I like how easy it was to use, very user friendly! The software helped me get organized with my calls so they were all grouped by day which made scheduling easier for myself as well as clients/customers who called into our office regarding an issue or question about their account. Sometimes there would be days when we had no incoming call but yet still got emails from customers asking questions etc.. This can happen if you are not using your system properly sometimes though i have found this has improved since version 2 of vta came out recently.- It's been great working through these issues because now everything gets tracked instead of just emailing someone back saying "sorry" - nothing really- Just continue doing what u've always done :).