Buggy as hell. Calls drop, agent can't hear customer, customer can't hear agent, agents receive calls while in not ready state, agents receive multiple calls simultaneously, phone stops ringing so agent doesn't know they're receiving a call, stop recording stops working randomly, random agents will just stop receiving calls despite there being no change to their settings... and that's just a few!
No way to export or import agents to make changes en masse yourself - you have to send a request.
Out of the box reporting is terrible. No drilling down on historical call data within TD - you can only filter by ring group and there is no ability to sort requiring you to export ALL the call data in order to drill down or filter (sometimes I have to do this multiple times a day to get basic info like when was the last time agent X received a call). Even if you use filters before exporting, none of the filtering carries through on the export you create.
Simple call center functionality is missing - if an agent tries to transfer to another department but everyone in that department is busy, they receive an error message. It should do what every other tool does and place you in queue until the next agent is available. As a workaround, agents have to call the actual phone number of the department and sit in queue, but that messes with the reporting. When making outbound calls agents are unable to select which ring group's ph# they want to appear on their caller ID. No overflow - let's say your IVR has 2 options and the customer presses option 1. If no one is available, the call will sit until one of them becomes available. There needs to be a way to have those calls go to the next available agent instead of waiting for someone with that exact skill.
Skilling - The more ring groups (skills) an agent has the fewer calls they receive. When you're managing several languages (which may have different goals) and skills (which may have different goals) across multiple call centers globally (which may have different goals) and you can't export your agents at will to view and adjust holistically, figuring out how everyone should be skilled to meet your goals is quite challenging.
The provider is aware of our issues and are working on fixes, but it feels like a big step backwards for us and I have little confidence that the aforementioned issues will be completely resolved any time soon. CCaaS providers typical response to the reporting issues is "it'll do exactly that, you just need to integrate with X tool." But they don't say that X tool also sucks out of the box and that you'll have to pay them or some other developer or consultant to get you what you want. CCaaS providers need to do more feature benchmarking - they should see what the companies that have been doing this for decades offer out of the box and do a better job of providing similar.
I'm only scratching the surface of our issues with this product. I spend an inordinate amount of time chasing issues, troubleshooting (if I get told to clear cache and cookies one more flipping time), and following up. If it were up to me, I would pay more (maybe even significantly more) for a provider that has been around longer and offers a more robust solution. If you need something very simple that can be set up fast, this might work. As soon as you start adding complexity, it falls apart.