The most useful feature is Speech Recognition which makes it easy for us even without any training of our own data set; this has helped me in many cases where my colleagues are not around or they cannot hear what I am saying clearly! Sometimes we get very late responses from them when there's some problem with their equipment (like no microphone).
We need more features like these so as users keep getting better at making use out software/hardware devices will improve too :) Very good tool if used properly can help solve customer problems related issues such automation etc., This helps save time by reducing manual intervention required while solving customers queries &.