Sirikonda B.
Enterprise, 500+ employees
“Powerful workspace with bugs”
Pros
After relying on it every day for the past two years, I can say it's a reliable, high-performing platform. The all-in-one workspace, along with background noise removal, makes handling support across multiple channels much easier. Automatic call summaries also cut down a lot of the time spent after each interaction. There was a small learning curve at the beginning but the platform's overall stability has made my daily workflow feel very aligned.
Cons
Working in it every day, I still run into a cluttered interface and the occasional glitch that forces a reboot in the middle of a shift. Building custom reports in Analyzer feels more complicated and slower than it should be. On top of that, presence sync with Teams doesn't work consistently which can send calls to agents who are already busy and the AI summaries sometimes miss important context on more complicated issues. To make matters worse, Cisco TAC support is slow and drawn out so even basic platform bugs can turn into a frustrating process to resolve.
Rating Distribution
Ease of use
4
Value for money
7
Customer Support
5
Functionality
5