Webex Contact Center vs. Enghouse Interactive Contact Centers

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Webex Contact Center
Score 8.7 out of 10
N/A
Cisco Webex Contact Center is a cloud-based omni-channel (e.g. voice, email, and chat) contact center solution providing customer / agent matching, customer service self-service agent, and built-in chat and voice for collaboration between agents.N/A
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
Webex Contact CenterEnghouse Interactive Contact Centers
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Webex Contact CenterEnghouse Interactive Contact Centers
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Webex Contact CenterEnghouse Interactive Contact Centers
Top Pros
Top Cons
Features
Webex Contact CenterEnghouse Interactive Contact Centers
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Webex Contact Center
8.1
30 Ratings
3% below category average
Enghouse Interactive Contact Centers
7.0
2 Ratings
17% below category average
Agent dashboard9.329 Ratings7.02 Ratings
Validate callers8.727 Ratings6.02 Ratings
Outbound response6.423 Ratings7.02 Ratings
Call forwarding9.027 Ratings9.02 Ratings
Click-to-call (CTC)9.026 Ratings6.01 Ratings
Warm transfer8.528 Ratings7.02 Ratings
Predictive dialing7.018 Ratings6.02 Ratings
Interactive voice response8.323 Ratings9.01 Ratings
REST APIs7.827 Ratings6.01 Ratings
Call scripts8.224 Ratings6.01 Ratings
Call tracking8.027 Ratings8.01 Ratings
Multichannel integration8.026 Ratings7.02 Ratings
CRM software integration7.427 Ratings7.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Webex Contact Center
8.3
27 Ratings
1% above category average
Enghouse Interactive Contact Centers
7.4
2 Ratings
11% below category average
Inbound call routing7.826 Ratings8.02 Ratings
Omnichannel inbound routing8.424 Ratings8.01 Ratings
Recording9.026 Ratings6.01 Ratings
Quality management9.022 Ratings8.01 Ratings
Call analytics8.324 Ratings8.02 Ratings
Historical reporting9.126 Ratings8.02 Ratings
Live reporting8.025 Ratings8.01 Ratings
Customer surveys7.524 Ratings6.02 Ratings
Customer interaction analytics7.522 Ratings7.01 Ratings
Best Alternatives
Webex Contact CenterEnghouse 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
Webex Contact CenterEnghouse Interactive Contact Centers
Likelihood to Recommend
8.6
(30 ratings)
8.0
(3 ratings)
Likelihood to Renew
8.2
(1 ratings)
9.0
(1 ratings)
Usability
7.7
(2 ratings)
-
(0 ratings)
User Testimonials
Webex Contact CenterEnghouse Interactive Contact Centers
Likelihood to Recommend
Cisco
We suggest Webex Contact Center is well suited for a contact centre with anything between 10 agents and 1000 agents. If you are already consuming other WebEx or Cisco services (such as Webex Calling) then the Webex Contact Center should be a fairly easy product to introduce into your business. If you want to get up and running with minimal investment then this solution is worth evaluating.
Read full review
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.
Read full review
Pros
Cisco
  • Things that it does particularly well include a really good UX or UI so that our agents as well as our administrators, can easily provide remote access from agents, new agents, and old agents, manage interactions with customers, and have a good call experience from start to finish.
  • The uptime is a big selling point of Cisco.
  • I feel supposed by Cisco in terms of new features/functionality coming down the line.
Read full review
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
Read full review
Cons
Cisco
  • Better integration with Webex Calling.
  • More on premise features integrated into the cloud solution.
  • Better documentation for pebble templates.
  • Better information for changes and when new features are available. Instead of having to look on the what’s coming webpage alerts or a pop-up inside Webex control hub would be nice.
Read full review
Enghouse
  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
Read full review
Likelihood to Renew
Cisco
No answers on this topic
Enghouse
Price. Easy to use. Support.
Read full review
Usability
Cisco
The solution for TTS, ASR, etc. is good. but depend on a third party integration. It would be great if this capabilities were native to the solution. The transcription feature only works for English, so in a global economy it's mandatory to have multi language support for other countries too (i.e.: Spanish and Portuguese)
Read full review
Enghouse
No answers on this topic
Alternatives Considered
Cisco
Calabrio and Webex Contact Center are both valuable for me working in tandem. They both provide their own information and processes that have become essential in delivering an efficient and effective working environment. They have allowed us to automate processes that were manual and time consuming previously into something that doesn't need hand holding and seems to work as intended.
Read full review
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.
Read full review
Return on Investment
Cisco
  • Increasing the number of channels agent can reach out to customers, especially text has shaved off a lot of hours from calling , leaving voicemail and waiting for customers to call back.
  • Less Downtime. No Upgrades or certificate Renewal, so fewer overtime hours.
  • Adoption of new features is now so quick, I don't have to worry about upgrading the Software or even hardware to get new features deployed.
Read full review
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.
Read full review
ScreenShots

Webex Contact Center Screenshots

Screenshot of Agent desktop viewScreenshot of View of Analyzer - Dark ModeScreenshot of Contact Center in Control Hub viewScreenshot of Supervisor desktop view