The combination of voice calls, team messaging, and video calls in one desktop application has greatly reduced app-switching, which used to clutter our shifts. In the desktop version, we can see call queues, voicemail transcripts, and our teams all in one place, and everything is clearly structured. This makes it easier for coordinators to handle incoming calls and messages without feeling overwhelmed during peak periods. The call log and our customers’ contact details are integrated into our CRM via webhooks and connectors within the application. Even with the challenge of managing dozens of call queues and multiple message threads at the same time, the sound quality remains excellent and latency is extremely low. Overall, it’s reassuring to have a reliable communication system we can count on. Review collected by and hosted on G2.com.

Provisioning was fairly challenging at first. Setting up multilevel auto attendants and delegating calls meant navigating several layers of administrative submenus, and there wasn’t much training available to guide the process. The automatic AI transcription feature also sometimes misidentifies regional accents and industry jargon, so I still need to manually verify the text before it can be used in official client documents. Finally, the tier-based pricing can feel expensive, especially when you’re quickly adding user licenses for a growing number of team members. Review collected by and hosted on G2.com.