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43 Ratings

Webex Contact Center

<a href='https://www.trustradius.com/static/about-trustradius-scoring#question3' target='_blank' rel='nofollow noopener'>Customer Verified: Read more.</a>
43 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 9.4 out of 100
3 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 8 out of 100

Feature Set Ratings

  • Webex Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

9.1

Webex Contact Center

91%
7.0

Enghouse Interactive Contact Centers

70%
Webex Contact Center ranks higher in 12/13 features

Agent dashboard

9.5
95%
13 Ratings
7.0
70%
2 Ratings

Validate callers

8.7
87%
13 Ratings
6.0
60%
2 Ratings

Outbound response

9.7
97%
10 Ratings
7.0
70%
2 Ratings

Call forwarding

8.9
89%
12 Ratings
9.0
90%
2 Ratings

Click-to-call (CTC)

9.1
91%
11 Ratings
6.0
60%
1 Rating

Warm transfer

9.6
96%
13 Ratings
7.0
70%
2 Ratings

Predictive dialing

8.6
86%
9 Ratings
6.0
60%
2 Ratings

Interactive voice response

9.0
90%
11 Ratings
9.0
90%
1 Rating

REST APIs

8.6
86%
11 Ratings
6.0
60%
1 Rating

Call scripts

8.6
86%
13 Ratings
6.0
60%
1 Rating

Call tracking

9.1
91%
12 Ratings
8.0
80%
1 Rating

Multichannel integration

9.2
92%
12 Ratings
7.0
70%
2 Ratings

CRM software integration

9.6
96%
11 Ratings
7.0
70%
1 Rating

Workforce Optimization (WFO)

9.3

Webex Contact Center

93%
7.4

Enghouse Interactive Contact Centers

74%
Webex Contact Center ranks higher in 9/9 features

Inbound call routing

9.0
90%
11 Ratings
8.0
80%
2 Ratings

Omnichannel inbound routing

9.3
93%
12 Ratings
8.0
80%
1 Rating

Recording

9.7
97%
12 Ratings
6.0
60%
1 Rating

Quality management

9.7
97%
11 Ratings
8.0
80%
1 Rating

Call analytics

9.7
97%
12 Ratings
8.0
80%
2 Ratings

Historical reporting

8.4
84%
12 Ratings
8.0
80%
2 Ratings

Live reporting

9.4
94%
11 Ratings
8.0
80%
1 Rating

Customer surveys

8.7
87%
11 Ratings
6.0
60%
2 Ratings

Customer interaction analytics

9.4
94%
10 Ratings
7.0
70%
1 Rating

Attribute Ratings

  • Webex Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

9.6

Webex Contact Center

96%
13 Ratings
8.0

Enghouse Interactive Contact Centers

80%
2 Ratings

Likelihood to Recommend

Webex Contact Center

It provides a feature rich set application, all the while making deployment and management with such ease. Being in the cloud, it helps us partners and customer administrators alike to easily add, remove, change and implement the necessary changes needed as we both see fit to further accommodate the business requirements and needs.I would personally recommend this (already have been doing so) with peers in the same environment for their future migrations and movement towards the cloud.
Ericson Aragoza | TrustRadius Reviewer

Enghouse Interactive Contact Centers

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.
Anonymous | TrustRadius Reviewer

Pros

Webex Contact Center

  • Simple and easy to use dashboard
  • Auto generation of transcripts
  • AI supporting the operator as a virtual assistant
  • Well suited for a large number of user
  • Customer support
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • 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
Anonymous | TrustRadius Reviewer

Cons

Webex Contact Center

  • The chat space could be improved within the call rooms to be able to share quick writings.
  • In international calls there are usually failures, especially audio.
  • Being able to have an unlimited number of users at the same time in basic rooms.
J. Eduardo Medina Corona | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Improve chatbots functionality.
  • Remote working.
  • Modern looking interface.
Anonymous | TrustRadius Reviewer

Pricing Details

Webex Contact Center

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Enghouse Interactive Contact Centers

General

Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No

Starting Price

Alternatives Considered

Webex Contact Center

Cisco manage a complete solution and doesn't have to care or rely on other vendors. They manage their own calling solution (Webex Calling), their own Contact Center (Webex Contact Center), their own devices (webex devices, IP Cisco phones, Webex app softphone), their own PSTN offer. Everything is well and fully integrated, and easy to manage for IT teams.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

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.
Anonymous | TrustRadius Reviewer

Return on Investment

Webex Contact Center

  • It doesn't take a lot of investment to train new Webex users.
  • Communication can be achieved from almost any device. There are some, especially Android that do not work very well.
  • It has helped us create fluid communication, where we have been able to get rid of other applications that Webex came to replace.
J. Eduardo Medina Corona | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • 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.
Anonymous | TrustRadius Reviewer

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