The ability that it gives you as an agent/manager so easy & fast access information about your calls which helps me make decisions quickly! It makes my job easier by doing some things automatically but I have not found any thing i dislike yet!! So far everything's great. As long as they continue making features like this one we will be fine :) This product allows us at our agency (Vanguard) to communicate instantly throughout out entire office regarding customer service issues whether its email or phone etc.