospects which you have already shortlisted during the project definition phase). Depending on the complexity of the solution, most vendors will send their proposal in a matter of time, which could be around 4 to 6 weeks for Integrated-Suite solution.
 
Why still send RFP?
Is there really a need for RFP if your preferred solution (like cloud-based) and the service plans or packages are already displayed on the vendor’s website? Well, yes, you still need to undergo the RFP process. For most sales people, they certainly know that those figures appearing in the vendor’s website are usually the “list price” and not the “actual price”. More importantly, the vendor’s proposal (response to RFP) will serve as your main basis for the negotiation. Therefore, sending an RFP is a strict requirement.
 
Follow up questions relevant to RFP
More often than not, questions and concerns will be raised by the vendors to whom you send the RFP. You have to entertain them with utmost professionalism. Solution providers who are seeking further clarifications relevant to the RFP are consisting of professional software experts who wants to help your organization as much as they can. Entertain them but at the same time, always be cautious when providing additional information which you know is confidential or proprietary.
 
Evaluate the Proposals
Always refer to your finalized BOM when tabulating the contents of each proposal. Part of this process is to check the features that are available from this certain vendor and to cross out those that are not. While using spreadsheet aids the tabulation process, laying down the document proposals on the table and allowing your project management team to review them one by one should always be conducted. Evaluating the proposals in full force can help strengthen your decision-making process. Have another round of brain-storming session and come with the name of your preferred solution provider.
 
When selecting the final vendor, always promote the best interest of your organization. Consider answering these questions with full sincerity.
 
  1. Which vendor can provide the long-term benefits to your organization?
  2. Which vendor can provide the best and honest service from acquisition to full implementation?
  3. Which vendor is willing to devote most of its time in better serving its client?
 
Contact this solution provider and in your own strategic approach, try to get the answers to those three important questions above. In most cases, vendor who really wants to prove its craft will offer product demos on a higher level. Others will even invite you to check their already deployed and working systems. Feel free to connect with this type of vendor. Conduct simulation and testing, be it a cloud-based or on-premise solution. Examine all aspects and angles especially those that your project management team want to really know in-depth. For as long as it could help you arrive at a better decision, consider doing all the options available – for the interest of the organization.
 
Enter the Negotiation Process
Most solutions providers can be flexible in terms of pricing. Although the final say is oftentimes on the mouth of the sales person from the vendor’s side, a good negotiation process can always deliver a win-win situation to both parties involve. While negotiation sometimes cannot be settled in one sitting session, always be honest with your intentions whenever negotiating with your provider. If it’s about your budget, justify it with clarity. If it’s about their service plans, tell them what’s lacking or missing on their solution. At the end of the day, the most important event that should happen is that both of you are shaking hands because of a well done negotiation process.
 
Seal the Contract
So what are you going to do on a contract that involves a significant amount of investment? There are three project management approaches for this.
 
  1. Pass the ball to you legal team. They know what to do and more or less they will tell you if there is something wrong with the contract. Give them enough time to review before they affix their signature and then finally seal the contract.
  2. Hire a consultant base on the technical aspect that you want to clarify in the contract. If it’s the Scope of Work (SOW), a software implementation expert is the right person. If it is related to complex legal terms and conditions, a lawyer can help. If it has something to do with money, invite an accountant to conduct a thorough review and computation if necessary.
  3. Always consider consulting your project management team. Remember that the CIO, CFO and CEO are all team members. They will be the signatories and they know what’s best for the interest of the company when signing a contract agreement.
 
From evaluation to buying stage, it is important that the project manager must take full responsibility of monitoring all the works identified and distributed among team members. This is why delegating the right project manager is also an important consideration when buying a business software solution. And again, ITQlick.com wants to emphasize that whatever the size of your company is, using the project management approach will always lead you into a better outcome – that is getting what you paid for the right business software solution. 

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Auditor - Shlomi Lavi

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Shlomi Lavi is an entrepreneur and founder of ITQlick.com. He holds a Bachelor of Science (B.Sc.) in Information Systems Engineering from Ben Gurion University in Israel. Shlomi brings 17 years of global IT and IS management experience as a consultant and implementation expert for small, medium and large-sized (global) companies. Shlomi’s goal is to share the best knowledge and news about information systems so you can make smarter buying decisions for your business.