I like that it's easy to build phone numbers into my website, so if someone calls me they're directed straight in! The dashboard is not very organized or intuitive - you have multiple tabs open at once, which makes navigating sometimes difficult when building out an area of functionality (such as adding new countries).
They also don't provide call recordings for free accounts after 7 days unless we upgrade our account before then. It doesn’t make sense because there are tons of other SaaSS providers who do offer them for FREE but why would their customer service team charge us $25 per month just so we can use those services? We had been using another provider previously where all contact information was stored locally within one database; this made management easier than managing two separate databases/tools.