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
• Multi-brand and multi-language contact centers
• Specialized service centers