11 Ratings
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Score 8.8 out of 100
2 Ratings
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Score 7.2 out of 100

Likelihood to Recommend

Cloud Elements

Cloud Elements shines when you want to offer multiple options to the user on a type of system, such as supporting integration to CRM and wanting to offer Dynamics, Salesforce, and HubSpot on equal footing. If you only have a single integration with a single system, using Cloud Elements adds an unnecessary layer of abstraction.
Erik Ralston | 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

Cloud Elements
Enghouse Interactive Contact Centers
6.8
Agent dashboard
Cloud Elements
Enghouse Interactive Contact Centers
8.0
Validate callers
Cloud Elements
Enghouse Interactive Contact Centers
7.0
Outbound response
Cloud Elements
Enghouse Interactive Contact Centers
8.0
Call forwarding
Cloud Elements
Enghouse Interactive Contact Centers
6.0
Warm transfer
Cloud Elements
Enghouse Interactive Contact Centers
4.0
Predictive dialing
Cloud Elements
Enghouse Interactive Contact Centers
7.0
Call tracking
Cloud Elements
Enghouse Interactive Contact Centers
8.0
Multichannel integration
Cloud Elements
Enghouse Interactive Contact Centers
6.0

Workforce Optimization (WFO)

Cloud Elements
Enghouse Interactive Contact Centers
7.4
Inbound call routing
Cloud Elements
Enghouse Interactive Contact Centers
6.0
Recording
Cloud Elements
Enghouse Interactive Contact Centers
6.0
Call analytics
Cloud Elements
Enghouse Interactive Contact Centers
9.0
Historical reporting
Cloud Elements
Enghouse Interactive Contact Centers
9.0
Customer surveys
Cloud Elements
Enghouse Interactive Contact Centers
7.0

Pros

Cloud Elements

  • The API itself is very robust and easy to use, being a standard REST interface, standard HTTP response codes, well-packaged error messages, etc.
  • Their uptime is great! I think I've seen one (short) 5-minute' blip' the entire time we've been connected for any type of primary function.
  • Their support is top notch, they respond quickly, and the team that works with you is communicative and knowledgable.
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

Cloud Elements

  • The only thing I can think of that they could improve is the quality of the assets they produce in the go-to-market process. This is a huge value add service, but the quality of what was produced was lower than what we would have produced internally. We spent more time going back and forth on the assets than it would have taken us to build them from scratch.
Anonymous | 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

Cloud Elements

At the time we found Cloud Elements we found no other option that had a Unified API for cloud storage providers.
Anonymous | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No answers on this topic

Return on Investment

Cloud Elements

  • Not my area of expertise, but it made my job as an implementer much easier, especially after finishing the first integration.
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

Cloud Elements

General

Free Trial
Yes
Free/Freemium Version
Premium Consulting/Integration Services
Yes
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

Cloud Elements
8.6
Enghouse Interactive Contact Centers
7.0

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