Relatively efficient and insightful. Server reliance and failover remain a difficulty
April 05, 2019
Relatively efficient and insightful. Server reliance and failover remain a difficulty
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Enghouse Interactive Contact Centers
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
- 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.