I was honestly skeptical of all the uptime marketing language when we signed up, five nines this, active-active that, sounds like buzzwords until you actually need it. We had a pretty nasty regional outage hit one of our data centers a while back, and I fully expected our call center to just go down with it. It didn't. Traffic apparently just shifted to another data center without us doing anything, no failover delay we noticed, no dropped calls that I heard about from the floor. That was the moment the "guaranteed uptime" stuff stopped being a sales pitch and became something I actually trust.

Also just a small thing but click-to-dial from the agent desktop saves more time than I expected day to day, agents aren't manually punching in numbers for outbound follow-ups anymore. Review collected by and hosted on G2.com.

Support during any kind of platform-wide hiccup, even minor ones, gets slower to reach since presumably everyone else is calling in with the same issue at once. Had one smaller incident where getting someone on the phone took longer than the actual issue lasted. Review collected by and hosted on G2.com.