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The AI voice agents really manage to handle most of our recurring inbound calls and are doing a great job in answering calls, taking messages, and putting down notes. I would suggest to take a little time to research how to define the agents to fine-tune them. The default configuration is working fine, but you can make them more personable this way and adding multiple knowledge bases really helped us automate more of our use cases. Our support staff use fairly sophisticated call routing setups via call queues with automatic callbacks when requested.
Our setup was not too complicated, and the default worked out of the box. However, I would suggest to spend some time fine-tuning it; it is really worth it. We deployed a total of 100+ Windows and Mac desktop clients, as well as the iOS and Android mobile apps without expericeing any issues. Furthermore, we recently started to add desk phones from Poly.
The few interactions we have with their technical support were straightforward and efficient. Review collected by and hosted on G2.com.
We are still waiting for support of WhatsApp Business messaging as an alternative to text messaging. Review collected by and hosted on G2.com.
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