Cloud Call Center vs Enghouse Interactive Contact Centers

Likelihood to Recommend

Great tool for those who use Bullhorn and Insightsquared. It is fully integrated to those applications and works well as a phone system. Love the softphone aspect, no need for a handset. Anywhere you have an internet connection and your laptop you can make and receive calls.

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Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

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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.

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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Feature Rating Comparison

Cloud Call Center

Enghouse Interactive Contact Centers

Agent dashboard

Validate callers

Outbound response

Call forwarding

Warm transfer

Predictive dialing

Call tracking

Multichannel integration

Cloud Call Center

Enghouse Interactive Contact Centers

Inbound call routing

Recording

Call analytics

Historical reporting

Customer surveys

Pros

Ease of Use
Softphones
Integration to other applications

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Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

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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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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Cons

Softphone UI
Ring options
Sound integration

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Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

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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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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Alternatives Considered

Cloud Call has better integrations, much better customer service. ShoreTel is a huge and we are a small customer, Cloud Call has treated us as if we are important to them, ShoreTel did not.

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Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

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No answers on this topic

Return on Investment

No physical assets (handsets)
Reporting Integration
Click to dial functionality

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Rolf Kramer

CEO

KranectInformation Technology and Services, 11-50 employees

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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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Verified User

Manager in Customer Service

Music Company, 5001-10,000 employees

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Pricing Details

General

Free Trial

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Free/Freemium Version

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Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Cloud Call Center

Enghouse Interactive Contact Centers

Cloud Call Center vs Enghouse Interactive Contact Centers