Basic platform functionalities

• Wrap-up functionality
• Automatically assign tasks to agents

Outbound Dialer

• Collecting the voice of your customers (VoC) or conducting professional surveys
• Nurturing high value opportunities
• Customer retention
• Debt collection and nurturing of old loan applications
• Logical architecture for dynamically handling call-back requests

Scenarios for routing and handling incoming calls

• SMS, email or callback from IVR
• CRM automation triggered with IVR/ call-bots
• Working with external outsourcing partners
• Change routing dynamically by factor time, availability and/or load
• Escalating incoming calls to another team
• Premium customer care: Ensuring phone SLA for VIP accounts

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Integrating babelforce

• SMS to email or ticket
• How Zendesk CTI works with babelforce
• Adding a voicemail to an email or ticket

Mixed scenarios

• Call-backs for waiting customers
• Dynamic offering of integrated calls on website