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V2_Scenarios for routing and handling incoming calls
- SMS, email or callback from IVR (V2)
- CRM automation triggerd 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)