





Agent performance






Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10About Enghouse Interactive Contact Center
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 d...
Agent performance
Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10Average User Ratings
Overall
Ease-of-use
4.5
Value for money
5.0
Customer support
5.0
Functionality
4.5
Likelihood to Recommend
Not likely
Very likely
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January 2019
Monserrat from Masterbuilt Manufacturing
Company Size: 51-200 employees
Industry: Consumer Goods
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
5.0
Customer support
5.0
Functionality
4.0
January 2019
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.
December 2018
Randy from Miller's Professional Imaging
Company Size: 501-1,000 employees
Industry: Photography
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
December 2018
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
December 2020
JULIAN from WALTER BRIDGE
Company Size: 51-200 employees
Industry: Telecommunications
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
4.0
Value for money
4.0
Customer support
5.0
Functionality
5.0
December 2020
Si lo q requieres es confianza para tu operación.. esta plataforma debe estar entre tus opciones
Es una excelente plataforma de contact Center especialmente para operaciones de entrada y salida de llamadas, correo y chat..
Pros
Confiabilidad, Variedad en las configuraciones operativas, Alternativas de Operación, Métricas al alcance de todos, Informes Útiles y confiables.
Cons
La plataforma en nube aún está pendiente por afianzar. La segmentación del licenciamiento es difícil de digerir para el usuario final
December 2019
Anonymous
Company Size: 201-500 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
3.0
Functionality
2.0
December 2019
An ok Call Center Solution
Call Center Operations, Call Routing, Managing Internal Agents
Pros
I do like that it has all the features you possibly would want when it comes to call center operations just the execution by the programs is lacking
Cons
Snapshot is buggy and lacks many features and benefits of other call tracking programs. Touchpoint can be extremely laggy
December 2018
Anonymous
Company Size: 51-200 employees
Time Used: Less than 2 years
Review Source: Capterra
Ease-of-use
4.0
Customer support
5.0
Functionality
4.0
December 2018
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.
January 2019
Gary from StarTech.com
Company Size: 201-500 employees
Industry: Consumer Electronics
Time Used: More than 2 years
Review Source: Capterra
Ease-of-use
5.0
Customer support
5.0
Functionality
5.0
January 2019
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.
December 2018
Anonymous
Company Size: 501-1,000 employees
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
December 2018
Does everything
Pros
Reliable, good training, support, Easy to train and onboard new agents, great reporting
Cons
Call recording and IVR are not included.