If you have the necessary expertise, AthenaAI can be an excellent product. However, the steep learning curve and the significant amount of time required to master the system can greatly reduce its overall value. Visually, the software is very appealing and well-designed. If you manage to configure it properly, it can bring real benefits to your call center operations. Customer support is available around the clock, which is a definite plus, but the company strongly encourages you to have someone within your organization become the subject matter expert. There are also several built-in software integrations available, such as Gmail, Salesforce, and Outlook. Review collected by and hosted on G2.com.
Setting up this software is quite complex, with numerous potential issues that can arise during implementation. None of the products offer an 'out-of-the-box' solution; instead, each one is customized to fit your company's specific business requirements. While this tailored approach can be beneficial, it also means that demos are often ineffective and the initial setup process can be lengthy. If the company provided more general versions of their products, it might make it easier for customers to make a purchase decision. Additionally, the US implementation team is quite small and appears to be stretched thin. The engineers are typically managing five or six implementations simultaneously, and I believe there are only four engineers on the team. If you require on-site assistance for setup, one of these few team members will be sent to help. Review collected by and hosted on G2.com.