Enghouse Interactive is a contact center solution designed for midsize and large companies. It offers multi-channel contact management, an operator attendant console, interactive voice response (IVR), call recording and quality assessment within a suite.
Available for deployment both on-premise and in the cloud, the software enables customer service agents to handle both inbound and outbound customer communications from a single solution. The software also features multi-channel contact management, which allows customer agents to handle communication from different media channels such as telephone, email, fax, web-chat, video calls and SMS.
A key feature of the product is an "operator attendant console.” It performs a lookup into the corporate database during each call and pulls relevant customer information to help the customer agents during each call.
With customized reports, dashboards and call monitoring and assessment tools, users are able to get an overall view of various customer touch points.
Reliable, good training, support, Easy to train and onboard new agents, great reporting
Call recording and IVR are not included.
Randy from Miller's Professional Imaging
Employees number: 501-1,000 employees
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.
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.
no complaints come to mind, great company to work with
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
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.
Some of the features require additional licensing and don't come standard.