Dependable Software/Fantastic support after the sale

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.

Pros

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.

Cons

no complaints come to mind, great company to work with

Easy to Navigate with great customer support

Pros

This software has provided a wonderful method to track KPIs for our employees via their reporting tool and has made it easy to manage our phone system for our call center. The detail provided and the tools that are accessible to us allows us to track employee performance, call details, and gives us a solid view of daily operations by our call center representatives. The software is flexible so it is easy to formulate it to your company's specific needs. It also helps that we were provided with thorough and effective training. The hands on training was truly helpful and the instructor makes it very easy to understand. If help is needed, they are very responsive which is a life saver for our busy call center!

Cons

Some of the software can be a little tricky at first but once you learn it, it becomes easy to navigate (which is typically the case with all software). It takes a little patience but it is worth it.

I am very satisfied with Contact Center

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

Pros

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.

Cons

Some of the features require additional licensing and don't come standard.

Best multi-channel call center

We have been using this software for 5+ years. While no solution is perfect, this one is reliable and handles multi-channel better than any we've seen. There seems to be a dedication to constant improvement by the Enghouse group. They have also announced chat translations, will be testing that in the next quarter.

Pros

Allows agents to handle multiple media types in the same window. We have endured many an RFP and this is the solution that best handles multi-channel. It is easy to use and our agents love working with it.

Cons

I like everything about this software and the support is great too.

Does everything

Pros

Reliable, good training, support, Easy to train and onboard new agents, great reporting

Cons

Call recording and IVR are not included.

Really Good Contact Center Technology

We use this to track and measure staffing KPIs as well as overall contact center metrics.

Pros

Ease of use when it comes to tracking contact center representatives KPIs and Contact Center Metrics. The ability to download into many different formats is very user friendly.

Cons

Customer Support could be enhanced. But otherwise very little.