[brettz]

Fewer points of failure is not accurate. Many Server ACD's are Bundled solutions that there for, have minimal points of failure compared to Traditional ACD's. Bundled solutions have CTI, ACD, Multimedia ACD, Unified Messaging, PBX, IVR, Wireles, and much more all in a single platform. Therefore they have far less moving parts than traditional systems.

Plus many Traditional ACD's are Servers off of a PBX. Each time you have an application you add a server. So in many cases you can have up to 11-15 servers to duplicate what new telephony servers are providing in a single solution.

Down side is that you have a single point of failure, but most of these newer systems have gotten quite stable. The end results are that you have less integration points, tighter integrations, centralized admin and reporting, and lower failure percentages.

Traditional ACD just say "we have 99.999% reliablility. But that is not true outside of the PBX. And these other boxes bring that reliability stat down quite a bit.