5 out of 5.0, Reviewed Nov 30, 2016
Knowing what we wanted and how we wanted it to work with current systems made it a simpler installation. We did have to do a "dot" release upgrade about six months after completion.
Get the latest version, but find out when the next planned release is coming. We expect to go to the Aura 7 version within the next year.
It works as promised. Our call center agents and supervisors are happy and able to efficiently do their jobs. We get good quantifiable data for scheduling and resource allocation.
The cost of the maintenance contract.
Have a better refined support website. Searching for the correct document or determining if we needed a patch took some time.
Get a timeline for future improvements and patches. It seems that we are spending too much time on small maintenance fixes, which is very time consuming for our staff, as we are a 24 x 7 x 365 business.
4 out of 5.0, Reviewed Aug 29, 2016
We've encountered only problems about the implementation of a new product, with a new "user experience". But after a reasonable time all works fine.
I like all product features that gives us the possibilities to manage more Contact Center in more locations.
A better installation planning, in more steps instead "one-shot" installation.
The Support portal works fine, with a good response time.
4 out of 5.0, Reviewed Aug 17, 2016
Every stable product with good support
make sure to review complete contact center requirements including all the vendors and location that the solution will be used. especially if you have international call routing and contact centers supported multiple vendors across countries
understand the landscape of current solution before proposing the initial solution
happy with product
thirs party vendor support is not good
4 out of 5.0, Reviewed May 10, 2016
ask about hardware.
Get in writing.
Assure you have covered all parts of the project.