Aisha M.Validated Reviewer
Business Analyst · Healthcare · 1,000+ employees
4.5
December 23, 2025
“Scaled from 20 to 120 agents without replatforming”
Used daily for 2+ years
The main thing I can say after three years is that we never hit a wall. Skills-based routing, side conversations and custom roles all arrived when we needed them. The bill grew faster than headcount, which is the honest trade-off.
Pros
Scales cleanly, excellent uptime, strong API for our data warehouse sync.
Cons
Tier jumps are expensive and AI resolutions are billed on top of seats.