Enghouse Interactive

Contact Center


5 / 5
4 reviews

Who Uses This Software?

Enghouse Interactive has over 15,000 customers around the world using our contact center products and more than 1 million agents handling more than 1 billion customer interactions each day.


Average Ratings

4 Reviews

  • 5 / 5
    Overall

  • 5 / 5
    Ease of Use

  • 5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
    Installed - Mac
    Installed - Windows
    Mobile - Android Native
    Mobile - iOS Native
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    Online
    Business Hours
    24/7 (Live Rep)

Vendor Details

  • Enghouse Interactive
  • www.enghouseinteractive.com/
  • Founded 1984
  • United States

About Contact Center

Enghouse Interactive's customer interaction management solutions enhance the daily contact center experience from all angles. Empower agents with an omni-channel, universal queue, providing complete interaction history. Improve service with real-time feedback, agent evaluation, and call recording. Boost customer loyalty with proactive notifications and intuitive self-service options. Provide partners with an environment for remarkable customer service anytime, anywhere, anyhow.


Contact Center Features

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

Contact Center Reviews Recently Reviewed!


Dependable Software/Fantastic support after the sale

Dec 04, 2018
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
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Pros: We were amazed at how quickly our agents, new and "seasoned" took to the TouchPoint app and we immediately improved our call center efficiency. Right away our customers mentioned shorter hold times and really appreciated being delivered back to the last agent they spoke with.

The process of setting up our various voice queues with the Administrator app was simple and fluent, adding additional voice queues and chat queues was a breeze. The built-in Help menu is surprisingly "helpful" and Enghouse support team is always eager to assist with answering questions and providing customized solutions to meet our needs.

Cons: no complaints come to mind, great company to work with

Overall: Compared to our previous call center software the Enghouse product is far superior front to back. Ease of use, real-time call center data, fully configurable queues and skill-specific delivery of calls to agents, not to mention super-fast and friendly support make this the best investment we have made for serving our customers in my 26 years with our company.

Capterra loader

Easy to Navigate with great customer support

Jan 18, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
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Pros: This software has provided a wonderful method to track KPIs for our employees via their reporting tool and has made it easy to manage our phone system for our call center. The detail provided and the tools that are accessible to us allows us to track employee performance, call details, and gives us a solid view of daily operations by our call center representatives. The software is flexible so it is easy to formulate it to your company's specific needs. It also helps that we were provided with thorough and effective training. The hands on training was truly helpful and the instructor makes it very easy to understand. If help is needed, they are very responsive which is a life saver for our busy call center!

Cons: Some of the software can be a little tricky at first but once you learn it, it becomes easy to navigate (which is typically the case with all software). It takes a little patience but it is worth it.

I am very satisfied with Contact Center

Dec 04, 2018
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: It is relatively easy to use and seems to cover a wide range of areas in terms of what it measures and the ability to tailor a decent amount of things to what you need in particular. It is very easy to adjust agents on queues and to add/remove agents also. Being in an industry that has a set busy season, the ease of adding/removing agents or adjusting what queues they are on is significant.

Cons: Some of the features require additional licensing and don't come standard.

Overall: My experience has been great. Both in my own/company use and in my experience dealing with the company for support. I went to a training at Enghouse in order to better understand the software for my position at my job, and it was very informative, and the trainer, has been available for assistance whenever needed since then. The company seems to go above and beyond to be sure people are able to use the product to the fullest capacity

Capterra loader

Best multi-channel call center

Jan 18, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support
Likelihood to Recommend: 10.0/10 Not
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Pros: Allows agents to handle multiple media types in the same window. We have endured many an RFP and this is the solution that best handles multi-channel. It is easy to use and our agents love working with it.

Cons: I like everything about this software and the support is great too.

Overall: We have been using this software for 5+ years. While no solution is perfect, this one is reliable and handles multi-channel better than any we've seen. There seems to be a dedication to constant improvement by the Enghouse group. They have also announced chat translations, will be testing that in the next quarter.