Basic
- Not available
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Pros
"Mid range product"
Overall: 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.
"Enghouse Review"
Pros: Softphone easy to use by contact centre agents. Easy to manage presence and control schedules. Auto attendant feature saves the need for a receptionist.
Cons: Does not support remote working. Expense to upgrade and move to new server infrastructure.