All Enghouse Contact Center Reviews
1-21 of 21 Reviews
Sort by
Sergio
Verified reviewer
Outsourcing/Offshoring, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
Our pleasant experience of working together with Enghouse Presence Suite
We have been users of this system since 2003 and we have collaborated bi-directionally creating value for our company's clients. We think it is the best software on the market.
PROSWhat we like the most about this software is that it is extremely powerful, since it offers all the features that a BPO company needs to provide a high quality service to its clients. On the other hand, the ease they offer to know the architecture of their database together with the training to integrate third-party software is extremely useful for the tropicalization of services for any type of client.
CONSNothing. We are very happy with ENghouse Presence Suite and the associated services that you offer.
Reason for choosing Enghouse Contact Center
At that time, the CEO of our company chose to install this software because it had the most robust predictive dialing algorithm of all the systems on the market.
John
Consumer Services, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed October 2022
Call Center Software that can significantly impact your metrics
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.
PROSMost 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.
CONSThe 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.
Reasons for switching to Enghouse Contact Center
Looking for an improved experience, more options, and better reporting.
Madison
Real Estate, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed March 2022
Mid range product
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.
PROSQueue management in a contact centre environment is made easier.
CONSReporting 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.
Simon
Non-Profit Organization Management, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2021
A contact center solution that's growing with our business
Integration with Skype for Business and ambitions towards MS Teams at the time. A simple user interface for our contact centre agents which required very little training to get staff up and running.
CONSOut of the box reporting is limited but with access to the database we have managed to create all the reports and dashboards we need.
Reasons for switching to Enghouse Contact Center
Requirements for a more modern contact centre that could be integrated with our other systems easily
Bruce
Hospital & Health Care, 5,001-10,000 employees
Used monthly for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2023
Review of Touch Point Call Center
The GUI interface is easy to use. The original Zeacom interface was much better according to the user.
CONSNot 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.
Reason for choosing Enghouse Contact Center
We had Zeacom and the user's would not change to Cisco.
Vendor Response
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.
Replied July 2023
Keith
Consumer Goods, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2021
Enghouse is a quality Product
The original instal went very well. At the time we were using an NEC 2400. When we upgraded to an Avaya phone system the transistion was flawless. With that any upgrades for version upgrades have been flawless.
PROSSystem is very easy to manage. Once the system is setup, it is easy to add new Queues or users with a copy feature. When changing options to multiple you can select multiple people/Queues to update all at once.
CONSThe only complain I have had comes from my users. From Ver 9 to 11 Desktop was removed to Touchpoint. Relearning a new client was the hardest issue of that upgrade. Most of our users had been using the system from the begining.
Reason for choosing Enghouse Contact Center
At the time I was a contractor to Sullair. I worked for Cincinati Bell and supported the NEC 2400 at the site. I had seen the Enghouse Call Center while at a conference with NEC. I showed the product to Sullair, and they hired me directly in the IT department and I began the project to upgrade. I have worked with the system from Ver 4 to now Ver. 11.1 over 23 years. There support team is very good if you have any issues which do not happen often, in most cases it is configuring something I have not done in a long time outside the daily normal things.
Reasons for switching to Enghouse Contact Center
The management group of the call Centers wanted more features. We were lucky to have some local companies in our area to visit using the software for live use. Both companies had very good comments.
William
Hospital & Health Care, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed July 2023
EICC is a fantastic call center solution
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.
PROSThe 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.
CONSI 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.
Reason for choosing Enghouse Contact Center
Management felt that this was a cost effective solution to replace the Avaya AACC.
Reasons for switching to Enghouse Contact Center
Enghouse was already in use at NW Hospital when the Hospital was purchased by UW Medicine. A decision was made to use Enghouse as the replacement for the aging Avaya AACC application and is being rolled out to multiple departments.
Vendor Response
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.
Replied July 2023
John
Verified reviewer
Transportation/Trucking/Railroad, 10,000+ employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
Great Product
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.
CONSAll features worked as expected. This product delivered the results we needed.
Vendor Response
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.
Replied July 2023
Rhana
Insurance, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed July 2021
Enghouse Endorsement
We have been with them several years and they recently helped us with an update to the cloud and a transition over to Teams. The team is professional and highly responsive, they resolved a couple of existing issues within our phone tree that we were unaware of and provided a seamless transition.
PROSWith basic knowledge of the platform, it is fairly simple to administer. They provide excellent ongoing education and when you do need assistance, their service team is top-notch!
CONSCompared to some other platforms, the feel of the UX is a little outdated.
Reason for choosing Enghouse Contact Center
We did consider other products but the responsiveness and support from Enghouse is what won us over. They deliver a great product, with amazing backend support, for a reasonable price.
Casey
Mechanical or Industrial Engineering, 51-200 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2023
Lechler Support
Fine.
PROSKnowledgeable technician who helped me quickly.
CONSResponse time is not fast enough. Need help immediately.
Vendor Response
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.
Replied July 2023
John
Education Management, 10,000+ employees
Used weekly for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed July 2023
Staying agile for K-12 education families and agency staff
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.
PROSA 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.
CONSThere 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).
Reason for choosing Enghouse Contact Center
Flexibilty in configuration and ability to meet agency operating requirements.
Vendor Response
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.
Replied July 2023
Dillon
Banking, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed November 2021
Enghouse Contact Centre
Excellent service from the Support Center.
PROSSimple to Use. It has been around for a while so the Operators are familiar with it.
CONSa better modern interface. Interoperability with other products.
John
Non-Profit Organization Management, 201-500 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed March 2022
One platform.... One customer view
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.
PROSThe 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.
CONSAt 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.
Reason for choosing Enghouse Contact Center
The submission met our criteria and provided good value for money to the business
Giovanni
Information Services, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed May 2022
Esperienza ventennale
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.
PROSHo potuto verificare tutte le funzionalità del prodotto che valuto una scelta indicata per grandi callcenter
CONSDall'ultima relase CT7 installata unico inconveniente un disallineamento con il Dbase che ha portato ad alcuni inconvenienti di reportistica e funzionalità script
Simon
Government Administration, 5,001-10,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2021
A great product, reliable and with great features
Implementation was straightforward with support from Voyager in the delivery of the solution. Each contact centre we implemented has been well received and has a good balance of features helping to support channel shift.
CONSNottingham so far, the product seems reliable and well supported.
Reasons for switching to Enghouse Contact Center
End of contract
John Paul
Non-Profit Organization Management, 201-500 employees
Used weekly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2021
Enghouse Contact Centre
Having direct integration in to our housing management system for CTI was initially a fantastic feature to have. Being then able to build on this with multi-channel management of contacts through one pain of glass makes it simpler for end users as well as being able to keep reporting in one location. Once set up, the maintenance of the product is fairly minimal and through great help features administrators can manage their own setup without needing consultancy from Enghouse all the time.
CONSWe'd like to see closer integration to MS Teams and a SaaS solution in the future, we hope Enghouse can deliver this!
Gilbert
Telecommunications, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed September 2021
CCSP Review
Solutions takes too long to implement. issues like zombie calls are still unresolved which was escalated 2 years from now.
PROSIntegration w/ existing system is easy..
CONSNo existing POC Environment to test the following solutions. Voice AI Bot, TTS/STT, CHAT Bot. POC should be no cost.
Mark
Retail, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed October 2021
Enghouse Review
Softphone easy to use by contact centre agents. Easy to manage presence and control schedules. Auto attendant feature saves the need for a receptionist.
CONSDoes not support remote working. Expense to upgrade and move to new server infrastructure.
Alberto
Computer Networking, 201-500 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2021
Capacidad de control de la herramienta
El poder de desarrollo o modificación que podemos hacer nosotros directamente
CONSAl tener tanta capacidad de gestion del servicio alguna vez se nos complica
Reasons for switching to Enghouse Contact Center
Falta de funcionalidades para la gestion de llamadas salientes
Sam
Non-Profit Organization Management, 1,001-5,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2021
Social Housing Customer
The product is easy to use, with regular releases of new features.
CONSThere is a thick-client element, but a near future release is addressing this, which will have a positive impact for our teams.
Stefanie
Insurance, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed September 2021
easy, efficient to make agents work independently
high flexibility great dialer high potential of supervision efficient easy to learn for agents
CONSimplementation not that easy, because of many possibilities (but big support from support center)