TCN

Pros

It offers a very broad set of features and what stands out is how deeply configurable they are. A lot of thought seems to have gone into how everything was designed. Business Insight is easily my favorite tool because of how much data it gives us and how precisely we're able to shape it around our needs.

Cons

A few features get pushed to our instance without any update in the newsroom and at times they feel unfinished. The clearest example that comes to mind is Conversations, where the BI data comes back incorrectly. There have also been multiple changes to Business Intelligence filters, including one filter function whose definition I reported as not working, only to see the description completely changed the following week without any notice. In the Learning Center some pages are blank or still have placeholder content which makes rolling out new features harder than it should be. Backoffice also only allows one browser session at a time so I end up signing in with multiple accounts just to work in different areas at once, like keeping one page open to view an IVR template while using another to recreate parts of it manually since cloning isn't available.

Pros

One thing that really stands out about the Legacy Analytics platform is how versatile it is especially when it comes to building dashboards. Even with the limitations we're aware of, it still delivers strong value and remains very effective for our day to day operational needs. On top of that the ongoing support and responsiveness from their team has been outstanding and makes a real difference for our team.

Cons

An area that continues to hold us back is the lack of an option to generate and download reports directly from the Backoffice Tool which affects workflow efficiency. We've also noticed that the automated daily reports regularly leave out data from the final day of the month. When it comes to historical reporting, having to manually create a separate report for each month feels outdated and far from what current operational demands require. The campaign follow up overview in the Backoffice Tool also feels quite old fashioned and offers very limited customization. In addition, the inability to access historical data older than two years creates a serious operational issue.

Pros

This platform is very easy to get started with. The agent interface is simple to navigate and it doesn't take long to train agents on how to use it effectively.

Cons

One inconvenience is having to switch back and forth between the Organization tab and the Back Office tab although it's encouraging to see ongoing updates aimed at cutting down on that extra step.