Enghouse Contact Center 2026: Benefits, Features & Pricing

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On this page

Overview
Pricing and Plans
Features
Integrations
User Reviews

Overview

Enghouse Contact Center

4.5

(21)

Pricing

Starting at $65.00 per month

About Enghouse Contact Center

Enghouse Interactive Contact Centers, featuring the omni-channel cloud-based Enghouse CCaaS, are highly reliable, certified secure, feature-rich call center solutions that deliver optimal customer experiences (CX) by quickly connecting resources across an entire organization to manage customer inquiries, no matter the channel or device. Microsoft Teams Certified, open-standards-based, operationally flexible, and AI-enabled, Enghouse contact centers are quickly deployed and deliver easy customization and scalability to organizations of all sizes, across all industries.

A sampling of some of the comprehensive capabilities provided by Enghouse Contact Centers include:

Omni-channel communications, which allow businesses to engage with customers using their preferred communication method, such as voice, email, voicemail, SMS, social media, web chat, video chat, or screen sharing. All contact types are seamlessly blended into a single queuing and skills-based routing intelligence, ensuring customers reach the most appropriate agent. This ensures efficient call handling and reduces wait times for customers. Real-time chat and voice translations capabilities are also available to remo...

ve language skills as a barrier to customer assistance. Robust self-service capabilities, which leverage conversational AI, voice- and chat-bots, insights from Knowledge Bases, interactive voice response (IVR) and speech recognition, and integration with CRM platforms to help customers quickly get the information they need. This not only reduces costs and improves first call resolution (FCR) rates, but also frees up agents to focus on complex customer issues. Agent Coaching options, through the supervisor interface, which enable monitoring of agents via silent monitoring mode on all media types. For telephone calls and web chat, supervisors can also use a whisper mode to coach the agent without the caller hearing or reading the exchange, or a barge-in mode that enables three-way communication among the agent, supervisor, and caller. In addition, there are GPT-based AI capabilities than can suggest responses for agents using chat/messaging. Reporting and Analytics capabilities, which give organizations insights into key metrics, allowing them to make data-driven decisions to optimize their contact center operations. All end-to-end interaction and user data are stored and available for reporting and dashboards. AI-driven speech and text analytics can be used to analyze these interactions to provide Voice of the Customer (VoC) information. In addition, Enghouse contact centers use AI and NLP technology to analyze up to 100% of all interactions to create unbiased, comprehensive, and consistent agent evaluations. Unified Communication integrations, including the Enghouse Connect UCaaS offering and Microsoft-certified Teams connectivity, allow agents to see all UC contacts directly in the agent user interface. This gives agents the ability to see the Presence of non-agent employees and either message or transfer calls to subject-matter. This allows all employees, not just contact center agents, to be part of CX and customer call resolution. Customer Relationship Management (CRM) Integration: Enghouse Contact Centers' solutions integrate seamlessly with popular CRM platforms, enabling agents to access customer information and interaction history in real-time. This integration enhances the customer experience by providing agents with a holistic view of customer interactions. Outbound, List-Based Dialing, which offers an array of campaign management tools. Dialing modes include preview, progressive, predictive, as well as agentless IVR dialing. Sophisticated algorithms based on real-time simulation are used to dynamically control the predictive dialing rate and immediately route successful calls to available agents, reducing call abandonment. For more information on these and other contact center capabilities, visit enghouseinteractive.com.

Enghouse Contact Center Screenshots

Enghouse Contact Center Pricing and Plans

Starting price: $65.00 per month

Free Trial

Free Version

Basic

$65.00

per user, per month

No plan information available

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Enghouse Contact Center Features

Popular features found in Call Center
Caller ID
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Contact Management
CRM
Dashboard
IVR
Queue Management
Reporting/Analytics
More features of Enghouse Contact Center
Activity Dashboard
Activity Tracking
Agent Interface
Alerts/Escalation
Alerts/Notifications
API
Auto-Dialer
Automated Routing
Automatic Call Distribution
Blended Call Center
Callback Scheduling
Call Center Management
Call List Management
Call Reporting
Call Tracking
Call Transfer
Campaign Management
Chatbot
Chat/Messaging
Collaboration Tools
Computer Telephony Integration
Contact Database
Customer History
Customizable Reports
Data Import/Export
Email Management
Inbound Call Center
Interaction Tracking
Live Chat
Manual Dialer
Monitoring
Multi-Channel Communication
Outbound Call Center
Performance Management
Predictive Dialer
Progressive Dialer
Quality Management
Real-Time Analytics
Real-Time Data
Real-Time Monitoring
Real-Time Reporting
Reporting & Statistics
Social Media Integration
Third-Party Integrations
Voice Mail
Workforce Management

Enghouse Contact Center Integrations

Calabrio ONE

Viber

CommunityWFM

Freshdesk

Siebel CRM

See all 8 integrations

Enghouse Contact Center User Reviews

Overall Rating

4.5

Ratings Breakdown

57%

33%

10%

Secondary Ratings

Ease of Use

4.7

Value for money

4.2

Customer support

4.4

Functionality

4.3

Sergio C.

Verified reviewer

Outsourcing/ Offshoring

1001-5000 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

What 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.

Cons:

Nothing. We are very happy with ENghouse Presence Suite and the associated services that you offer.

Reasons 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 M.

Verified reviewer

Consumer Services

10000+ employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons for switching to Enghouse Contact Center

Looking for an improved experience, more options, and better reporting.

Madison K.

Verified reviewer

Real Estate

201-500 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Simon P.

Verified reviewer

Non-Profit Organization Management

201-500 employees

Used daily for less than 2 years

Review source

Reviewed September 2021

A contact center solution that's growing with our business

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

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.

Cons:

Out 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 H.

Verified reviewer

Hospital & Health Care

5001-10000 employees

Used monthly for more than 2 years

Review source

Reviewed July 2023

Review of Touch Point Call Center

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

Reasons 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

John T.

Verified reviewer

Education Management

10000+ employees

Used weekly for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

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

William W.

Verified reviewer

Hospital & Health Care

10000+ employees

Used weekly for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

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 W.

Verified reviewer

Transportation/ Trucking/ Railroad

10000+ employees

Used daily for more than 2 years

Review source

Reviewed July 2023

Great Product

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

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.

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

Keith S.

Verified reviewer

Consumer Goods

501-1000 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

System 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.

Cons:

The 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.

Reasons 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.

John Paul P.

Verified reviewer

Non-Profit Organization Management

201-500 employees

Used weekly for more than 2 years

Review source

Reviewed September 2021

Enghouse Contact Centre

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

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.

Cons:

We'd like to see closer integration to MS Teams and a SaaS solution in the future, we hope Enghouse can deliver this!

Showing 1 - 10 of 21 Reviews

See All Reviews