I do see back-agent as the 'brain' behind our market center's communication management with all agents.
Good thing about the product is - easy to share news, information and many other things with other office members.
Not so good about it is - not so many members open the email or any other form of communication.
(And I believe that is true for most back office management system - those who are interested will surely take a look at all the emails - and those who are not, will never, no matter what.)
What I am annoyed by is constant advertising to use personal services like FAX from this vendor.
Overall, like any other back office Internet, this is needed!