Comment by bigmicro

A few:

- assign calls to different members (round-robin, escalation)

- capture lead info (name, email, etc)

- don't reveal actual phone number

- recording, transcription

- soon, conversational AI agent (as optional backup)

With a WhatsApp/phone, you can't really switch it from one employee to another easily. Managing load is harder, seeing call logs is harder. And a full call center solution is too much for a small business.