I'm happy to be using this product as it becomes better and will be a very strong product to beat in the future.
As in our Customer Service Center the biggest volume of users are the agents, the ease of use and friendly interface are one of the most important things for us.
I like the ability to have so many features all in one solution. This allows us to operate with minimal 3rd party vendors and helps minimise costs.
It's hard to read and when extracting the data and the formatting is hard to read / follow.
There is always the worry that the system will go down and leave us dead in the water but those instances have been minimal so far.
Since it is centrally located on the cloud, we have had some issues with lag.