Amazon Connect vs. Enghouse Interactive Contact Centers

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.0 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
Enghouse Interactive Contact Centers
Score 6.1 out of 10
N/A
Enghouse Interactive headquartered in Phoenix, Arizona offers Contact Centers, call center software. Enghouse Interactive is a division of global, publicly traded company Enghouse Systems.N/A
Pricing
Amazon ConnectEnghouse Interactive Contact Centers
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
No answers on this topic
Offerings
Pricing Offerings
Amazon ConnectEnghouse Interactive Contact Centers
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Amazon ConnectEnghouse Interactive Contact Centers
Top Pros
Top Cons
Features
Amazon ConnectEnghouse Interactive Contact Centers
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.2
4 Ratings
15% below category average
Enghouse Interactive Contact Centers
7.0
2 Ratings
17% below category average
Agent dashboard5.24 Ratings7.02 Ratings
Validate callers7.14 Ratings6.02 Ratings
Outbound response7.14 Ratings7.02 Ratings
Call forwarding7.14 Ratings9.02 Ratings
Click-to-call (CTC)7.14 Ratings6.01 Ratings
Warm transfer8.94 Ratings7.02 Ratings
Predictive dialing5.13 Ratings6.02 Ratings
Interactive voice response6.14 Ratings9.01 Ratings
REST APIs9.03 Ratings6.01 Ratings
Call scripts5.24 Ratings6.01 Ratings
Call tracking7.14 Ratings8.01 Ratings
Multichannel integration9.14 Ratings7.02 Ratings
CRM software integration8.94 Ratings7.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.9
4 Ratings
33% below category average
Enghouse Interactive Contact Centers
7.4
2 Ratings
11% below category average
Inbound call routing9.04 Ratings8.02 Ratings
Omnichannel inbound routing5.24 Ratings8.01 Ratings
Recording7.14 Ratings6.01 Ratings
Quality management7.14 Ratings8.01 Ratings
Call analytics3.34 Ratings8.02 Ratings
Historical reporting5.24 Ratings8.02 Ratings
Live reporting5.24 Ratings8.01 Ratings
Customer surveys5.24 Ratings6.02 Ratings
Customer interaction analytics5.24 Ratings7.01 Ratings
Best Alternatives
Amazon ConnectEnghouse Interactive Contact Centers
Small Businesses
CloudTalk
CloudTalk
Score 9.3 out of 10
CloudTalk
CloudTalk
Score 9.3 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectEnghouse Interactive Contact Centers
Likelihood to Recommend
7.1
(4 ratings)
8.0
(3 ratings)
Likelihood to Renew
-
(0 ratings)
9.0
(1 ratings)
User Testimonials
Amazon ConnectEnghouse Interactive Contact Centers
Likelihood to Recommend
Amazon AWS
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
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Enghouse
Enghouse Interactive Contact Centers is well suited for organizations with existing Microsoft solutions e.g. Lync/Skype for business infrastructure/Teams, Those who run Busy (1000+ calls/day) OMNI channel contact centres and depend on quality management/Quality assurance. I would say less appropriate for small to medium organizations that do not have existing PABX infrastructure.
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Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
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Enghouse
  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
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Cons
Amazon AWS
  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
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Enghouse
  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
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Likelihood to Renew
Amazon AWS
No answers on this topic
Enghouse
Price. Easy to use. Support.
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Alternatives Considered
Amazon AWS
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
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Enghouse
Enghouse Interactive Contact Centers compared to Zeacom is very powerful in terms of features. The support for integrating with third-party software/hardware is better, and it is much simpler to use because less training is required to upskill the contact center staff. Comes with a lot of documentation and interactive guides/manuals.
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Return on Investment
Amazon AWS
  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.
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Enghouse
  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.
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ScreenShots