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Ease of use and onboarding Quick initial setup, intuitive admin console, helpful guided tours.

Reliability and performance Stable call quality, low latency, high uptime, robust failover.

Customer support and success Responsive account management, helpful support engineers, effective issue resolution.

Integrations and extensibility Strong connectors to popular CRMs/help desks, easy API access, good

Security and compliance posture Clear data protection measures, compliance certifications, and transparent incident handling.

Price/value concerns Per-user or per-seat costs higher than alternatives.

Implementation and onboarding challenges Longer-than-expected deployment timelines.

Support quality and responsiveness Slow response times, resolution delays, or inconsistent support levels.

Reliability and quality issues Intermittent call quality problems, outages, or latency spikes.

Limitations in customization or integrations API rate limits, missing connectors, or complex/custom development required for desired workflows.