“outstanding system stability”

Pros

One of the best parts of using this software is how stable the system is. It runs reliably and consistently which really stands out during regular use.

Cons

There is not really anything I dislike but the reporting system is quite detailed and can feel overwhelming because of the large amount of data it provides.

“standout support”

Pros

Nothing else we've used in our contact center has been as stable as this, whether it was an on prem system or another CCaaS platform. That reliability has easily been the strongest part of it. The support team has also been excellent throughout, from onboarding all the way to ongoing help making sure we had the knowledge and tools needed to succeed.

Cons

License details and role administration could be a bit clearer but they haven't been major problems and are usually resolved without much effort.

“Licensing is overly complicate”

Pros

The web interface feels modern and the SaaS hosting model is a nice advantage.

Cons

I found the licensing process to be overly complicated and tightly controlled by the vendor. Some features are still vendor managed even though admin modules are available.

“Great UI”

Pros

Its interface is really well designed and user friendly especially when it comes to the integrations with our other systems. Performance issues hardly ever come up and overall it's been a dependable platform for our team.

Cons

Even though the system is reliable overall, there are occasional times when it slows down a bit but it's nothing too serious.

“helpful support team”

Pros

Almost immediately, the service has felt professional and approachable. The team responds quickly whenever issues or questions come up and they're happy to work with us while offering suggestions that help us keep improving. The product itself has been stable and forward thinking, with hardly any telephony downtime in the 2+ years we've been using it. It also gives us a good range of digital platforms which means we can offer more choice to our customers. On top of that it's easy to use and we've recently started integrating it with our new CRM system which has made our workflows more efficient.

Cons

There have been a few product issues that we haven't been able to resolve although in the bigger picture they've been fairly minor. Also some parts of the system just don't make financial sense for us to adopt. While we might see some benefit from them, it wouldn't be significant enough to justify paying for the extra licenses.

“clear dashboard for supervisors”

Pros

From a supervisor's perspective, the dashboard is clear and customized to what we need to see. At a glance, I can tell who is logged in and quickly decide if I need to shift resources around.

Cons

Managing emails can be a bit awkward at times and some of them can't be forwarded directly so we have to download them first and then send them through Outlook. There's also no colleague address book built in which means email addresses have to be entered manually.

“reliable call flow”

Pros

Setting up call flows is quick and the platform has been very reliable. The service and support have also been solid. I also appreciate the flexible licensing model since you only pay for what you actually need.

Cons

Up to this point there haven't been any issues during day to day operations.

“supportive and knowledgeable team”

Pros

Working with them has been a really positive experience. They're approachable, know their stuff and the support they provide has been consistently solid.

Cons

I don't have any complaints since we all collaborate really well as a team.

“helpful training resource”

Pros

The training provided, together with the support guides, has been really useful for learning how to work through the system and create reports.

Cons

Getting answers to questions or issues can take a while and they are not always fixed on the first try.

“Limited engineer access”

Pros

Uptime on the contact centre platform has been very reliable which is a strong point.

Cons

Communication with Content Guru engineers through MS Teams feels too limited and could be improved.

“simplified our processes”

Pros

Something that really stands out is how reliable and stable the system has been. It's very user friendly, has helped us simplify our processes and getting to the data we need is simple. The conductor platform is also a big plus because it lets us make changes on our own without having to depend on CG every time.

Cons

There's not much to complain about. The only thing I'd really like to see added is some kind of case management since that would make the overall experience even better.

“lets us pick and choose the features we want”

Pros

Having a cloud based omnichannel platform we can scale as demand changes has worked really well for us and the modular setup means we only pick the features we actually need and want. That includes the AI tools for live call transcription and call summaries, plus the integrated QAM solution and WFM for forecasting and scheduling. It also supports IVR, ACD and AI driven routing which helps improve efficiency and creates a better customer experience. On top of that the system is generally user friendly.

Cons

An area that can be tricky is the licensing model since making sure each user has the correct license assigned can get a bit confusing. That said, the support team has always been available to help us understand it better.

“detailed reports”

Pros

Right away, the interface feels user friendly and simple to navigate and the reporting tools are especially impressive. They're very detailed and give plenty of options to pull exactly the information you need. On top of that the reporting automation saves a lot of time and adds a lot of convenience.

Cons

One downside is that new features don't get rolled out immediately.

“ahead of the curve”

Pros

Their out of hours support has been really reliable and they offer a strong range of products that stay current with modern technology, including AI software. That has helped us be first to roll out some of the services we've delivered over the years and stay ahead of the other DNOs.

Cons

The new dashboard design isn't to my taste and updates based on user feedback have taken longer than expected. Communication around changes and how they affect users could also be clearer.

“better customer interaction”

Pros

This platform has made a noticeable difference in how efficiently we handle customer interactions and it gives us much better insight into those conversations.

Cons

Getting everything set up and configured can be fairly complicated and some customization options still need technical know how or help from the vendor.

“We can handle integrations ourselves”

Pros

One of the biggest strengths of this platform is how reliable and stable it is. In situations where uptime and call quality are absolutely critical, storm delivers consistently. That kind of dependability takes away a lot of the operational burden that usually comes with managing telephony infrastructure. The Flow product is another major plus. It gives users the ability to handle integrations themselves and modify call flows without needing to depend too much on outside support. With its drag and drop setup and detailed control over routing logic, IT admins can make changes quickly as business needs shift.

Cons

Honestly its a bit challenging to be get everything configured at the start especially for someone new to the platform. It's a very powerful and flexible system but that also comes with a fairly steep learning curve when you're first working through all of its features and configuration options.

“endless customization options”

Pros

There's a lot you can do with this when it comes to customization, data and analytics and ongoing improvements like AI. It feels like the platform keeps evolving and the company is keen to stay ahead of the curve.

Cons

That said a lot of the customization and analytics features aren't very accessible. Even when you just need something simple, like seeing the number of calls, it can end up being more difficult than it should be.

“all channels in one place”

Pros

Having email, chat and SMS together in a single omni channel solution has been a big plus for us. We haven't had to look for separate tools or alternative sources because everything is available in one platform.

Cons

One challenge we've run into is the window scaling when integrating with Salesforce which has caused some usability issues.

“Useful AI summaries”

Pros

The agent desktop interface (DTA) is very easy for agents to use. The UI has consistently been simple and user friendly so it's easy for just about anyone to work with. On top of that RTAS/AI Summarisation has become a real favourite among agents because they no longer have to spend time manually typing notes. Being able to generate a full call summary with a single click has made a huge difference. It also keeps improving, with regular updates and new products being released that add genuinely useful functionality. That has helped our team stay equipped with one of the best solutions for keeping in contact with customers.

Cons

It offers so many features and metrics that it can sometimes be unclear how the product is supposed to be used. One example is the large number of different reporting options available for inbound calls which can make things confusing. There are also parts of the admin portal that seem overlooked when it comes to modernization especially Storm UC. Compared with other products that are updated even more frequently, its interface feels outdated.

“feature packed”

Pros

Packed with features sometimes almost to the point of being too much but the Dialler functionality, blending and overall flexibility are really strong. If something isn't currently available or already on the roadmap, it can usually be built around your own requirements which is a big plus. It's also not difficult to speak with account management and even senior management when needed. The platform keeps evolving with new features and functionality and the customer forums are genuinely useful as well.

Cons

The licensing model could be better since you have to buy licences in advance and keep spares rather than just paying for what you actually use. Support can also be frustrating because when you call, they often ask you to send an email instead. Out of the box integrations are limited, call reporting feels overly complicated with too many metrics and the admin portal could do with more functionality so you don't have to contact support for things like seeing the full call path and call quality.