The ease of use that i have experienced with engage has been fantastic! there really aren't any downsides either in terms or functionality as I've seen so far- which can always be said but this time around its true!! Great product overall - great implementation guide from start through end (we had no idea what we were doing) engagement team was very helpful throughout entire project management cycle.- I like that we can easily connect with our customers through this tool. It also has an excellent dashboard where you have all of your KPIs/metrics in one place. Sometimes when trying to create reports or find data from other sources it takes some time to load sometimes. I would recommend using this software as part of your team's workflow. This software helps keep track of customer feedback which allows us to understand what aspects need improving.