Enghouse Interactive Call Center Software


 

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 database during each call and pulls relevant customer information to help the customer agents during each call.

With customized reports, dashboards and call monitoring and assessment tools, users are able to get an overall view of various customer touch points.

 

Enghouse Interactive Contact Center - Agent performance
 
  • Enghouse Interactive Contact Center - Agent performance
    Agent performance
  • Enghouse Interactive Contact Center - Call log
    Call log
  • Enghouse Interactive Contact Center - Call recording
    Call recording
  • Enghouse Interactive Contact Center - Call window
    Call window
  • Enghouse Interactive Contact Center - Quality assurance module
    Quality assurance module
  • Enghouse Interactive Contact Center - Quality management suite
    Quality management suite
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 10

3 Reviews of Enghouse Interactive Contact Center

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December 2018

December 2018

Does everything

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support
Pros

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

Cons

Call recording and IVR are not included.

Review Source: Capterra
 

Randy from Miller's Professional Imaging
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

December 2018

December 2018

Dependable Software/Fantastic support after the sale

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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

Review Source: Capterra
 


December 2018

December 2018

I am very satisfied with Contact Center

Ease-of-use

Functionality

Product Quality

Customer Support

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Support

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.

Review Source: Capterra