The customer service is sincere. During one of our product launches, there was a crisis and they remained on the phone with us until 11 PM to assist us in troubleshooting. I almost cried from relief.

The holistic analytics platform has transformed the way we run our call center. We are monitoring more than 60 various indicators in real- time, including conventional KPIs such as average handle time and first call resolution and more specific ones such as sentiment trends and keyword frequency. The personalized dashboards imply that every supervisor will only see what is important to his or her team. The speech analytics is not just a simple transcription using AI, but rather the recognition of training opportunities, compliance risk, and customer satisfaction trends that we would never have detected otherwise. The reporting is easily exported to our business intelligence tools and thus board presentation is much easier.

The Flow Builder. I am not a techie by any means, however, I constructed our complete IVR system on my own in a sort of afternoon. Just drag, drop, done. Felt like a genius, haha!