I like that it allows you to see real time metrics of calls throughout the day and the week. The data is very detailed and insightful. It was also easy to integrate into our software.
You can’t save searches, so any time you want to pull metrics, you need to choose the users, time zone, window, etc., even though I’m always pulling the same reports. I also hate that you cannot transfer to specific people instead of queues. It makes specific language assistance extremely difficult. You also get no caller ID information or a call log to quickly see your recent contacts.
Fewer calls abandoned, more accountability and tracking of metrics, productivity, etc.