The ease of use for employees who are not technical users but want an easy way to monitor all aspects of their business process. There are many capabilities within this system which can be used in different ways depending upon your needs. I have only been using it for about 6 months so far, however, we've had no issues at this point. It's very easy to learn how to navigate through the platform and find what you need when needed. We're able to track our customer service performance and adjust as necessary.