Overall, it's been great partnering with our colleagues at Aisera in not only deploying and expanding our implementation of their solution, but helping influencing the product roadmap as well. The solution feels substantial and powerful, but relatively lightweight from an administrative perspective. While we have benefitted from working so closely with our Customer Success Manager and the Product team, we are still eagerly awaiting a formal customer support program to be established, which would increase the feeling of ease and security we have in maintaining our implementation, and the tracking of of trouble tickets to resolution.

Aisera is young and has a still-developing platform that somehow manages to deliver pretty amazing results from the jump. What really makes working with Aisera enjoyable and boosts the performance of their product as it continues to mature is the effort and availability they dedicate to collaborative partnership. The Aisera team is intimately familiar with our use case, our objectives, our systems, and our team -- primary and secondary stakeholders, product managers, and development engineers on BOTH sides. The level of engagement we enjoy with Aisera allows us to not only leverage the platform to the extent of its capabilities, as well as be creative designing the user experience and 8x8-specific functionality, but also move fast on delivering while staying in close sync. They are great partners and great people, and even sometimes difficult conversations are had with ease, openness, and understanding.

Though developing rapidly, the platform still has a way to go to make it more "hands-free" -- more than a year in, though we are deflecting at a strong rate, considerable manual administration and tuning are still required. Content management options are also more limited than we'd like, though we know improvements are coming soon, and we are able to see our feedback often rapidly be actioned in releases.

I love the fact, that I have the ability to choose my preferences, i.e I can opt to choose the Chat option instead of the Social media option

A great web platform that is accessible from any device, & we have been able to resolve customer queries quickly, even when working remotely.

When there are many client support request issues, and one is using a mobile phone, the platform is quite slow.