The best part about this software was I never felt like my calls were being picked up or that they weren't prioritized with other customers! There wasn;t anything in particular i disliked but it seemed as though there could be more customization options for me if needed down the road (which we haven t used yet). Our team has been able use their time effectively while listening/reading callers' questions instead of having them wait longer than necessary before answering those types inquiries via email etc..