I like that it is very user friendly - easy enough for even non technical people can use without having any issues at all with their phone system etc or data management side! It does take some time getting used too as you have to get familiarised but once there then its great! There are no downsides in my opinion so far just continue using until its more fully released otherwise there may be problems/issues if this happens!! Great product we've been able to manage our calls better which has helped us improve customer service levels greatly.