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Enghouse Interactive headquartered in Phoenix, Arizona offers Contact Centers, call center software. Enghouse Interactive is a division of global, publicly traded company Enghouse Systems.https://media.trustradius.com/product-logos/Du/uY/XO7J4O36TDT9.pngRelatively efficient and insightful. Server reliance and failover remain a difficultyWe currently use Enghouse ICC (Zeacom) in our customer support call centers. We use it to accept inbound external calls, manage internal calls, and run operational metrics on our call-takers. We also use this solution to monitor team member work activities, as well as manage project times, meeting times, and break times.,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,Server redundancy and up-time seem to be a periodic difficulty Error handling requires manual intervention by an advanced user,7,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.,KANA Express, Google Hangouts, Webex Meetings
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Enghouse Interactive Contact Centers
2 Ratings
Score 7.3 out of 101
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Enghouse Interactive Contact Centers Reviews

Enghouse Interactive Contact Centers
2 Ratings
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Score 7.3 out of 101
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April 05, 2019

Enghouse Interactive Contact Centers Review: "Relatively efficient and insightful. Server reliance and failover remain a difficulty"

Score 7 out of 10
Vetted Review
Verified User
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We currently use Enghouse ICC (Zeacom) in our customer support call centers. We use it to accept inbound external calls, manage internal calls, and run operational metrics on our call-takers. We also use this solution to monitor team member work activities, as well as manage project times, meeting times, and break times.
  • 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
  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
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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Enghouse Interactive Contact Centers Scorecard Summary

Feature Scorecard Summary

Agent dashboard (1)
8
Validate callers (1)
7
Outbound response (1)
8
Call forwarding (1)
6
Warm transfer (1)
4
Predictive dialing (1)
7
Call tracking (1)
8
Multichannel integration (1)
6
Inbound call routing (1)
6
Recording (1)
6
Call analytics (1)
9
Historical reporting (1)
9
Customer surveys (1)
7

About Enghouse Interactive Contact Centers

Enghouse Interactive headquartered in Phoenix, Arizona offers Contact Centers, call center software. Enghouse Interactive is a division of global, publicly traded company Enghouse Systems.
Categories:  Contact Center

Enghouse Interactive Contact Centers Technical Details

Operating Systems: Unspecified
Mobile Application:No