Many brands are part of a network of different departments and companies which collaborate to offer products and continuing support to both businesses and consumers – and it’s unlikely that customers will always know how operations are structured and which team is best to contact for help. Consequently, contact centres receiving calls from customers that can only be serviced externally by partners in their network or other teams. Manually redirecting high volumes of unserviceable calls and capturing extensive customer details can waiting times among callers who have serviceable queries.