Simple call routing is ok but adding some business intelligence into the mix changes things entirely
"It's time for those big business advanced call routing strategies that we all use in our personal lives to start helping workflow at the small and medium business level!"
With supported and integrated CRM/ERP/PSA systems you can now introduce an Auto Attendant Option to present the caller with a prompt for an existing ticket number.
If the entry is successfully matched in your system then you have options:
If the entry is not matched then you can:
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