Call flows and routing: 

Design, configuration, and optimization of IVR flows, conversational AI, queues, skills-based routing, 

opening hours, and announcements based on business processes and performance data.

Changes and updates: 

Implementing changes for new campaigns, seasonal peaks, or expansions, 

plus applying software updates and new Audiocodes features.

Monitoring and reporting: 

Continuous oversight via dashboards for SLAs, wait times, first-call resolution, 

and customer satisfaction, with proactive adjustments and monthly performance reports

Advice and optimization:

 Regular health checks, benchmarking against best practices, 

and recommendations for improvements in efficiency, customer experience, and cost savings.