In truth, there are very few downsides to using ACD. However, if you have a small business, you may end up paying for features you don’t need with an ACD tool. Consider providers that offer tiered, scalable pricing so that you can add on features you may need in the future as your company expands.  Additionally, some users find the interface and set-up process of call rules and routing paths challenging. While there is a bit of a learning curve, most providers now offer drag-and-drop call routing path design tools, making it a bit easier.  Finally, depending on the size and type of your business, some customers may feel that ACD software and pre-recorded IVR options are a bit impersonal. Some customers also express frustration at having to listen to long recordings. To counter this, allow callers to switch to a live representative with the push of a button.