About Enghouse Contact Center

Enghouse Interactive Contact Centers is a cloud-based solution, which helps businesses of all sizes manage customer information, handle inquiries and route multiple channels to agents. Features include outbound dialer, reporting, prioritization, IVR, call recording and quality monitoring.

The application enables professionals to manage multiple tasks and track, escalate, and report on workflows. Supervisors can create and implement routing strategies or rules across the entire agent pool. It archives all the customer interactions, which allows managers and agents to view past conversations based on date, time or any other data. Businesses can also conduct surveys to determine client’s call experience.

Enghouse Interactive Contact Centers offers integra...


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13 Reviews of Enghouse Contact Center

Average User Ratings

Overall

4.54 / 5 stars

Ease-of-use

5.0

Value for money

4.5

Customer support

4.5

Functionality

4.5

Ratings Snapshot

5 stars

(8)

8

4 stars

(4)

4

3 stars

(1)

1

2 stars

(0)

0

1 stars

(0)

0

Likelihood to Recommend

Not likely

Very likely

Showing 1 - 5 of 13 results

July 2021

Sergio from SMART CENTER SA DE CV

Verified Reviewer

Company Size: 1,001-5,000 employees

Industry: Outsourcing/Offshoring

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

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.

July 2021

Keith from Sullair LLC

Company Size: 501-1,000 employees

Industry: Consumer Goods

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

5.0

Customer support

5.0

Functionality

5.0

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.

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.

November 2021

Dillon from Investec Bank

Company Size: 5,001-10,000 employees

Industry: Banking

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

4.0

Customer support

4.0

Functionality

4.0

November 2021

Enghouse Contact Centre

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.

September 2021

Gilbert from SMART Communications Inc

Company Size: 1,001-5,000 employees

Industry: Telecommunications

Time Used: More than 2 years

Review Source: Capterra


Ease-of-use

4.0

Value for money

3.0

Customer support

3.0

Functionality

3.0

September 2021

CCSP Review

Solutions takes too long to implement. issues like zombie calls are still unresolved which was escalated 2 years from now.

Pros

Integration w/ existing system is easy..

Cons

No existing POC Environment to test the following solutions. Voice AI Bot, TTS/STT, CHAT Bot. POC should be no cost.

September 2021

Simon from Grand Union Housing Group

Company Size: 201-500 employees

Industry: Non-Profit Organization Management

Time Used: Less than 2 years

Review Source: Capterra


Ease-of-use

5.0

Value for money

4.0

Customer support

5.0

Functionality

4.0

September 2021

A contact center solution that's growing with our business

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