I like being able to reach out directly with my legal team when needing assistance. The system is easy enough for employees to use. There isn't much we dislike about our contact center or support experience using this software. At times it does freeze (but only occasionally) however they tend to respond very quickly once its fixed! If you're looking into an alternative program than try for a demo first so you can see how each platform works before purchasing. Their product allows us to provide great customer service while maintaining efficiency in all aspects of running our business. Providing fast answers and solutions through multiple channels has helped customers understand options more often resulting in increased revenue and satisfaction. The best part is I had no idea what was going through my mind when they were working for me! They made it so easy by being accessible all day long if you need anything at any time during your case; however small or large -they make sure everything goes smoothly because we're not just another number in an office full of them!! Nothing really but great service from start until finish.