Aisera

Pros

The platform works great on any device and has proven to be a lifesaver for our remote team. We're able to help customers fast, no matter where we're working from.

Cons

If support requests pile up and I'm trying to work from my phone, things get really slow down and pretty frustrating

Pros

Aisera is still quite new and their platform isn't fully polished yet but I feel it already delivers some really impressive results. What makes working with them actually enjoyable and what helps their product get better as it grows, is how hard they work at being real partners. Their team is always available and genuinely puts in effort to help, they really know our business, our goals, our systems, our people and understand who our stakeholders are. This level of partnership means we can use the platform to its full potential, get creative with custom features for 8x8 and we can move fast without losing sync. They're just great to work with even the hard conversations feel easy... everyone's understanding and nothing gets weird.

Cons

We've been using the platform for over a year now and while it is growing fast, it's still not quite where we need it to be in terms of running on its own. Don't get me wrong... we are deflecting a healthy number of tickets but i'm still spending a fair amount of time on manual tweaks and keeping things tuned. The content management side also feels a bit limited for what our team wants to do. That said I know improvements are coming, I've actually seen suggestions we've made show up in new releases pretty quickly so im hopeful.