What I notice most in day-to-day use is how much easier it is to see what’s actually happening in the queues. We handle a mix of voice and digital contacts from freelancers and clients, and before it was difficult to tell where things were backing up or getting bounced around. Now I can check the real-time load, handle times, and basic routing performance all in one place. The AI-assisted routing has also reduced some of the unnecessary transfers, which used to waste time for both agents and the people reaching out to us. Review collected by and hosted on G2.com.

A few of the setup screens still feel more complicated than they need to be, especially when we’re adjusting routing rules or trying to build a custom view. Supervisors who only jump in occasionally sometimes need a quick refresher on where certain options and settings are located. Digital channel hand-offs also aren’t always as smooth or consistent as they are on the voice side, and the reports occasionally need a bit of tidying up before we can drop them into our internal tracking sheets. Review collected by and hosted on G2.com.