Enghouse Interactive Contact Centers Reviews

2 Ratings
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Score 7.3 out of 101

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Score 7 out of 10
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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