Enghouse Interactive Contact Centers vs. LogMeIn Resolve

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.

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LogMeIn is well-suited for scenarios where remote support is needed. For example, a user submits a ticket about having an issue with Microsoft Word being unable to open documents on their PC. Since this is just a software issue on the device, LogMeIn is great for being able to fix the issue. Scenarios, I would say LogMeIn Resolve is not as well-suited for inventory management. But that's only because my organization has a proprietary system to manage assets.

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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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• Allows easy, comprehensive access to Apple products via web-based applet. (It does require customer input and cooperation.)
• It allows me to resolve issues remotely, most times within minutes instead of hours, without a physical location visit.
• It allows the customer to view my activity, giving them peace of mind that nothing untoward occurs during my interaction. I also use the record feature so all sessions are recorded, especially on rare occasions when there is an issue or question from the session.

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Invited by TrustRadius (TR) on Vendor's Behalf

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• Sound Alerts
• Detail of who hangs up the call
• Less expensive support

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• The user interface is clunky and difficult to use in terms of CRITICAL functions that lie at the core of any remote access solution.
• ctrl + key combos are currently terribly implemented and difficult to use - since this is one of the most common keys used in Windows - this presents MASSIVE usability issues that impede my workflow all day every single day.
• And now - in a recent development - SHIFT + key combos are currently terribly implemented and difficult to use - since this is one of the most common keys used in Windows - this presents MASSIVE usability issues that impede my workflow all day every single day.
• Things like frequently used key combos and shortcuts should work the same via remote access solutions as they do on a hardware keyboard. Anything else is an annoyance and an impediment to workflow and productivity.

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Price. Easy to use. Support.

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I would say yes, we would definitely renew, everyone likes it in the IT dept, and there are more features we have yet to put to use. I am expanding the Windows update / Endpoint features as I get time, and the remote PowerShell console is unbeatable for me at present when facing remote computers that are not letting create a new remote PSSession.

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The interface is clean, intuitive, and easy to navigate. Common actions are easy to locate and exactly where I would expect them to be. Starting a remote session is quick and smooth, which reduces the time users need to wait before receiving support. I also appreciate the single-pane dashboard showing remote access, session details, and device information.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. TR verified that a representative sample of customers was invited. More Info

Usually available without a problem, although sometimes calls get dropped or users sit in empty meeting rooms while waiting for an admin to arrive, while the call is actually going on.

If you are connected to someone with proper bandwidth, there are no issues at all. With all things, if you connect to someone with dial-up (yes, it still exists), the performance is terrible.

Ive used their tech support a handful of times, and each time they have been able to help me sort out any hiccups or kinks that arise. They have a resourceful knowledge base, and have experts available for training and troubleshooting. I often recommend them to my other coworkers and colleagues because of the ease of use and security

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we did not have in person training

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

n/a - wasnt in attendance

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GoToAssist SeeIt was very easy to implement. As long as your techs have a basic understanding of most remote support tools they will be able to understand this product easily.

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A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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Although the SolarWinds help desk worked well for our help desk and inventory purposes, it did not provide remote access ability or remote execution of executable files or scripts. We were looking for a product that integrated all of these tasks in order to simplify our day to day IT functions.

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I wasn't involved with this element of the sale/purchase

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Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

The system was implemented quite quickly and easily.

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

I wasn't involved with this element of the sale/purchase

Incentivized

Invited by TrustRadius (TR) on Vendor's Behalf

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• LogMeIn Resolve has increased productivity for our support teams with the addition of camera share. Not only are we able to remote into workstations, but with camera share we can utilize end user and customer phones to visually see physical setups to troubleshoot some situations on the fly.
• Unattended support now requires the agent to enter in a signature key as an extra layer of security before accessing a device, which further improves the safety of all devices registered for unattended.

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Invited by the Vendor

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info