Great pricepoint. Support is very responsive and helpful. Feature requests never feel like they disappear into the aether. Permissions granularity is fantastic. Review collected by and hosted on G2.com.

I don't like that I can't disable the challenge scoring system. For our use case, we do not need the system to score staff service quality and compare it to other staff, and it doesn't lead to a productive environment for us. I just have to tell staff to ignore the number.

The configuration settings can also be fairly unintuitive (but after some time, that goes away, and I really haven't had to tweak much since initial implementation besides adding/removing agents here and there). Their onboarding support is also super responsive, which alleviated that frustration as well. Review collected by and hosted on G2.com.