3 Ratings
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Score 8 out of 100
4 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Feature Set Ratings

  • TELUSCloud Contact Center ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

7.0

Enghouse Interactive Contact Centers

70%
9.5

TELUS Cloud Contact Center (TC3)

95%
TELUSCloud Contact Center ranks higher in 13/13 features

Agent dashboard

7.0
70%
2 Ratings
9.3
93%
2 Ratings

Validate callers

6.0
60%
2 Ratings
8.9
89%
2 Ratings

Outbound response

7.0
70%
2 Ratings
10.0
100%
1 Rating

Call forwarding

9.0
90%
2 Ratings
9.6
96%
2 Ratings

Click-to-call (CTC)

6.0
60%
1 Rating
9.6
96%
2 Ratings

Warm transfer

7.0
70%
2 Ratings
9.3
93%
2 Ratings

Predictive dialing

6.0
60%
2 Ratings
10.0
100%
1 Rating

Interactive voice response

9.0
90%
1 Rating
9.6
96%
2 Ratings

REST APIs

6.0
60%
1 Rating
9.0
90%
1 Rating

Call scripts

6.0
60%
1 Rating
10.0
100%
1 Rating

Call tracking

8.0
80%
1 Rating
8.6
86%
2 Ratings

Multichannel integration

7.0
70%
2 Ratings
10.0
100%
1 Rating

CRM software integration

7.0
70%
1 Rating
10.0
100%
1 Rating

Workforce Optimization (WFO)

7.4

Enghouse Interactive Contact Centers

74%
9.6

TELUS Cloud Contact Center (TC3)

96%
TELUSCloud Contact Center ranks higher in 9/9 features

Inbound call routing

8.0
80%
2 Ratings
9.6
96%
2 Ratings

Omnichannel inbound routing

8.0
80%
1 Rating
10.0
100%
1 Rating

Recording

6.0
60%
1 Rating
9.3
93%
2 Ratings

Quality management

8.0
80%
1 Rating
9.3
93%
2 Ratings

Call analytics

8.0
80%
2 Ratings
9.3
93%
2 Ratings

Historical reporting

8.0
80%
2 Ratings
9.3
93%
2 Ratings

Live reporting

8.0
80%
1 Rating
10.0
100%
1 Rating

Customer surveys

6.0
60%
2 Ratings
10.0
100%
1 Rating

Customer interaction analytics

7.0
70%
1 Rating
10.0
100%
1 Rating

Attribute Ratings

  • TELUSCloud Contact Center is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.0

Enghouse Interactive Contact Centers

80%
2 Ratings
9.3

TELUS Cloud Contact Center (TC3)

93%
2 Ratings

Likelihood to Recommend

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

TELUS International

TELUS Cloud Contact Center offers the best cloud services software to handle customer requests, place an order, track product delivery experience, and handle a lot of customers, it enables co-browsing and talking to customers and screen sharing all is possible at the operational level 24/7. It takes customer experience to a higher level is because it invested in the latest tech in order to bring seamless cloud services across devices and apps anywhere and at any time that saving time and cost as well. It actively encourages users to engage customers remotely no matter whether they are at home or at the enterprise. Its contact support is one of the best features of the product. It let you collaborate with new tech apparatus and various platforms without much cost and hassle. Thanks, TELUS Cloud Contact Center.
Read full review

Pros

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

TELUS International

  • Easy to [manage] users
  • Easy to setup features
  • Multiple device/apps to access the services
Read full review

Cons

Enghouse

  • Improve chatbots functionality.
  • Remote working.
  • Modern looking interface.
Read full review

TELUS International

  • At times glitches show up while connecting several apps, however, it is not difficult to fix and manage across multiple platforms.
  • The cost of the apparatus is not so competitive in order to pull more customers to the international market, that being said, if an individual wants to set up a home-based contact center then it has to be affordable like it offers services to big enterprises.
  • Here and there is some mess with functionality while the connecting voices of multiple customers can be easily fixable.
Read full review

Pricing Details

Enghouse Interactive Contact Centers

Starting Price

Editions & Modules

Enghouse Interactive Contact Centers editions and modules pricing
EditionModules

Footnotes

    Offerings

    Free Trial
    Free/Freemium Version
    Premium Consulting/Integration Services

    Entry-level set up fee?

    No setup fee

    Additional Details

    TELUS Cloud Contact Center (TC3)

    Starting Price

    Editions & Modules

    TELUS Cloud Contact Center (TC3) editions and modules pricing
    EditionModules

    Footnotes

      Offerings

      Free Trial
      Free/Freemium Version
      Premium Consulting/Integration Services

      Entry-level set up fee?

      No setup fee

      Additional Details

      Alternatives Considered

      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

      TELUS International

      Shaw Smart Voice
      Read full review

      Return on Investment

      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

      TELUS International

      • Cloud integration is easy on multiple channel apps and CRM gives the best response and saves time.
      • There is not any glitch in the voice handling of customers and agents easily route calls to remote agents.
      • Co-browsing and screen sharing is the best feature of its multitasking while one call with the consumer.
      Read full review

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