What do you like best?
Excellent IVR and ACD together
Email, Chat and more included in the Agent desktop
Legacy support for thick client (CAD) or thin client (Finesse)
Excellent call flows and reporting
What do you dislike?
Complex configuration with little pre-created scripts
Deployment for Omni-channel can be complex
Mix mode (CAD and Finesse Clients) only supported for short time
Reporting Standard and Premium supported On system and off system (should be integrated)
Complex pricing structures
Licensing must be kept track of
Recommendations to others considering the product
None, ok look at Avaya if you have an existing Avaya and want to stay with a single vendor.
What business problems are you solving with the product? What benefits have you realized?
Contact Center solutions for Small to Enterprise clients (small-medium use CCX and medium-large use CCE)
This option allows us to scale to the customers needs.