ConnexAI

“Complex setup with little support”

Pros

With the right expertise on hand, AthenaAI can be a strong product. The platform looks polished and well designed and when it's configured correctly, it can deliver meaningful value for call center operations. Having 24/7 customer support is also a benefit and there are several native integrations available, including Gmail, Salesforce and Outlook. That said the company clearly expects someone on your team to become the internal subject matter expert in order to get the most out of it.

Cons

Getting this software up and running is very complicated and there are plenty of things that can go wrong during implementation. None of the products really work as an out of the box option because everything is customized around each company's business needs. While that level of tailoring can be useful, it also makes demos less effective and turns the setup phase into a long process. If they offered more standardized versions of the product, it would probably be much easier for buyers to evaluate and commit. On top of that the US implementation team feels understaffed and overextended. The engineers seem to be juggling five or six implementations at the same time and from what I understand, there are only about four of them. If you need someone on site for setup, it will be one of that very limited group.