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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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Enghouse Interactive Contact Centers

Enghouse Interactive Contact Centers

N/A
Unavailable

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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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

(1-2 of 2)
Companies can't remove reviews or game the system. Here's why
February 27, 2022

Powerhouse

Verified User
Engineer in Information Technology
Retail Company, 5001-10,000 employees
Score 8 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
Using touchpoint.
Contact center.
Outbound call management
Pros and Cons
  • Flawless integration with existing PBX hardware.
  • Excellent support.
  • Support for Lync.
  • Improve chatbots functionality.
  • Remote working.
  • Modern looking interface.
Likelihood to Recommend
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.
Enghouse Interactive Contact Centers Feature Ratings
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
Return on Investment
  • Remote working.
  • Expensive custom reporting.
  • Limited teams integration.
Alternatives Considered
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.
Other Software Used
April 05, 2019

Relatively efficient and insightful. Server reliance and failover remain a difficulty

Verified User
Manager in Customer Service
Music Company, 5001-10,000 employees
Score 7 out of 10
Vetted Review
Verified User
Incentivized
Use Cases and Deployment Scope
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.
Pros and Cons
  • 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
Likelihood to Recommend
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.
Enghouse Interactive Contact Centers Feature Ratings
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
Return on Investment
  • 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.
Other Software Used
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