Sales
- Use Cases Lead Response, Outbound Campaigns, Callbacks, Appointment setting
- Features Predictive/power dialers, CRM pops, call recordingAI call summaries, WhatsApp follow-ups.
- KPIs Speed-to-lead, connect rate, demo booked rate, revenue per rep.
Customer Support
- Use Cases Ticket Triage, SLA routing, Returns, Complaints, Knowledge Deflection.
- Features Omnichannel inbox, IVR Self-Service, Sentiment Slerts, Agent Assist, QA/Coaching.
- KPIs FCR, AHT, backlog, CSAT/DSAT.
Marketing
- Use Cases WhatsApp Campaigns, promos, event registrations, nurture sequences.
- Features WhatsApp Business API, segmentation, personalized templates, analytics & attribution.
- KPIs Open rate, CTR, lead conversion, ROAS.
Collections
- Use Cases Payment reminders, PTP tracking, escalation management.
- Features Auto dialers, secure IVR payments/links, compliance recording, audit trails.
- KPIs PTP kept, recovery rate, disputes, agent compliance.
Operations
- Use Cases Service updates, incident notifications, internal hotlines.
- Features Mass messaging, IVR outages menu, wallboards, on-call routing.
- KPIs MTTA/MTTR, notification reach, incident SLA.
IT / Helpdesk
- Use Cases Ticket intake, password resets, device provisioning, outage comms.
- Features AD/SSO flows, IVR bots for basics, knowledge suggestions, escalation matrix.
- KPIs Ticket deflection, SLA compliance, resolution time, CSAT.
HR / Recruiting
- Use Cases Candidate screening, interview scheduling, onboarding comms.
- Features AI pre-screen Q&A, automated reminders, WhatsApp day-of updates, feedback capture.
- KPIs Time-to-hire, no-show rate, candidate NPS.
Finance
- Use Cases Invoice reminders, KYC checks, statement queries.
- Features Secure identity flows, redaction, templated responses, audit reporting.
- KPIs DSO, dispute rate, error rate.
Field Service
- Use Cases Job dispatch, ETA updates, feedback capture, proof of service.
- Features WhatsApp location sharing, IVR scheduling, automated reminders, post-visit surveys.
- KPIs On-time arrival, first-time fix, customer rating.
