Cingular considered hiring a consulting company to write custom call center reports or a vendor to custom-build an entire call center application. It even considered trying to write an application with internal resources.

After careful consideration, it chose Informiam, which had a successful track record in the industry, including within other divisions of Cingular. It felt that Informiam products offered the most robust set of features, the fastest turnaround time, and the best value of any of its alternatives.