Powerhouse
February 27, 2022

Powerhouse

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Enghouse Interactive Contact Centers

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.
  • 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.

Do you think Enghouse Interactive Contact Centers delivers good value for the price?

Yes

Are you happy with Enghouse Interactive Contact Centers's feature set?

Yes

Did Enghouse Interactive Contact Centers live up to sales and marketing promises?

I wasn't involved with the selection/purchase process

Did implementation of Enghouse Interactive Contact Centers go as expected?

I wasn't involved with the implementation phase

Would you buy Enghouse Interactive Contact Centers again?

Yes

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

Agent dashboard
7
Validate callers
6
Outbound response
7
Call forwarding
9
Click-to-call (CTC)
6
Warm transfer
7
Predictive dialing
6
Interactive voice response
9
REST APIs
6
Call scripts
6
Multichannel integration
7
CRM software integration
7
Inbound call routing
8
Omnichannel inbound routing
8
Quality management
8
Call analytics
8
Historical reporting
8
Live reporting
8
Customer surveys
6
Customer interaction analytics
7