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Ahmed Nassar
Business problem:
  • As a user, I want IVR and call queuing capabilities for calls so that I can efficiently manage and direct incoming customer inquiries, reducing wait times and improving customer satisfaction.
Desired outcome:
  • Interactive Voice Response (IVR) for automated call routing.
  • Call queuing system with customizable hold messages.
  • Reporting on call queue metrics.
Use Cases:
  • Directing customers to the appropriate department automatically.
  • Managing high call volumes effectively.
The current workaround:
  • N/A