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Enghouse Interactive Contact Centers

Enghouse Interactive Contact Centers

Overview

What is 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.

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Recent Reviews
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Pricing

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What is 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.

Entry-level set up fee?

  • No setup fee

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

What is 3CX?

Cyprus based company 3CX offers an IP PBX phone system.

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Product Details

What is Enghouse Interactive Contact Centers?

Enghouse Interactive Contact Centers Technical Details

Operating SystemsUnspecified
Mobile ApplicationNo
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Comparisons

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Reviews and Ratings

(4)

Attribute Ratings

Reviews

(1-3 of 3)
Companies can't remove reviews or game the system. Here's why
February 27, 2022

Powerhouse

Score 8 out of 10
Vetted Review
Verified User
Incentivized
Using touchpoint.
Contact center.
Outbound call management
  • Flawless integration with existing PBX hardware.
  • Excellent support.
  • Support for Lync.
  • Improve chatbots functionality.
  • Remote working.
  • Modern looking interface.
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.
Contact Center Software (12)
69.16666666666667%
6.9
Agent dashboard
70%
7.0
Validate callers
60%
6.0
Outbound response
70%
7.0
Call forwarding
90%
9.0
Click-to-call (CTC)
60%
6.0
Warm transfer
70%
7.0
Predictive dialing
60%
6.0
Interactive voice response
90%
9.0
REST APIs
60%
6.0
Call scripts
60%
6.0
Multichannel integration
70%
7.0
CRM software integration
70%
7.0
Workforce Optimization (WFO) (8)
76.25%
7.6
Inbound call routing
80%
8.0
Omnichannel inbound routing
80%
8.0
Quality management
80%
8.0
Call analytics
80%
8.0
Historical reporting
80%
8.0
Live reporting
80%
8.0
Customer surveys
60%
6.0
Customer interaction analytics
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • Remote working.
  • Expensive custom reporting.
  • Limited teams integration.
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.
Score 7 out of 10
Vetted Review
Verified User
Incentivized
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.
Contact Center Software (8)
67.5%
6.8
Agent dashboard
80%
8.0
Validate callers
70%
7.0
Outbound response
80%
8.0
Call forwarding
60%
6.0
Warm transfer
40%
4.0
Predictive dialing
70%
7.0
Call tracking
80%
8.0
Multichannel integration
60%
6.0
Workforce Optimization (WFO) (5)
74%
7.4
Inbound call routing
60%
6.0
Recording
60%
6.0
Call analytics
90%
9.0
Historical reporting
90%
9.0
Customer surveys
70%
7.0
Omnichannel support
N/A
N/A
Predictive Analytics
N/A
N/A
  • 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.
Axel Alejandro Alcocer Medellin | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User
Incentivized
We are a BPO contact center and we use Presence as our omnichannel communications solution. We have inbound and outbound operations. We have email, chat, as well as voice interactions with our client's end user consumers. We have sales, collections and customer service campaigns operating with great results and Presence's stability has been great for our productivity.
  • Real time reporting
  • Historical Reports
  • Supervisor interface
  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support
Screen recording and call monitoring are great features and on the other hand, workforce management solutions would be avery nice to have. Also scripting is very easy to use and configuring a campaign script takes only [a few] minutes depending on how complex the script is of course.
  • Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
  • In our sales presentations, Presence is one of our major strengths.
I didn't participate in the acquisition at the beginning but I know some other platforms and after using presence what I like better is the real time reporting, the agent's easy to use interface, the option of sending communications to all of users in a very easy way, the options that supervisors get from their interface and the easy to configure scripting where you can have a campaign configure in minutes.
250
We are a contact center & BPO company and our telecommunications are based on Presence. We do customer care assistance, telemarketing, collections. We use chat & emailing capabilities as well. Presence allow us to be an omnichannel Contact Center.
1
Computer Science Engineer
SQL
  • Airline Company Campaing with over 150,000 voice interactions per month
  • Cell phone company Telemarketing campaign with over 150 agents
  • Chat & Emailing programs
  • Callback features to help increase customer satisfaction
  • C-Sat surveys trough the application
  • Self Service IVR
  • Internal communications switching our present extensions
  • Social Media (Facebook, Twitter, etc)
Price. Easy to use. Support.
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