We used BriXXBox for creating an application that is in use at our customer service center since more than 3 years now! It's really user friendly both when it comes down with development as well how we can manage all of its features once they are done - great tool!! Nothing so far but I would love if there were some better integration possibilities between Salesforce & Brixbokx (ease/speed etc.).
But this might be just my opinion only ;) Just give them chance :) Our customers get support from us 24h / day 365 days per year which leads into many problems like wrong timezones or differences regarding holidays leading up sometimes long waiting times before getting back contact again because someone had passed away during holiday hours :). Nowadays most people have mobile phones connected everywhere around their body even while sleeping meaning you never miss callings anymore nor do.