--- title: "Enghouse Contact Center Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about Enghouse Contact Center Software - reviews, pricing plans, popular comparisons to other Call Center products and more." source_url: "https://www.capterra.com/p/231432/Enghouse-Contact-Center/" page_type: "product" language: "en" publication_date: "2026-09-29" --- # Enghouse Contact Center Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 29, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) Enghouse Contact Center ## What is Enghouse Contact Center? Enghouse Interactive Contact Centers, featuring Enghouse CCaaS, are highly reliable, secure, feature-rich call center solutions that deliver optimal customer experiences (CX) by quickly connecting resources across an entire organization to manage customer inquiries - over any channel or device. Microsoft Teams Certified, open-standards-based, operationally flexible, and AI-enabled, Enghouse contact centers bring easy customization and scalability to organizations of all sizes, in any industry. ## What is Enghouse Contact Center used for? [Call Center](https://www.capterra.com/call-center-software/)[Contact Center](https://www.capterra.com/contact-center-software/)[Call Center Workforce Management](https://www.capterra.com/call-center-workforce-management-software/) Top alternative Featured Overall rating Based on 21 user reviews Reviews sentiment Positive 90% Neutral 10% Negative 0% Starting price $65 Per User, Per Month Free trial not available Includes Free Version Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for Enghouse Contact Center?[Manage this product listing](https://www.g2.com/products/enghouse-contact-center/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### Enghouse Contact Center 4.5 (21) VS. [4.4 (271)](https://www.capterra.com/p/182004/CloudTalk/reviews/) Starting Price $65 Per User, Per Month Starting Price $19 Per User, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.7 (21) Ease Of Use 4.5 (481) Value For Money 4.2 (20) Value For Money 4.2 (256) Customer Service 4.4 (21) Customer Service 4.3 (410) ## Enghouse Contact Center alternatives [4.7 (1,789)](https://www.capterra.com/p/102188/LiveAgent/reviews/) Starting price $15.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 97% of reviewers rated it above 4 stars [4.1 (225)](https://www.capterra.com/p/157853/JustCall/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 80% of reviewers rated it above 4 stars [Five9](https://www.capterra.com/p/132405/Five9/) [4.2 (487)](https://www.capterra.com/p/132405/Five9/reviews/) Starting price $159.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 83% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/132405/Five9/) Highest Rated [Diabolocom](https://www.capterra.com/p/181150/Diabolocom/) [4.9 (9)](https://www.capterra.com/p/181150/Diabolocom/reviews/) Starting price $30.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 100% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/181150/Diabolocom/) ## FAQs about Enghouse Contact Center Overview ### Which roles and teams benefit most from Enghouse Contact Center? Enghouse Contact Center is most used by IT leaders, network administrators, and unified communications teams that manage telephony, routing, and contact center infrastructure. Customer service managers rely on it to improve agent workflows and service levels, while operations and executive leaders use it for visibility, reliability, and cross-team communication performance. Answer based on 21 reviews Overview ### What company size and industries is Enghouse Contact Center built for? Enghouse Contact Center is built for organizations with 10 to 1000s of agents, led by enterprise teams at 52% and Non-Profit Organization Management at 19%. It also serves midsize businesses at 29% and small businesses at 19%, with strong representation in Hospital & Health Care and Insurance at 10% each, primarily for call center use. Answer based on 21 reviews Features and Usability ### What are the key features of Enghouse Contact Center? Enghouse Contact Center offers call center management tools including automatic call distribution, automated routing, queue management, call recording, call monitoring, and call reporting. It also includes omnichannel functions such as IVR, live chat, chat/messaging, email management, and social media integration, plus workforce management, CRM, and real-time analytics. Integrations ### Which third-party tools and platforms does Enghouse Contact Center integrate with? Enghouse Contact Center integrates with 8 third-party tools across workforce management, CRM, support, and messaging, including Calabrio ONE, CommunityWFM, Freshdesk, ServiceNow, Siebel CRM, Instagram, WhatsApp, and Viber. Answer based on 7 reviews Getting Started and Support ### What training and onboarding options does Enghouse Contact Center offer? Enghouse Contact Center provides in person training, live online sessions, webinars, documentation, and videos to support getting started. In person and live online formats offer guided instruction, webinars provide scheduled learning sessions, and documentation and videos give self-paced reference material for setup and product use. Answer based on 3 reviews Getting Started and Support ### What customer support options does Enghouse Contact Center offer? Enghouse Contact Center provides Email/Help Desk, FAQ/Forum, Knowledge Base, Phone Support, 24/7 Live Rep, and Chat. Users describe the HelpDesk as qualified and friendly, with strong technical support, while some note limits during setup and product use that do not stop the platform from meeting core needs. Answer based on 2 reviews ## Features AI summary Based on 3,851 Call Center reviews Capterra data shows that buyers of call center software rank the following features as their top priorities: - **Call Center Management** (**48%** of reviewers rated this feature as critical) - **Call Logging** (**44%**) - **Call Monitoring** (**44%**) Enghouse Contact Center supports all three of the features reviewers value most: **Call Center Management**, **Call Logging**, and **Call Monitoring**. Together, these capabilities help businesses oversee daily contact center operations, maintain accurate records of customer interactions, and review agent performance in real time, allowing teams to improve service quality, track activity more effectively, and respond to customer needs faster. Call Center Management 4.3 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Call Logging 4.4 (5) 100.00% of 5 reviewers that rated this feature as important or highly important Collects essential call data such as call origin, call destination, call length, and other transaction details Call Monitoring 4.3 (7) 71.43% of 7 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Call Recording 3.8 (6) 50.00% of 6 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Reporting/Analytics 4.0 (7) 57.14% of 7 reviewers that rated this feature as important or highly important View and track pertinent metrics to find patterns and gain insights from data Computer Telephony Integration 4.5 (8) 75.00% of 8 reviewers that rated this feature as important or highly important Computer-telephony integration is the use of computers to manage telephone calls Enghouse Contact Center 59 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Activity Tracking: Track and document all activities across devices, networks, and other systems - Agent Interface: Agents can view and manage all customer requests and interactions. - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Auto-Dialer: System that automatically dials calls - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Blended Call Center: A call center that both makes and receives calls - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call List Management: Manage and track all past and future calls. - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transfer: Transfers live calls to other agents - Callback Scheduling: Schedules callback times - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Collaboration Tools: Provides a channel for team members to share AI models, media files, communicate, and work together - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - Contact Database: Centralized database of stakeholders and their contact information such as names, address, phone number etc. - Contact Management: Manage, organize, and store contact information - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer History: Access previous interactions or concerns to maintain customer relationships - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Data Import/Export: Import and export data to and from software applications - Email Management: Manage, store and organize emails within the system or via third-party apps - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Interaction Tracking: Track interaction history by documenting conversations for contacts - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Live Chat: Ability to chat online in real time - Manual Dialer: Agents choose who to call and when - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Quality Management: Focuses on improving processes by collecting data and spotting bottlenecks or other challenges. - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Reporting: Active reporting of data and metrics - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Voice Mail: Computer-based system that allows users to send and receive voice messages - Workflow Management: Create, design and manage workflows for repetitive tasks - Workforce Management: A set of processes to optimize the productivity of its employees --- Get Advice We can help you find the software with the features you need. Features 4.3 (21) 4.3 Based on 21 reviews ## Pricing Value for money 4.2 (20) Free Version Basic $65.00 Per User,Per Month Value for money 4.2 (20) 4.2 Based on 20 reviews ## Integrations [ WhatsApp](https://www.capterra.com/p/180345/WhatsApp/)[ Instagram](https://www.capterra.com/p/210721/Instagram/)[ Viber](https://www.capterra.com/p/180348/Viber/)[ Freshdesk](https://www.capterra.com/p/124981/Freshdesk/)[ ServiceNow](https://www.capterra.com/p/254088/ServiceNow/)[ Calabrio ONE](https://www.capterra.com/p/110588/Calabrio-One-Suite/)[ CommunityWFM](https://www.capterra.com/p/194174/Community-Workforce-Management-Software/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.4 (21) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.4 (21) 4.4 Based on 21 reviews ## User reviews Overall rating 4.5 Based on 21 reviews Filter by rating 5(12) 4(7) 3(2) 2(0) 1(0) Mentioned topic Sorted by most recent BH Bruce H. Desktop Support Analyst Hospital & Health Care ### "Review of Touch Point Call Center" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 8/10 July 18, 2023 Pros The GUI interface is easy to use. The original Zeacom interface was much better according to the user. Cons Not enough training for the Admins and the users. The user's had many complaints and issues that would have been easily rectified by more training before go live. Alternatives considered [Cisco Unified Intelligent Contact Management Enterprise](https://www.capterra.com/p/213093/Cisco-Unified-Intelligent-Contact-Management-Enterprise/) Reasons for choosing Enghouse Contact Center We had Zeacom and the user's would not change to Cisco. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor July 20, 2023 Thank you for taking the to review our contact center solution. Your feedback is really important to us. I am sorry to hear about your training issues. User adoption is very important, and it looks like we have fallen short in this instance. Our solutions are designed to be easy to use to minimize training and accelerate adoption. I will certainly pass on your feedback to our training and implementation team. John W. IT Site LEad Transportation/Trucking/Railroad ### "Great Product" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 July 18, 2023 Pros Easy to implement and integrate into our Skype (and now Teams) environment. End users were able to quickly pickup the new system when we implemented. Installation was a breeze and the implemention team was available every step of the way. Cons All features worked as expected. This product delivered the results we needed. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor July 20, 2023 Thank you for your amazing review. Our aim is to make our solutions as easy to use as possible whilst still maintaining feature-rich functionality. We value all feedback so that we can continue to improve and innovate our solutions. CJ Casey J. IT Manager Mechanical or Industrial Engineering ### "Lechler Support" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 5/10 July 11, 2023 Fine. Pros Knowledgeable technician who helped me quickly. Cons Response time is not fast enough. Need help immediately. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor July 20, 2023 Thank you for your review and for taking the time to provide feedback on our solutions. Our employees have a wealth of experience around each solution and are always happy to help. I am sorry to hear that we are not always as responsive as we should be. I will certainly pass on your comments to our support team as I know that any delays can be disruptive to business operations. We like to ensure that we are providing a service that supports our customers' needs. WW William W. Unified Communications Systems Engineer III Hospital & Health Care ### "EICC is a fantastic call center solution" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 4.0 4.0 Likelihood to Recommend 10/10 July 11, 2023 Working in health care alot of smaller departments want the ability to use call center features but dont work in a traditional call center environment. Logged in staff are up and down from their desk as they check in patients, room patients etc. Being able to have the flexibility that enghouse offers helps us tailor the queues to fit their work flows. Pros The EICC Contact Center is a great application that is feature rich. The Callback feature, Phone integration, Reports, the ability to view the queues, agents, calls, etc and the ability to remotely control an agents login, logout, break, work etc. Cons I have installed/used/administered Enghouse(formerly Zeacom) since 2004. I like the old desktop application better than the touchpoint application. I feel like I could get more information from one screen then having to bounce between tabs and then having to drill down to an agent for instance to get certain information. Reasons for choosing Enghouse Contact Center Management felt that this was a cost effective solution to replace the Avaya AACC. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor July 20, 2023 Thank you for your great review. I am glad to see you are benefiting from the features and functionality included in the platform. It was interesting to see your comments about the TouchPoint client. I will certainly pass this feedback on to our product development team. However, it might be worth reaching out to your account manager to check to see if you are on the latest version and if there is anything we can do to help. JT John T. Director of Enterprise Network Operations Education Management ### "Staying agile for K-12 education families and agency staff" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 July 6, 2023 We have grown with the product over multiple years of operations. We have migrated voice platforms three time, but have stayed with Enghouse the entire time. This has proven the products flexibility to integrate with both traditional PBX systems and now full VOIP systems. User configuration and flexibility to adapt to differing group needs as well as work schedules has served our agency well. Pros A call center that offers multiple media formats of support in a single agent window, as well as the skill set routing provides our agency the flexibility to meet the requirements of our families and staff. From voice to chat sessions, Touchpoint allows our agents to quickly respond to calls and get answers to our families and employees as quickly as possible. Cons There are some limitations to setup and what the product can peform, but none that inhibit us from meeting our base goals. For the cost, this product performs and give the company a lot of flexibility in our approach to customer service and communication platforms supported (voice, chat and email). Reasons for choosing Enghouse Contact Center Flexibilty in configuration and ability to meet agency operating requirements. Review source Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. Response from Vendor July 20, 2023 Thank you for your great review. It's good to see that you are making the most of the features and functionality within the platform. We always value any feedback so that we can continue to improve and innovate our solutions. I will be sure to pass on your comments to our development team. JM John M. Project Supervisor Consumer Services ### "Call Center Software that can significantly impact your metrics" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 October 17, 2022 If you use the product "out of the box", it is easy to use and support. If you customize it heavily, it is still easy to use but administration, planning, and updates are cumbersome and can be very expensive. Pros Most of the system is very intuitive/easy to navigate from a user standpoint. There are many combinations of features for call/email/ and SMS delivery. Cons The admin part of the system can be complicated and little cumbersome. More custom reporting, either for free or at a reasonable cost, would be welcome. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. GM Giovanni M. IT Information Services ### "Esperienza ventennale" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 May 16, 2022 Ottima esperienza, reputo il software molto qualificato specialmente per grossi callcenter. Inoltre do un 10 al loro HelpDesk qualificato e gentile per non parlare delle competenze tecniche e del PM, 10 e lode. Pros Ho potuto verificare tutte le funzionalità del prodotto che valuto una scelta indicata per grandi callcenter Cons Dall'ultima relase CT7 installata unico inconveniente un disallineamento con il Dbase che ha portato ad alcuni inconvenienti di reportistica e funzionalità script Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. JO John O. Customer Service Centre Manager Non-Profit Organization Management ### "One platform.... One customer view" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 3.0 3.0 Likelihood to Recommend 8/10 March 25, 2022 The end to end experience has been excellent, a strong procurement submission which continued through the design and implementation phase. LHP has seen significant benefits across all customer contact channels with improvements to PCA top quartile performance, reduction in average handling times, and our in-hours e-mail and social media response times are now in real time. The implementation of the multi-channel platform has been central to our digital strategy and has given our customers greater freedom and choice with their contact preferences. Pros The introduction of the EiCC multi-channel platform has brought all customer contact channels into one application, allowing real time management of resource and improving both response times and the customer experience. Cons At times calls can stick in the platform keeping advisors connected to a call after resolution, this then keeps the advisor tied to a contact and can not answer the next customer. Reasons for choosing Enghouse Contact Center The submission met our criteria and provided good value for money to the business Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. MK Madison K. Customer Service Manager Real Estate ### "Mid range product" 3.0 Overall Rating 3.0 3.0 Ease of Use 4.0 4.0 Features 3.0 3.0 Customer Service 3.0 3.0 Likelihood to Recommend 6/10 March 21, 2022 Queue management and performance management of the team made easy; some significant improvement can be made to the reporting/daily performance visibility in the form of a customisable wall board. Pros Queue management in a contact centre environment is made easier. Cons Reporting and Wallboard need some serious work to be usable. I am looking forward to implementing webchat and social media management in the future. Ideally, I would be able to introduce API links so that a downloaded transcript of both were added to our document repository, but I don't think this feature is available at the moment. Review source Non-incentivized review: any software user can leave a review for any product listed on our site. All submitted reviews are subject to our verification process prior to publication. DG Dillon G. IT Network Specialist Banking ### "Enghouse Contact Centre" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 5/10 November 15, 2021 Excellent service from the Support Center. Pros Simple to Use. It has been around for a while so the Operators are familiar with it. Cons a better modern interface. Interoperability with other products. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. [View all Reviews](https://www.capterra.com/p/231432/Enghouse-Contact-Center/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.