I love the level of customization for each agents, and creating forms would better manage, and direct each issue to the appropriate department for great support.
Cayzu is the clear winner for us. Easy to use, flexible, great for agents and great for management.
The wealth of knowledge within the Cayzu Customer Service Knowledge base is very useful and frequently updated. This helps us and them reduce calls and increase customer satisfaction.
There are many layers to the features, but you get use to that. Anxious for the customizable end user portal to be released.
New kid on the block so won't have all the features that the bigger apps will have (but will soon).
We're still in the evaluation phase. There's so much capability in there it's difficult to know what we might run across.