The ease in which it can be used by both managers as well customer service representatives is amazing! It has made our lives so much easier when dealing w/ customers & employees alike because we are able to get things done quickly without all those annoying interruptions or time wasting steps required (sometimes) using other call center systems out there!! There isn't anything I dislike about this product at ALL. We have been searching everywhere looking into different products but could not find one better than what was already offered here - ClariSuite Call Center Software System. ! Our staff loves how quick everything goes through now since implementing their own system rather then waiting around forever like before while trying figure something else out themselves instead of us being right behind them everystep along way helping solve issues faster. !!