The bumpy roll-out of the Affordable Care Act has required organizations nationwide to re-assess their existing call center solutions, prompting them to determine what they need to do to ensure that issues are being addressed as efficiently as possible. For MNsure, Minnesota’s new health insurance exchange, calls have been taking longer than expected to be routed and resolved. The goal has been for calls to be answered within two minutes; however, the average wait time for callers in early October was clocked at a drawn out nine minutes. Although MNsure has worked to add call center staff and evaluate the additional number of agents needed to appropriately bring the wait time down to the ideal two minutes, what is likely necessary is employing the right call center software solution.