13 Ratings
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Score 7.9 out of 100
2 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

Cisco Webex Contact Center

Cisco Webex Contact Center is a cloud solution available almost everywhere around the globe. It relies on a solid and secure architecture (like every other Cisco product). It can be used for basic/modest/voice only contact center needs and also in very complex, multi-site, omnichannel, outbound, WFM, environments. Cisco also offers bundled PSTN (only in US/CAN for now but expending).
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Cisco Webex Contact Center
7.9
Enghouse Interactive Contact Centers
6.8
Agent dashboard
Cisco Webex Contact Center
7.0
Enghouse Interactive Contact Centers
8.0
Validate callers
Cisco Webex Contact Center
8.8
Enghouse Interactive Contact Centers
7.0
Outbound response
Cisco Webex Contact Center
8.6
Enghouse Interactive Contact Centers
8.0
Call forwarding
Cisco Webex Contact Center
9.1
Enghouse Interactive Contact Centers
6.0
Click-to-call (CTC)
Cisco Webex Contact Center
8.6
Enghouse Interactive Contact Centers
Warm transfer
Cisco Webex Contact Center
7.0
Enghouse Interactive Contact Centers
4.0
Predictive dialing
Cisco Webex Contact Center
7.3
Enghouse Interactive Contact Centers
7.0
Interactive voice response
Cisco Webex Contact Center
9.1
Enghouse Interactive Contact Centers
REST APIs
Cisco Webex Contact Center
9.1
Enghouse Interactive Contact Centers
Call scripts
Cisco Webex Contact Center
6.4
Enghouse Interactive Contact Centers
Call tracking
Cisco Webex Contact Center
7.3
Enghouse Interactive Contact Centers
8.0
Multichannel integration
Cisco Webex Contact Center
7.0
Enghouse Interactive Contact Centers
6.0
CRM software integration
Cisco Webex Contact Center
7.3
Enghouse Interactive Contact Centers

Workforce Optimization (WFO)

Cisco Webex Contact Center
8.3
Enghouse Interactive Contact Centers
7.4
Inbound call routing
Cisco Webex Contact Center
9.1
Enghouse Interactive Contact Centers
6.0
Omnichannel inbound routing
Cisco Webex Contact Center
8.2
Enghouse Interactive Contact Centers
Recording
Cisco Webex Contact Center
6.7
Enghouse Interactive Contact Centers
6.0
Quality management
Cisco Webex Contact Center
9.1
Enghouse Interactive Contact Centers
Call analytics
Cisco Webex Contact Center
7.0
Enghouse Interactive Contact Centers
9.0
Historical reporting
Cisco Webex Contact Center
7.3
Enghouse Interactive Contact Centers
9.0
Live reporting
Cisco Webex Contact Center
9.1
Enghouse Interactive Contact Centers
Customer surveys
Cisco Webex Contact Center
9.1
Enghouse Interactive Contact Centers
7.0
Customer interaction analytics
Cisco Webex Contact Center
9.1
Enghouse Interactive Contact Centers

Pros

Cisco Webex Contact Center

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

Cisco Webex Contact Center

  • 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.
Randall Crumm | TrustRadius Reviewer

Enghouse Interactive Contact Centers

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

Alternatives Considered

Cisco 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

No answers on this topic

Return on Investment

Cisco Webex Contact Center

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

Pricing Details

Cisco Webex Contact Center

General

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

Enghouse Interactive Contact Centers

General

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

Rating Summary

Likelihood to Recommend

Cisco Webex Contact Center
7.0
Enghouse Interactive Contact Centers
7.0

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