After using several products on the market I have found that Brightpattern is the most powerful and best priced software we can get and their customer service is by far the best that exists.
The features and functionality are industry best practice, but the people and support are amazing.
I was part of implementing this software, it was easy to train and easy for agents to learn. The software has great documentation if you need assistance, otherwise their support team has been great.
Customers would complain that they would leave a number for a callback to be called back and placed on hold again, or not be called back at all.
No "wait" or "standby" mode while dispositioning last call before a break.
If there are technical issues side they are quite to assess and diagnose the problem and get back to you promptly.