The ability for our customers to interact directly from their phone calls has been great! We have had only positive feedbacks about this amazing feature which makes them feel more connected than ever before!! Sometimes we get stuck after many tries of getting through but not sure why that can happen as well. But overall I would say everything so far seems perfect (in my opinion). Nothing yet, since this software/feature was added recently by us there hasn't really been much time where issues could arise or even occur unfortunately :) It should improve over all if you choose wisely what features are implemented because sometimes some may work worse then others like me who doesn’t understand how things works :D Overall very good product, easy use interface etc.. It was easy for me to get used to using this product since I have been working with an Interactive Voice Response system for years now. The customer service has improved significantly since switching over from our previous provider. There are still some glitches that we're solving but overall I would say their support team is very helpful! We were able to implement this new platform into our existing systems within two weeks without any training or assistance needed.