I've used this software in several different capacities. It allows for very detailed call queues to be created so that customers can be routed to accurately. It shows the clients call number so you can verify that piece of information without having to bother them with an additional question. It show agents names which is great for providing feedback or getting back to them if necessary. It has excellent reporting capabilities.

What I like best about Aspect is that it gives you different views of service levels. It gives you projected service levels, as well as active service levels, so you can really gauge what you are doing with your day..