Telephone and routing

F-3
Ability to support multi-carrier connections for individual DID number(s)

Contact Management

F-409
AI tooling to uncover traffic anomalies indicating suspicious call activity or an unexpected surge/decrease in call volume.

Self service

F-42
Seamless Bot to Bot (or IVR to IVR) transferers with payload (need clarification?)

Fraud

F-457
Fraud data warehouse/Fraud Vision. Function provides risk determination of incoming calls through matching against a list of know bad ANIs and/or fraud closed accounts

Day two

D-7
Does the system provide tooling to measure end-to-end voice quality to off-site Citi agents.
D-61
There should be no single points of failure preventing independent and complete operation.