Technically, the company is lackluster, yet has drunk it's own kool-aid, believing itself to be innovative. User interface is implemented with a proprietary framework (Aura) that is universally criticized by its users as inferior to Aspect and other industry standards, but is ferociously defended by company insiders. Similarly, storage is done via a proprietary layer atop a small number of massive Oracle databases. This means that one database outage affects a large number of customers. The Oracle centric mindset of the "old boys" has been incredibly resistant to change. Unit testing is slowly gaining acceptance, but is still by far the exception to the rule. The monolithic nature of the code base means that tests may take several days to catch regressions. Somehow, mediocrity and risk aversion have become the norm, perhaps due to the senior management blaming failures on the very staff who are doing more than the minimum possible, and are therefore "visible".