Good, but room for improvement.

Very few things in the world are perfect, but it was pretty easy for me to pick up when I first got here. Then again, InContact has gone through a couple updates in the past three years so I'm not sure how easy it would be to learn now.

For my job, primarily dealing with vendors and customers, it's always appropriate. For some other positions that primarily work internally (i.e. Quality Assurance Manager, Customer Service supervisor, etc) it's a little less necessary. They pretty much only use it to confirm information that was provided, take notes for improvement, etc.