Enghouse Interactive Contact Centers vs. Khoros Care

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Enghouse Interactive Contact Centers
Score 8.0 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
Khoros Care
Score 8.1 out of 10
Enterprise companies (1,001+ employees)
Khoros Care enables brands to serve their customers on their preferred digital channels, reducing costs and increasing customer satisfaction and revenue. It Offers: Web chat & messaging gives customers convenient, efficient channels to engage brands, while giving brands a single consolidated platform to manage customer engagements at scale. Supporting the widest range of digital messaging channels, including; web chat, in-app, email, Facebook, Twitter, Instagram,…N/A
Pricing
Enghouse Interactive Contact CentersKhoros Care
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Enghouse Interactive Contact CentersKhoros Care
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoYes
Entry-level Setup FeeNo setup feeOptional
Additional DetailsPricing is variable based on the needs of the customer.
More Pricing Information
Community Pulse
Enghouse Interactive Contact CentersKhoros Care
Top Pros
Top Cons
Features
Enghouse Interactive Contact CentersKhoros Care
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Enghouse Interactive Contact Centers
7.0
2 Ratings
18% below category average
Khoros Care
-
Ratings
Agent dashboard7.02 Ratings00 Ratings
Validate callers6.02 Ratings00 Ratings
Outbound response7.02 Ratings00 Ratings
Call forwarding9.02 Ratings00 Ratings
Click-to-call (CTC)6.01 Ratings00 Ratings
Warm transfer7.02 Ratings00 Ratings
Predictive dialing6.02 Ratings00 Ratings
Interactive voice response9.01 Ratings00 Ratings
REST APIs6.01 Ratings00 Ratings
Call scripts6.01 Ratings00 Ratings
Call tracking8.01 Ratings00 Ratings
Multichannel integration7.02 Ratings00 Ratings
CRM software integration7.01 Ratings00 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Enghouse Interactive Contact Centers
7.4
2 Ratings
11% below category average
Khoros Care
-
Ratings
Inbound call routing8.02 Ratings00 Ratings
Omnichannel inbound routing8.01 Ratings00 Ratings
Recording6.01 Ratings00 Ratings
Quality management8.01 Ratings00 Ratings
Call analytics8.02 Ratings00 Ratings
Historical reporting8.02 Ratings00 Ratings
Live reporting8.01 Ratings00 Ratings
Customer surveys6.02 Ratings00 Ratings
Customer interaction analytics7.01 Ratings00 Ratings
Best Alternatives
Enghouse Interactive Contact CentersKhoros Care
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
Simplify360
Simplify360
Score 7.8 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Emplifi Social Marketing Cloud
Emplifi Social Marketing Cloud
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Enghouse Interactive Contact CentersKhoros Care
Likelihood to Recommend
8.0
(3 ratings)
8.0
(113 ratings)
Likelihood to Renew
9.0
(1 ratings)
7.9
(80 ratings)
Usability
-
(0 ratings)
6.5
(8 ratings)
Availability
-
(0 ratings)
9.0
(2 ratings)
Performance
-
(0 ratings)
9.0
(2 ratings)
Support Rating
-
(0 ratings)
8.1
(10 ratings)
In-Person Training
-
(0 ratings)
9.0
(2 ratings)
Online Training
-
(0 ratings)
7.3
(1 ratings)
Implementation Rating
-
(0 ratings)
7.6
(72 ratings)
Ease of integration
-
(0 ratings)
6.4
(1 ratings)
Product Scalability
-
(0 ratings)
8.1
(78 ratings)
User Testimonials
Enghouse Interactive Contact CentersKhoros Care
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.
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Khoros (Formerly Spredfast + Lithium)
Less Appropriate Scenarios- A fintech company has highly specialized or industry-specific workflows that are not easily accommodated within the standard capabilities of Khoros Care. In such cases, the platform may be less appropriate for businesses with extremely unique processes that require a high degree of customization. Well suited- financial institutions face a high volume of customer inquiries related to account management, transactions, and security concerns. Khoros Care's security features, automation capabilities, and integration with banking systems make it suitable for managing customer interactions in the financial services sector.
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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
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Khoros (Formerly Spredfast + Lithium)
  • Tagging system - it's possible to add a wide variety of labels and categories
  • Search feature - being able to find users by conversation number, username, or keywords makes it easier to navigate old conversations
  • Easy system for assigning conversations to other users
  • When you claim a conversation, it gets removed from the queue. This is much more visually explicit than Khoros Marketing's queue, for example, where all content remains visible in the queue and a bookmark gets moved around to distinguish the point where other users left off
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Cons
Enghouse
  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
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Khoros (Formerly Spredfast + Lithium)
  • Although there aren't any significant issues with the platform, there might be need for improvement in a few specific areas of the mobile application to increase and facilitate use.
  • The basic monotony of social media, I suppose, but it doesn't really speak poorly of the app.
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Likelihood to Renew
Enghouse
Price. Easy to use. Support.
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Khoros (Formerly Spredfast + Lithium)
Simply, there isn't anything on the market that is quite as personable as Khoros Care. After using a few different client messaging systems, this program gave the closest feel to in-person interaction that we could get during the COVID-19 epidemic and is an important part of our agency still to this day in 2023.
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Usability
Enghouse
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
The ability to auto tag, manually tag, make notes, and "snooze" posts is extremely helpful. The efficiency of the work flow for agents is also a huge plus. It keeps agents moving quickly and prioritizing responses for the cases that need it most.
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Reliability and Availability
Enghouse
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
No issues.
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Performance
Enghouse
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
No issues.
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Support Rating
Enghouse
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
Khoros Support has always very responsive and helpful when it comes to getting my issue/inquiry addressed. Their ticket portal is great for tracking any open tickets and they can be updated via the portal or by responding to the email thread. Support reps are always extremely knowledgeable and care about getting you taken care of
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In-Person Training
Enghouse
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
The team received training (from the same executive team member who has been supporting us) over the web and this was of very high quality.
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Implementation Rating
Enghouse
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
Implementing the platform was not a big hassle for our client, it was seamless and easy we just had to follow a few steps and it was done. Just scaling was a bit of an issue but it got resolved with time and a bit of effort at both ends
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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.
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Khoros (Formerly Spredfast + Lithium)
Khoros is more than just a platform for social publishing. No other competitor provides the in-depth moderation and social listening services that they do. If you're looking for a one-stop-shop of a platform for all things social, this is the tool to be using. Others are better in usability and innovative functionality.
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Scalability
Enghouse
No answers on this topic
Khoros (Formerly Spredfast + Lithium)
Of course as the company grows owing to its growing customer base, they need to think of out-of-the-box solutions to offer its clients and customer satisfaction is one of them. Retention is very much needed in competitive environment like today and hence it becomes imperative for companies to find different ways to reach their client basis and fix their issues
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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.
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Khoros (Formerly Spredfast + Lithium)
  • We have seen a positive shift of customers from reaching out to the Call Centre to the Social Care Team.
  • Monthly and Annual Reporting to keep track of performance and stats related to the team has been much easier to highlight areas for improvement (month2month and anually)
  • CSAT/NPS Survey results have increased via Khoros Care in comparison to the Call Centre.
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ScreenShots

Khoros Care Screenshots

Screenshot of Lithium ResponseScreenshot of Keep agents focused with a single, prioritized to-do listScreenshot of Unify multiple channels in a single engagement hubScreenshot of Increase efficiency with advanced workflows and operational insights