Item: Enghouse Interactive Contact Centers
Rating: 8
Author: Verified User

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.

Return on Investment

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.

Key Insights

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

Other Software Used

Microsoft 365 (formerly Office 365), Amazon API Gateway, Amazon CloudWatch, Palo Alto Networks WildFire, Palo Alto Panorama, FortiAnalyzer, Fortinet FortiGate, Aruba ClearPass

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.

Powerhouse

Overall Satisfaction with Enghouse Interactive Contact Centers