V2_Scenarios for routing and handling incoming calls

• SMS, email or callback from IVR (V2)
• CRM automation triggered with IVR/ call-bots (V2)
• Working with external outsourcing partners (V2)
• Change routing dynamically by factor time, availability and/or load (V2)
• Escalating incoming calls to another team (V2)
• Premium customer care: Ensuring phone SLA for VIP accounts (V2)
• Multi-brand and multi-language contact centers (V2)
• Specialized service centers (V2)