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It has many features but the best part about this software is a conversion tracking which does not exist on many platforms another best feature is voice recognition.
It has a feature called keyword tracking, but that is not as much efficient as the google voice recognition or any other voice recognition platform, there they may need some improvement. Sometimes its just record wrong words.
If you are facing lot of call routing issues, then this is the best solution. If you are collecting reviews through your IVR, then it will be of good help.
We operate 24x7 and sometimes our employees operate from home. We use this software to take the call irrespective of the lcoation. Also, it helps us route our global office calls to our call center.