The ease of use and simplicity it has to set up what you want to do within your workforce.

The WFO interface is very user friendly and helpful Reporting is helpful Forecasting is accurate Support is helpful

The level of detail and ability to configure as required for the organization. Set service level, operational hours, agent performance, historical data, shrinkage view etc is very helpful. It has the ability to have a parent-child relationship between contact types linked to agents that are skilled to handle them. It has routing sets (groups) that is configurable by single skilled or multi-skilled. Forecast and schedule integration and administration is easy. Features like tracking Multi channel performance, shrinkage analysis and setting staffing tolerances is very helpful for large contact centers.