When Ford first introduced their integral "infotainment system" called "Sync" (wholly written by Microsoft, which was badged as such in the car) it was, IMHO, about 85% perfect on V1. Had it on a Ford Contour. Loved it. Then, those brilliant minds--the engineers at Ford--could do it better and cheaper than Microsoft, and their new and improved model was called MyFordTouch (MFT) Introduced on a Ford Edge. It was a kluge; a horrendous downgrade in every way imaginable.
I'm happily retired now but was selling Fords and Lincolns when SYNC came out. it worked pretty well, had neat features, and was easy to help a new client use. MyFordTouch was a pig's breakfast. The worst part was that Ford required every new vehicle to be activated on delivery, and then we had to deal with pissed-off customers for weeks and months on end. There was a help desk, but getting through in a timely manner was hit or miss. From a customer service standpoint, it was a disaster. The good part was that the factory soon was sending out product training people to help us and, more importantly, listen to us about what the problems were and tricks we had learned to get things to work.
The telematics improved over the years, but we were always on pins and needles whenever they rolled out "improvements." When I retired right before COVID hit in 2020 all that stuff worked pretty well, and my 2020 Escape Hybrid still performs flawlessly.