Ease of use and UI workflows Users appreciate intuitive navigation, clean dashboards, and streamlined provisioning/ticketing flows.
Strong integration ecosystem Positive notes about connectors to CRM, ERP/billing, OSS/BSS, telephony providers, and CTI.
Good support and onboarding Comments about helpful implementation teams, thorough training materials, and responsive support.
Customization capabilities Praise for flexible data model, custom fields, dashboards, and automation rules.
Reliability and performance Uptime, fast search, and solid performance under typical load.
Implementation complexity or duration Complaints about long deployment timelines, scope creep, or challenging data migrations.
Pricing and licensing concerns Perceived high total cost of ownership, unclear licensing, or expensive add-ons.
Limited or opaque support Issues with response times, insufficient onboarding assistance, or support not meeting SLAs.
Performance bottlenecks Reports of latency in large data sets, slow integrations, or API rate limits.
Customization restrictions Frustration with limited out-of-the-box functionality or difficult customization for niche workflows.
