Cisco Webex Contact Center vs Enghouse Interactive Contact Centers

• Cloud collaboration and analytics reporting for calls
• Easier and better agent interface and call-recording solution in cloud
• Porting of customer inbound toll-free

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• 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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• Integrations like ServiceNow need improvement. You have to have a separate window open for screenpops.
• I don’t know why partners have to pay Cisco for script steps.
• There seem to be very few customers using this platform.

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• Server redundancy and up-time seem to be a periodic difficulty
• Error handling requires manual intervention by an advanced user

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• Webex Contact Center will save us on maintenance
• No datacenter footprint
• No maintenance to be scheduled in-house, which saves our resources and time

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• 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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