Overall experience with
How helpful reviews are selected
Favorable Review
The AI- First Game Changer: Scaling Smarter and Faster Without the Clutter
Critical Review
Product: Skype (Legacy)
Essential for airgapped environments, but modernization remains a concern
Likes and dislikes about
likes
1. AI-First Copilot Integration: Copilot handles the heavy lifting by drafting responses and summarizing long stories, letting us focus entierly on the customer. 2. Unified Omnichannel Experience: Managing voice, chat, and social media in one single window keeps our workflow smooth and prevents losing customer context. 3. Intelligent Intent-Based Routing: The system automatically directs callers to best-suited agent based on their specific needs, slashing our transfer rates significantly.
March 26, 2026
dislikes
Overall lack of development and modernization from Microsoft due to what seems to be a broader lack of interest in customers who are forced to be on-prem only in airgapped environments, which constitutes a significant portion of the government/aerospace/defense sectors. I understand the push for cloud alternatives, and would love an on-prem tools, but there are many customers who simply do not have the option to use any cloud services. It almost seems like Microsoft is embarrassed at the Skype name since it is now a pretty dated brand, but the fact that they havent tried to seriously develop the application much only adds to that stigma.
May 22, 2026
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