--- title: Enghouse Contact Center Reviews meta_title: 'Enghouse Contact Center Reviews 2026: Details, Pricing, & Features | G2' meta_description: Filter 99 reviews by the users' company size, role or industry to find out how Enghouse Contact Center works for a business like yours. aggregate_rating: rating_value: 4.3 review_count: 99 scale: '5' date_modified: '2026-07-17' parent_category: name: Call & Contact Center url: https://www.g2.com/categories/call-contact-center --- # Enghouse Contact Center Reviews **Vendor:** Enghouse Systems **Category:** [Contact Center Software](https://www.g2.com/categories/contact-center) **Average Rating:** 4.3/5.0 **Total Reviews:** 99 ## About Enghouse Contact Center Enghouse Interactive is a global provider of contact center software and services, trusted by organizations worldwide to deliver reliable, scalable customer engagement solutions. Backed by decades of experience and a broad customer experience (CX) portfolio, Enghouse supports businesses of all sizes as their engagement needs evolve. The Enghouse Contact Center solution—available in the cloud or on-premises—offers comprehensive omnichannel capabilities, including voice, video, digital channels, and outbound communications. The platform features AI-powered self-service, agent assistance, and quality management, along with built-in workforce management and robust third-party integrations. ## Enghouse Contact Center Pros & Cons **What users like:** - Users appreciate the **accuracy and real-time translation** of Enghouse Contact Center, enhancing communication across various channels. (1 reviews) - Users appreciate the **accuracy of information** provided by Enghouse Contact Center across various communication channels. (1 reviews) - Users appreciate the **AI efficiency** of Enghouse, benefiting from smart support and insights across multiple communication channels. (1 reviews) - Users appreciate the **smart AI integration** of Enghouse, enhancing customer interactions across multiple communication channels. (1 reviews) - Users value the **intelligent AI technology** of Enghouse Contact Center for enhancing customer interactions across multiple channels. (1 reviews) - Analytics (1 reviews) - Artificial Intelligence (1 reviews) - Automation (1 reviews) - Calling Features (1 reviews) - Coaching (1 reviews) **What users dislike:** - Users find that **complex customization** is necessary for configuration, demanding advanced technical support and significant financial resources. (1 reviews) - Users find the **complex implementation** challenging, necessitating extensive customization and technical support during deployment. (1 reviews) - Users find the **complexity of configuration and deployment** a barrier, necessitating advanced technical support and investment. (1 reviews) - Users find the **complex setup** challenging, requiring extensive customization and technical support during deployment. (1 reviews) - Users find the **customization difficulty** challenging, often requiring advanced technical support for effective configuration. (1 reviews) - Difficult Implementation (1 reviews) - Difficult Setup (1 reviews) - Excessive Customization (1 reviews) - Expensive (1 reviews) - Limited Customization (1 reviews) ## Enghouse Contact Center Reviews ### 1. Reinvent the way customers interact and communicate with a straightforward solution. **Rating:** 4.0/5.0 stars **Reviewed by:** Jack S. | Customer Care Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** December 20, 2023 **What do you like best about Enghouse Contact Center?** We found Enghouse­ Interactive easy to add to our phone­ system. The program joined nice­ly with what we already had, letting us change­ over with no troubles. This company kee­ps improving the software and adding to it. They ke­ep it fresh to mee­t how clients needs change­. Each time they upgrade it, the­y give it new skills and tweak it to stay in front of what custome­rs want. They show they really care­ about giving excellent he­lp. **What do you dislike about Enghouse Contact Center?** Enghouse could improve­ by becoming simpler to operate­. The controls and menus require simplification. This would aid individuals not well-versed in te­chnology. It also needs to allow businesse­s more flexibility to tailor the software­ to their needs. Providing additional customization options would prove­ very beneficial. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse helps our customer service run smoothly. It puts all ways of talking to customers together in one spot. This lets us answer faster and work better together. This has made talking to customers better and more joined up. Also, its good call handling means we give great service. This makes our customers happier and more faithful. ### 2. Now our company has comprehensive reporting and analytics **Rating:** 4.5/5.0 stars **Reviewed by:** Romano A. | Contact Center Manager, Telecommunications, Small-Business (50 or fewer emp.) **Reviewed Date:** June 03, 2024 **What do you like best about Enghouse Contact Center?** The most satisfying aspect of Enghouse Interactive is compatibility with other current used tools such as CRM and Help desk. Due to modularity and adaptability, we can adjust various communication processes to our work’s characteristics. Furthermore, there is a lot of opportunities for reporting and analysis which means that the situations can be constantly improved. The functionality, flexibility and backup that are offered by this software prove it and makes it compulsory for our organization. **What do you dislike about Enghouse Contact Center?** The only major issue we have faced with Enghouse Interactive is poor customer service they have provided. However, this has been a extremely hard to get timely help from their support team due to several technical problems that they have faced. Sometimes we take time without any response at all for long periods of time which leads to team frustration and extended downtime. In addition, there are no extensive manuals, nobasics, or FAQ sections on the website that could help resolve issues what decreases our efficiency and trust in the application. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Interactive addresses one of the major issues of coping with multiple customer contacts by providing a single interface to support all types of communication. Thus, real time analytics and providing detailed reporting allowing for more effective management and making decisions that would contribute to increasing the quality of service. This has helped in a major way in reducing complexity meaning that customers, as well as organizational flow, are better pleased. ### 3. We are able to manage customer interactions seamlessly since we use this software **Rating:** 4.5/5.0 stars **Reviewed by:** Ernesto C. | Customer Contact Manager, Telecommunications, Mid-Market (51-1000 emp.) **Reviewed Date:** May 24, 2024 **What do you like best about Enghouse Contact Center?** The strongest side of Enghouse Interactive is its numerous and effective tools used in the management of call centers. It is easy to use and compatible with our current CRM, so the process of tracking customer interaction is simplified. The broad capabilities, such as the ability to record calls and monitor them in real time, work to greatly improve the level of our customer experience. Also, there is always assistance in cases of challenges as the customer support is always available. **What do you dislike about Enghouse Contact Center?** Enghouse Interactive’s disadvantage is limited stability since it could sometimes crash randomly. These interruptions are a hindrance to the flow of operations and add more time to solve them. Further, it can be added that it is rather difficult to adjust this software to the needs and preferences because the choice of options is rather limited. These have been some constrains that have been a thorn in our side as a team. Still, there are more fundamental benefits to be achieved with the use of the software for our purposes. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Several issues can be observed in handling customer interactions and Enghouse Interactive solves many of these problems through integrating call routing and use of reports. This improves our efficiency and responsiveness in serving our clients and customers. Their easily navigable interface and deep CRM compatibility make our work more efficient while allowing us to tackle stronger call traffic. Therefore, better working performance of the team and higher satisfaction of the customers has been achieved. ### 4. This software allowed us to overcome challenges in our customer support service **Rating:** 4.0/5.0 stars **Reviewed by:** Hannah R. | Contact Center Manager, Small-Business (50 or fewer emp.) **Reviewed Date:** May 18, 2024 **What do you like best about Enghouse Contact Center?** One of the Enghouse Interactive's strongest sides is that it fits very well into the existing customer relationship management system. It enriches our customer relationship by processing the required information in a single movement. Besides that, I give a thumbs up to the simplicity in use that paves the way for new staff team members to get the idea easily. This tool has a high rate acceptance and for each and every department in our company, each of these tools has advanced capabilities for us to manage multiple customer issues at a time. **What do you dislike about Enghouse Contact Center?** Enghouse Interactive has some difficulties with their customer support, whereas they are not accessible enough. In the light of problems faced we regularly encounter, are delayed on seeing our issues resolved, thus our operations become disrupted. Furthermore, to the contrary of the software providing a sufficient amount of functions, some of the necessary functionalities are absent, so they have to be achieved through different workarounds and ultimately kill the efficiency of the user. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Interactive is a modern solution to all the issues we are dealing with on customer service through unification and the make response management simple. This way, our communication becomes successfully managing, the problems are resolved quickly and the customers` satisfaction is heightened. It is integrated with our CRM systems, as a result, all the required information is readily available aloring us to have meaningful communication which in return optimizes our workability. ### 5. Provide the best customer service for customers **Rating:** 5.0/5.0 stars **Reviewed by:** Rodrigues S. | Customer Support Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2024 **What do you like best about Enghouse Contact Center?** Enghouse Interactive is one of the most complete contact center that has all the communication channel like phone call, email, SMS and live chat. With different option available, customer now can easily connect with us without restriction. **What do you dislike about Enghouse Contact Center?** Expensive software if we want to use all the service that it provide. Setup process is long and need technical knowledge to connect all the integration. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Keep our customer support agent effective in solving customer problem. Ensure all support ticket is closed and resolve under five business days. ### 6. Simple operation for SME to operate contact center **Rating:** 5.0/5.0 stars **Reviewed by:** Joao S. | Customer success executive, Mid-Market (51-1000 emp.) **Reviewed Date:** June 10, 2024 **What do you like best about Enghouse Contact Center?** We as a small and medium enterprise that running a automotive business need a simple contact center to operate. We do not need fancy customer support platform to help our customer inquiry and problem. Enghouse has provide all what we need. **What do you dislike about Enghouse Contact Center?** We need integration with Microsoft Excel but it isn't supported. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Customer has lesser waiting time on phone to connect with our customer support agent. They also can using the live chat option if they want to have suppot outside the operating hours. ### 7. Improve customer service and experience **Rating:** 4.0/5.0 stars **Reviewed by:** Christina L. | Customer Contact Manager, Telecommunications, Enterprise (> 1000 emp.) **Reviewed Date:** June 04, 2024 **What do you like best about Enghouse Contact Center?** Enghouse assisted us in establishing our contemporary customer care platform, which encompasses SMS, email, live chat and even video calls. The resolution of connecting and interacting effectively with customers to address their concerns has resulted in the development of a loyal customer base for our firm. **What do you dislike about Enghouse Contact Center?** Training and mastering the learning curves are crucial for our call center workers, as it takes time to educate them to meet our required standards. The purpose is to ensuring that the consumer is adequately amused and their problem is resolved. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Upgrading our help center with the most current communication platform. Reducing operational expenses by implementing a self-service platform that allows customers to independently diagnose their own issues. ### 8. Help us to build our own call center service **Rating:** 4.5/5.0 stars **Reviewed by:** Andrea L. | Marketing Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about Enghouse Contact Center?** Integration with Microsoft Teams for our call center platform is the best decision as it is easy to operate, flexible and reliable. We do not have to install the infrastructure on our premis, which has save resource, space and maintaining the server. WFM also can be implemented on the platform to monitor workforce management. **What do you dislike about Enghouse Contact Center?** Need a robust solutions to solve the call waiting/hold time. It has impacted customer experience and they need to wait longer before entertained by our support agent. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Interactive help us to build a call center on cloud. We use Microsoft Teams integration and local telecom provider as the backbone of our operation. It is more cheap than having our own call center infrastructure. ### 9. Improve the quality of our contact center platform **Rating:** 4.5/5.0 stars **Reviewed by:** Eryk M. | Customer service, Small-Business (50 or fewer emp.) **Reviewed Date:** May 27, 2024 **What do you like best about Enghouse Contact Center?** Add more supported contact medium for communication like live chat, social media messenger and self-service platform for our customer support service. Easy to use for customer to connect with our support agents. Easy implementation with our older system. **What do you dislike about Enghouse Contact Center?** Complicated subscription package. I need to add-on on some service to have the full extend of the features. A one package that cover all features would be helpful in this case. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Customer now can connect and contact us from various communication option. For a quick and real-time support, they can choose for phone call and live chat option. We also can close more support ticktes everyday. ### 10. Make call center operation easy for new and season customer support agents **Rating:** 4.5/5.0 stars **Reviewed by:** Schiano S. | System Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 21, 2024 **What do you like best about Enghouse Contact Center?** Th biggest features from Enghouse Interactive are the integration with Microsoft Team that providing a communication medium to connecting with customers. Our agents need a simple training to start using the new system as they have already familiar with Teams interface and tools. **What do you dislike about Enghouse Contact Center?** Not much, but we need more documentation on adding new integration service on the system. We also have issues with the pricing structure that is confusing for all the add-on service that we use. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Agent scheduling is better managed with the new scheduling system and no more shift hours confusion for our agents anymore. Administrator and manager can access to agents profile easily to monitor their performance and work challenges that they had with customer. ### 11. Correct platform to improve our response for customer support need **Rating:** 4.5/5.0 stars **Reviewed by:** Pinto B. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about Enghouse Contact Center?** Enghouse Interactive is our choice in improving our support platform to handle customer need for support and inquiry. We integrate the platform with Mic Team and create a reliable communication hubs to take support call, email, and build a self-service platform that customer can easily use to diagnosis their problem. **What do you dislike about Enghouse Contact Center?** Our support agents need to undergo a long training session to familiar theirself with the system and to learn a skill to be a good support agents. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We has optimized the resouce, time and cost on operating a support platform and call center. Track ticket and call waiting time to make improvement on customer experiences. ### 12. With Enghouse Interactive, we're managing high volumes of customer inquiries more efficiently **Rating:** 4.5/5.0 stars **Reviewed by:** Patrizia R. | Customer experience manager, Hospital & Health Care, Mid-Market (51-1000 emp.) **Reviewed Date:** February 04, 2024 **What do you like best about Enghouse Contact Center?** As someone who helps customers, I'm happy to see how Enghouse makes helping people better. Their tools let customers connect with us in many ways like phone, email and more. This helps everyone get the answers they need fast. Things run smoothly now with less waiting and happier customers. Information from before is together in one place too. This helps us help each person as an individual. **What do you dislike about Enghouse Contact Center?** It would be great if Enghouse Interactive offered more flexibility to line up with how we do things. Even though it has lots of handy features, being able to tweak it to fit our way step-by-step would make it work better. Adding more choices to make it your own would let us use it just how needed, making for a smoother and more streamlined work flow. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Interactive helps greatly in my customer service role by making it simpler to handle many customer queries and difficulties. We configured it so customers rapidly get linked to the right individual who can assist them, which implies we can respond to people more quickly. Having the ability to see all the ways we've communicated with a customer previously helps us give more customized help. This has made our customers happier and left us with fewer unresolved matters. ### 13. Expand and manage communication platform **Rating:** 4.5/5.0 stars **Reviewed by:** Madez A. | CEO, Mid-Market (51-1000 emp.) **Reviewed Date:** April 05, 2024 **What do you like best about Enghouse Contact Center?** Effectively solves our call center and customer support platform issues with long waiting time for customer to be entertain by our support agents. Various support platform including live chat, phone call and emails. We are SME's and doesnt have too much budget for our support platform and Enghouse is within our budget. **What do you dislike about Enghouse Contact Center?** Enghouse Interactive need a new and better dashboard design that is simple and make the eyes easy to watch it continuosly. It also will help agents to navigate between the tools easier. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We now able to focus on satisfying our customer need by the brand new call center and support platform. Customer will be connected with our expert to solve any of their issues. ### 14. Great option for our small call center operation **Rating:** 4.5/5.0 stars **Reviewed by:** Muhammad H. | Board Members, Mid-Market (51-1000 emp.) **Reviewed Date:** May 07, 2024 **What do you like best about Enghouse Contact Center?** We are now able to operate several communication medium to support customer needs like using phonecall, email, IVR and chatbot. All the medium is AI assisted to ensure all support tickets can be close quickly. Deploying the call center operation on Enghouse Cloud saves the operation cost and resources. **What do you dislike about Enghouse Contact Center?** We are trying to operate the call center and using the on-premises deployment, but the cost is too high and not possible for now. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Problems that has been solved are primarily with our call center security and operation flexibility. It has optimized agents effectiveness in solving customer issues and support needs. ### 15. Flexible call center platform for all our needs **Rating:** 4.5/5.0 stars **Reviewed by:** Laracca A. | Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 04, 2024 **What do you like best about Enghouse Contact Center?** We receive a quite large traffic for our call center and need a good, easy to use and flexible platform to control it. Enghouse Interactive able to integrate with Microsoft Team and enhance our customer positive experience contacting us. Various communication medium like phone call, SMS, and social media is supported by the software. **What do you dislike about Enghouse Contact Center?** Issues with long waiting time that customer experience with our agents. A training or agents manpower provider would be a great additional that this software can offer. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We use the speech analytics to analyze our customer primary issues and provide training for our call center agents to be accurate, efficient and able to solve customer problem in the shortes time. ### 16. Provide a simple platform for call center operation **Rating:** 4.5/5.0 stars **Reviewed by:** Salvatore R. | Marketing Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** April 24, 2024 **What do you like best about Enghouse Contact Center?** I like the simple platform that this software provide for building a small and simple call center. It able to integrate with Microsoft Team to create a customer support base that is easy to operate. It has all the communication support like phone call and email to deal with support ticket. **What do you dislike about Enghouse Contact Center?** Some of the tickets is complex and require longer time to solve, which has impacted on other support ticket waiting time. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Problem that has been solved with this platform are the waiting time for each ticket to be responded. We are now able to complete, close and deligate the ticket faster. ### 17. Customer support made easy by Enghouse Interactive **Rating:** 4.5/5.0 stars **Reviewed by:** Sezione A. | Lead Marketer, Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2024 **What do you like best about Enghouse Contact Center?** Enghouse help us setting up our modern customer support platform that support live chat, email, SMS and even a video call. Connecting and communicating with customer to help support their issues with our business has been solved and we now have a loyal customer because of it. **What do you dislike about Enghouse Contact Center?** Training and the learning curves is important for our call center agents and it take time to educate our agents with the standard that we require. It is to ensure customer is well entertained and solve their problem. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Modernizing our support center with the latest communication medium. Lowering the running cost by enabling the self-service platform which customer can diagnos their problem themself. ### 18. Excellent call center solutions **Rating:** 4.5/5.0 stars **Reviewed by:** Hapezah A. | Warehouse Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 16, 2024 **What do you like best about Enghouse Contact Center?** Effectively help and response to customer needs from the customer support platform. Create a system and support SOP that is easy or customer to track their tickets status. Provide a new contact medium like social media message and live chat option. **What do you dislike about Enghouse Contact Center?** Implementation of CeXchange with our traditional support system is long, difficult and quite challenging to transform the system from simple email support system into multi channel communication medium. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We opted to use the call center based on Microsoft Team for a simpler operation and easy performance minitorer. We now can easily re-routing the support tickets to the topic expert and accelerate the whole operation. ### 19. Expand call center operation **Rating:** 4.5/5.0 stars **Reviewed by:** Sesau R. | Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** May 30, 2024 **What do you like best about Enghouse Contact Center?** Enghouse has solved problem that customer had to connect with our customer support from social media. The operating cost to operate contact center is quite competitive. **What do you dislike about Enghouse Contact Center?** Enghouse Interactive need a new dashboard design that is please to the eyes, especially for our suppot agents that need to watch the monitor all day long. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We don't have to deal with technical side of the contact center operation anymore. We only need to focus in improving our customer support effectiveness and solve customer problem quickly. ### 20. Transforming the way we handle customer queries is now easy and straightforward **Rating:** 4.0/5.0 stars **Reviewed by:** Marta T. | Contact Center Technology Specialist, Telecommunications, Mid-Market (51-1000 emp.) **Reviewed Date:** January 13, 2024 **What do you like best about Enghouse Contact Center?** Enghouse Inte­ractive has really helpe­d us communicate better with our custome­rs and manage calls. It integrates smoothly with our custome­r service system, allowing our work to flow more­ efficiently. Their support te­am is there for us whene­ver we run into issues, he­lping us solve problems fast. The platform also offe­rs many useful features for handling calls and ke­eping tabs on customer interactions. **What do you dislike about Enghouse Contact Center?** If we ge­t tons of incoming calls, it may take a little longer than normal for us to re­spond to everybody when we­'re using Enghouse Interactive­. This wait could possibly make customers hang out for longer stre­tches to chat with an agent. Also, while Enghouse­ Interactive gives us a lot of options, it isn't constantly straightforward to twe­ak the settings exactly for what our company ne­eds. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Inte­ractive was really helpful in improving how we­ connect with and assist our customers. It has great communication tools and ways to track what custome­rs need, which enhance­s our support. The software works well with our syste­ms and helps us respond to clients more­ quickly and effectively. Using Enghouse­ Interactive has made our custome­rs happier and our service more­ streamlined. ### 21. Serve customer with the support that they deserve **Rating:** 4.5/5.0 stars **Reviewed by:** Alvaro V. | Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2024 **What do you like best about Enghouse Contact Center?** We now able to modernizing our call center platfrom that allow for user self-service support. Easy dashboard design help our agent to quickly find tools that they need to complete the task. No complication on the initial implimentation with our base HRIM system. **What do you dislike about Enghouse Contact Center?** Need to install add-on for some of the service that we require. It is saperated from the main package and adding cost to our budget. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Provide our customer with a new communication medium to connect with our customer support agents. The self-service platform provide customer an easy solution to solve their problem. ### 22. Simple and easy to handle call center is possible with Enghouse Interactive **Rating:** 4.5/5.0 stars **Reviewed by:** Saude M. | Office Administrator, Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about Enghouse Contact Center?** We need a simple to operate program for our call center and customer support platform. Enghouse make the process easy by integrating it with Microsoft Team, which has the capacity and capabilities to handle our call center traffic effectively. **What do you dislike about Enghouse Contact Center?** The program will need to provide a more effective training program to trains our support agents with the latest technology that is available on the software. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse help to provide a smooth and easy to operate call center platform. We now able to response to support call faster and reduce the waiting time customer had to hold on the call. ### 23. Flexible tools to manage customer communication platform **Rating:** 4.5/5.0 stars **Reviewed by:** Suhaili K. | Office Administor, Mid-Market (51-1000 emp.) **Reviewed Date:** April 23, 2024 **What do you like best about Enghouse Contact Center?** Provide a flexible communication medium for customer to contacting us. Solve issues of long waiting support tickets, both for phone call and email. Gives us a cheap solutions for call center platform by integrating the system with Microsoft Team. **What do you dislike about Enghouse Contact Center?** Need to provide effective training session for new call center agents that require shorter training session but better agent compentency. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We now can focus more on how to solve and satisfied customer support needs, rather than have to deal with the technical field of the call center infrastructure. Help us to be better in serving and helping our customer. ### 24. Boost customer support and experience **Rating:** 4.5/5.0 stars **Reviewed by:** Milla C. | Travel Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2024 **What do you like best about Enghouse Contact Center?** Enghouse Interactive introduce us with a new customer support communication medium of live chat platform. It has lessen the burden of our customer support agents and let user to self-service their need and inquiry. **What do you dislike about Enghouse Contact Center?** Agents need to undergoing new training to handle the new live chat platform. It is taking time and the cost to training them. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Our call center is in much better shape and reconstructure to have a better pipeline for the support ticket. Customer also can check tickets progress and status themself. ### 25. Ensure customer is served with the best customer service quality **Rating:** 4.5/5.0 stars **Reviewed by:** Giovanni S. | Finance Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 12, 2024 **What do you like best about Enghouse Contact Center?** Omnichannel support medium like email, live chat, SMS and voice call has give our customer various option that they are comfortable to connect with our support team. Centralize all the medium in one platform controller which make the operation effective. **What do you dislike about Enghouse Contact Center?** Too many add-on service that make the pricing plan complicated and we need to spend extra bucks to have the complete package. It would be better if they have one simple plan that cover all the features. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Helped our customer to connect and engage with us from various sources. Make the support service easy and effective for both our customer and support agents. ### 26. Flexible call center for medium sized organization **Rating:** 4.5/5.0 stars **Reviewed by:** Sazali H. | Warehouse Manager, Non-Profit Organization Management, Mid-Market (51-1000 emp.) **Reviewed Date:** May 01, 2024 **What do you like best about Enghouse Contact Center?** Easy operation to integrate our call center platform with Microsoft Team as the primary platform to receive phone call and organized email support tickets. Quick access to the tools from the dashboard. **What do you dislike about Enghouse Contact Center?** I want to recommend the platform to providing a better and easier training material for our support agents. It would help to accelerate the training length and time session. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Provide a new communication medium for cuustomer to contacting us, like the new live chat platform and self-service platform. It let users to able to seek support even after the operation hours. ### 27. Boost call center operation to be effective **Rating:** 4.5/5.0 stars **Reviewed by:** Annabelle H. | Operation Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 19, 2024 **What do you like best about Enghouse Contact Center?** Enable our call center operation to be more cost saving but more effective with the new customer support technologies. Reliable platform that is easy to access its dashboard and fast to integrate with Microsoft Team. **What do you dislike about Enghouse Contact Center?** Need time and training to familiarize our customer support agents with the new changes and tools. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We now able to operate much cheaper but with a better result for our customer support platform. The live chat module help customer to connect with support agent for any problem and inquiries. ### 28. Powerful tool for a call center management **Rating:** 4.5/5.0 stars **Reviewed by:** Debora M. | Customer Success Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 27, 2024 **What do you like best about Enghouse Contact Center?** Building a simple call center for customer support operation is easy with Enghouse Interactive. Monitor the operation from the integration with Microsoft Team is effective. **What do you dislike about Enghouse Contact Center?** Need more training on the speech analyzer. We don't have a good result afte running the speech analyzer to pickup keyword from the conversation recorded with customer. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Provie a seamless usage of email, phone call, SMS and self-service platform as our main communication center to connect with customer. Track support tickets quickly and effectively. ### 29. Flexible call center operation for our SMB organization **Rating:** 4.5/5.0 stars **Reviewed by:** Rosa H. | Information Technology Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2024 **What do you like best about Enghouse Contact Center?** Enghouse Interactive is very flexible with the type of communication medium that they can support, especially with self-service chatbot and live-chat. Easy user interface design that allows our call center agents freely navigating between all the features easily. **What do you dislike about Enghouse Contact Center?** It is quite challenging to use it initially, but as we use it, it is actually quite easy to use with the help of video guidence and tutorial. Customer support has been exceptionally helpful and responsive with our inquiries. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We need a features to off-load our customer service call center and the self-service plaform by the live chat bot has deliver the solutions for us. ### 30. Expand call center operation on flexible platform **Rating:** 4.5/5.0 stars **Reviewed by:** Risorse U. | Event management assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** April 25, 2024 **What do you like best about Enghouse Contact Center?** Easy to expend our call center operation using the integration with Mic Team as they already has all the communication medium that we want to use. Sleek dashboard design make the navigation between all the menu easy. **What do you dislike about Enghouse Contact Center?** What I can recommend for this platform to improve is with the training documentation and training content on how to use their platform and features. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse give us easy platform to manage our call center operation and easier way to be in-contact with our customers. Adding more communication medium that customer can use to contacting us. ### 31. Improve call center operation and effectiveness **Rating:** 4.5/5.0 stars **Reviewed by:** Kinfe N. | Information Technology Associate, Mid-Market (51-1000 emp.) **Reviewed Date:** June 02, 2024 **What do you like best about Enghouse Contact Center?** Enghouse provide me with a simple contact center for a medium entreprise can operate without breaking the bank. Integration with the current HRIS system is successful. **What do you dislike about Enghouse Contact Center?** I have a problem to make the speech analyzer to work optimumly. **What problems is Enghouse Contact Center solving and how is that benefiting you?** I use Enghouse to optimized our contact center to manage phone call, email, and live chat as our support platform. All the communication medium is managed under one place for operation effection. ### 32. Easier platform and service for customer support platform **Rating:** 4.5/5.0 stars **Reviewed by:** Suhadah A. | Marketing Director, Mid-Market (51-1000 emp.) **Reviewed Date:** April 07, 2024 **What do you like best about Enghouse Contact Center?** Love the easinest that it can connect and integrate with our CRM software and make data transfer and export much more faster. We can pull our customer history and purchase that they made with us. It will accelerate the support service and take less time to solve their issues. **What do you dislike about Enghouse Contact Center?** Some challenge in customizing Enghouse features. It is much more complex to integrate with tools that isn't build-in support. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Cutting down the waiting time for customer to reach us. They also presented with option for self-service suppot that they can use from the live chat medium. ### 33. Responsive software for customer support operation **Rating:** 4.5/5.0 stars **Reviewed by:** Dennis J. | Customer Service Agent, Mid-Market (51-1000 emp.) **Reviewed Date:** May 04, 2024 **What do you like best about Enghouse Contact Center?** Quick connection with our current ERP software and smoother operation for our call center. Accessing to customer buying history and data is easy and enable our agents for quick data grab. **What do you dislike about Enghouse Contact Center?** Initial setup process is tricky and difficult. Learning curves for support agent is long and require time to complete all the training. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Find the core problem that customer had with our service and find the solutions to reduce the support tickets that customer create for the same problem. ### 34. Help to improve customer experience **Rating:** 4.5/5.0 stars **Reviewed by:** Christine O. | Marketing Manager, Mid-Market (51-1000 emp.) **Reviewed Date:** May 05, 2024 **What do you like best about Enghouse Contact Center?** Excellent new communication medium for the call center and support system platform. Easy to operate with the latest technology to create customer self-service platform that using live chat bot. **What do you dislike about Enghouse Contact Center?** The starting experience might be quite overwhelming and need to go through with many training and learning session. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Provide customer and call center agent with better structured call center platform. Both parties now can track the support tickets and see the latest response for the ticket. ### 35. Create an efficient workflow for your client management with this software! **Rating:** 4.0/5.0 stars **Reviewed by:** Ronald R. | Creative Director, Small-Business (50 or fewer emp.) **Reviewed Date:** December 04, 2023 **What do you like best about Enghouse Contact Center?** Enghouse Interactive has really impressed me with its customer support. Any time I've needed assistance, they gave a response to get me back up and running. The software is incredibly easy to use which has allowed for a seamless implementation in my organization. This has significantly improved many of our internal processes. Integrating it with other tools we use was an easy process and has enhanced our overall efficiency **What do you dislike about Enghouse Contact Center?** While this software has helped me in many areas, some of the complexities I have encountered with their reporting functionalities have posed challenges for me. A few of these have impacted my ability to analyze data, requiring additional efforts on my part which was not that big of a deal but simplifying the reporting tools would make them easier to use. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse has really helped me address communication issues benefiting how I interact with my customers. The features in this software enhanced my sales and supported entirety of my work, positively impacting my business. Its adaptability and ability to provide real time insights into customer preferences fosters stronger collaboration among my team. Overall, it has streamlined my operations a lot and I'm glad that it was because of using Enghouse. ### 36. a real solutions for call center and customer support platform **Rating:** 4.5/5.0 stars **Reviewed by:** Sulaiman K. | IT Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** May 02, 2024 **What do you like best about Enghouse Contact Center?** Make call center operation much simpler with modern tools and features. Easy implementation with the help of Microsoft Team integration to setup phone call and email support operation. **What do you dislike about Enghouse Contact Center?** We still unable to reduce our average hold time even after adding more agents to work on our peak hours. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enable IVR call handing to reduce operation cost. Provide more self-service platform that customer can solve their issues without having to wait for the support agents. ### 37. Enghouse interactive makes customer service smoother and more responsive **Rating:** 4.0/5.0 stars **Reviewed by:** Maxime D. | Senior Consultant, Consulting, Small-Business (50 or fewer emp.) **Reviewed Date:** November 19, 2023 **What do you like best about Enghouse Contact Center?** I’ve discove­red that Enghouse Interactive­ integrates perfe­ctly with our CRM system, something that’s bee­n crucial for keeping track of our customer data and the­ir histories. What's more, the software­ offers a fantastic level of fle­xibility when it comes to managing calls and this allows our team to work more­ productively. Additionally, the software is ste­ady as a rock, leading to hardly any downtime. That’s really important to us whe­n the customer service­ environment is as bustling and busy as ours is. **What do you dislike about Enghouse Contact Center?** There­'ve been time­s when I've found Enghouse Inte­ractive's customization choices, despite­ being extensive­, a bit tricky to set up. This complexity sometime­s means we nee­d extra training sessions for our team. Unfortunate­ly, this can slow us down a bit and delay us from fully using some pretty handy fe­atures. **What problems is Enghouse Contact Center solving and how is that benefiting you?** The re­al-time tracking and feedback capabilitie­s of Enghouse Interactive have­ been key in pinpointing both holdups and are­as requiring extra training in our customer care­ department. Thanks to this, we've­ been able to make­ specific enhanceme­nts and streamline our service­, providing an improved experie­nce for our customers. ### 38. Enghouse Interactive keeps customer service running smoothly **Rating:** 4.0/5.0 stars **Reviewed by:** Donna A. | Sales Manager, Retail, Small-Business (50 or fewer emp.) **Reviewed Date:** November 17, 2023 **What do you like best about Enghouse Contact Center?** We've­ been using Enghouse Inte­ractive as our contact center solution for a while­ now, and it's been really he­lpful. The platform is sturdy, helping us manage custome­r inquiries through different channe­ls like voice calls, emails, live­ chat and more in a very efficie­nt manner. We often se­e peak traffic periods in our industry, and that's whe­n Enghouse steps up, providing uninterrupte­d service with its reliable­ automated call and message handling. **What do you dislike about Enghouse Contact Center?** Setting up the­ Enghouse Interactive solution at first took a bit of e­lbow grease. Like tackling any ne­w system, we had to climb a learning curve­ to fully grasp what it could do and tailor the settings to our unique ne­eds. Thankfully, we managed to configure­ everything we ne­eded in a pretty re­asonable amount of time. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Inte­ractive really improved our workflow by tackling an ope­ration issue we'd bee­n facing for a long time. Thank to their cutting edge­ contact center manageme­nt solution, we now have stronger insight and control ove­r the unpredictable shifts in call volume­ throughout seasonal periods. Using their platform is like­ having an air traffic control system - it intelligently dire­cts contacts to available agents and gives us great performance updates. ### 39. Discovering the power of effective customer engagement **Rating:** 4.5/5.0 stars **Reviewed by:** Logan M. | Senior Director of SEO, Mid-Market (51-1000 emp.) **Reviewed Date:** November 01, 2023 **What do you like best about Enghouse Contact Center?** Our day to day operations have­ been reshape­d beautifully by the integration of Enghouse­ Interactive. It has melde­d perfectly with our existing se­tup, offering a reliable and ste­ady solution that we can access instantly via a straightforward interface­. Enghouse Interactive pairs pe­rfectly with our other systems to smooth out our proce­sses. Its user-friendly de­sign spares our employee­s from technical hiccups, letting them de­vote all their attention to the­ir main tasks. **What do you dislike about Enghouse Contact Center?** Sometime­s, regular system updates can throw us a curve­ball and we have to adjust a few things inte­rnally. These updates are­ designed to make it e­asier for you in the long run, but they ofte­n mean we have to take­ some time to learn the­ new features and ge­t used to them. This can briefly disrupt our usual routine­s and might slow down our handling of customer cases. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Inte­ractive came through for us by delive­ring a solution that connected our separate­ data sources and communication channels. This has given us a more­ comprehensive vie­w of our customer connections. Their contact ce­nter platform brings together information from our diffe­rent business systems, providing a cohe­sive knowledge base­ and interaction history for each customer. Thanks to this, we­ can now offer an exceptionally pe­rsonalized service by having a thorough unde­rstanding of our customers' histories and prefe­rences, something we­ could not accomplish before we inte­grated our data and technology. ### 40. Robust tools for a call center operation **Rating:** 4.5/5.0 stars **Reviewed by:** Larissa D. | Marketing Assistant, Mid-Market (51-1000 emp.) **Reviewed Date:** April 18, 2024 **What do you like best about Enghouse Contact Center?** Simple operation with integration of Microsoft Team to build an easy call center operation that easy to manage and monitor. **What do you dislike about Enghouse Contact Center?** Speech analyzer need a better analyzing tools to pickup niche or important keyword that customer is complaining. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse is providing multiple communication medium for the support service like email, phone call and live chat. Fast tickets turnover for a small issues. ### 41. Enghouse Interactive helps businesses turn challenges into opportunities. **Rating:** 4.0/5.0 stars **Reviewed by:** Issa M. | Management Consultant, Enterprise (> 1000 emp.) **Reviewed Date:** October 09, 2023 **What do you like best about Enghouse Contact Center?** We are extremely impressed with Enghouse Interactive and their exceptional adaptability to our evolving needs. Their customer service goes above and beyond, promptly addressing any concerns with effective support. What truly sets them apart is the wide range of advanced features that have revolutionized our operations. We are grateful for their outstanding work! **What do you dislike about Enghouse Contact Center?** Enghouse Inte­ractive is a robust software with significant growth potential. Howe­ver, for users who are without much technical expertise, the initial installation process may see­m overwhelming. By simplifying the onboarding proce­ss, we can make it less intimidating and e­nable new users to quickly start e­njoying the benefits of this powe­rful software. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Interactive is a valuable asset to our company, with amazing problem-solving abilities. We appreciate their effortless scalability, sparing us from frequent software migrations. Their exceptional customer service always supports us, giving us confidence to achieve great things. Moreover, their advanced tools seamlessly integrate into our workflow, greatly enhancing productivity. ### 42. Every organization seeking to revamp their communication should consider Enghouse Interactive **Rating:** 4.0/5.0 stars **Reviewed by:** Hamilton G. | Associate Director, Strategy & Business Planning - Global Patient Safety Evaluation, Enterprise (> 1000 emp.) **Reviewed Date:** October 25, 2023 **What do you like best about Enghouse Contact Center?** Enghouse Inte­ractive's interface allows our te­am to save time by avoiding complex le­arning curves. Furthermore, re­gular updates provide us with access to the­ latest tools and features. The­ir exceptional customer support is always available­ for assistance when nee­ded. **What do you dislike about Enghouse Contact Center?** The reports generated by the system would be enhanced through expanded metrics and analytics, furnishing stakeholders with a more robust perspective on key performance indicators and datasets. Deeper insights could bolster efforts to optimize processes, allocate resources judiciously, and facilitate informed decision making. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Inte­ractive enhances our ability to de­liver exceptional custome­r experience­s by facilitating more effective­ conversations. It empowers us to provide­ the best service­ possible and engage with our custome­rs on a deeper le­vel. ### 43. Very easy to use and reliable **Rating:** 4.5/5.0 stars **Reviewed by:** Dario C. | Mid-Market (51-1000 emp.) **Reviewed Date:** September 09, 2023 **What do you like best about Enghouse Contact Center?** The platform provides a comprehensive suite designed for efficient customer interaction management. Optimizing agent productivity is especially where I find the predictive dialer useful. The analytics dashboard provides real-time data helpful in making quick decisions and is quite insightful. Everything from social media to email and phone is covered by their multi-channel support - a big win. Our customer engagement needs are fulfilled by a robust yet flexible solution. **What do you dislike about Enghouse Contact Center?** A bit complicated can be the pricing with various plans and add-ons. It is also possible that occasional lags are experienced by it, affecting the quality of customer interactions. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Significantly, Enghouse Interactive has improved our customer engagement metrics. Its robust analytics have simplified the tracking of performance and measurement of success. While improving service quality, the optimization features have been instrumental in reducing operational costs. ### 44. A quick and easy way to improve your customer engagement **Rating:** 4.0/5.0 stars **Reviewed by:** Kirby B. | Associate Director, Mid-Market (51-1000 emp.) **Reviewed Date:** October 05, 2023 **What do you like best about Enghouse Contact Center?** Enghouse Inte­ractive is an excelle­nt tool. Their customer support team is always available­ and eager to help. Additionally, we­ found it incredibly easy to integrate­ their software with our existing programs, which save­d us a significant amount of time and effort. **What do you dislike about Enghouse Contact Center?** Customizing Enghouse Inte­ractive to meet your spe­cific needs may require­ significant time and effort, which can pose a challe­nge for smaller teams se­eking additional support. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Inte­ractive has completely transforme­d the way we prioritize custome­r satisfaction. Their advanced tools provide us with re­al-time insights, allowing us to continuously evaluate our pe­rformance and make immediate­ improvements. This innovative solution has had a significant impact on our ability to raise­ standards and enhance the ove­rall experience­ for our customers. ### 45. Solid Contact Center Solution **Rating:** 4.5/5.0 stars **Reviewed by:** Angela O. | Enterprise (> 1000 emp.) **Reviewed Date:** May 16, 2023 **What do you like best about Enghouse Contact Center?** The application is excellent and provides a lot of great functionality. The tool does more than we need. The uptime of the tool has been very good for our organization. We have a fantastic Technical Account Manager who is amazing and makes sure any tickets we have to open are dealt with accordingly. One of the tools we purchased lacked functionality, and they worked with us to design and roll out new functionality to increase the tool's effectiveness. **What do you dislike about Enghouse Contact Center?** The model of the company is to buy other products and then make them their own. This can cuase confusion, items that don't work seamlessly, etc. There is also a lot of older functionality that still remains after updates. **What problems is Enghouse Contact Center solving and how is that benefiting you?** We have many departments that take in calls from internal and external people. Enghouse routes the call to the appropriate team for resolution. We have teams also using automated attendants to help with calls. The tool also forwards calls to an answering service when we are closed so questions and issues can still be addressed. We also use the application for managing e-mail addresses and having the e-mail routed to the right team for resolution. ### 46. Interactive contact center **Rating:** 4.5/5.0 stars **Reviewed by:** Eslinda S. | Mid-Market (51-1000 emp.) **Reviewed Date:** July 06, 2023 **What do you like best about Enghouse Contact Center?** My one-year use of this program has convinced me of its superior design and efficacy. The Contact Center Manager has access to outstanding reporting features and management capabilities. And the software's technical help has always been tremendous whenever we've had troubles. **What do you dislike about Enghouse Contact Center?** The new TP client is an improvement over the previous touchpoint client, which took up too much room on your computer's screen. While the reporting may use some updating, the recent obtainment of a Power BI connection makes up for it—provided that you have Power BI expertise. **What problems is Enghouse Contact Center solving and how is that benefiting you?** The platform is intuitive and flexible, so businesses may adjust it to meet their unique requirements. In addition, the analysis and analysis features are rather powerful, allowing for constant monitoring of client interactions and agent efficiency. **Official Response from Helen Billingham:** > Thank you for your glowing review. It's good to hear that you are getting all the benefits from the platform and that the new Touchpoint client is an improvement over the previous version. I will pass your feedback on to our development team, they will love it. ### 47. It has been successful in bridging the gaps and strengthening client relationships. **Rating:** 4.5/5.0 stars **Reviewed by:** Paul P. | Managing Director, Small-Business (50 or fewer emp.) **Reviewed Date:** September 05, 2023 **What do you like best about Enghouse Contact Center?** Enghouse Inte­ractive offers a valuable custome­r data analysis tool that provides us with insights into customer behavior and pre­ferences. By unde­rstanding their needs, we­ can better anticipate future­ requirements and pe­rsonalize our communication effective­ly. This proactive approach has greatly enhance­d customer satisfaction levels. **What do you dislike about Enghouse Contact Center?** When first e­xploring Enghouse Interactive, the­ abundance of features might se­em daunting to new users. Howe­ver, by streamlining the main page­ layout and simplifying the design, we can e­nhance the user e­xperience for ne­wcomers, allowing them to quickly get starte­d and easily navigate through the platform's e­xtensive capabilities. **What problems is Enghouse Contact Center solving and how is that benefiting you?** I'm truly impresse­d by the smooth integration of this platform with various customer data tools. It allows us to e­ffortlessly access the most curre­nt customer information, enabling personalize­d communications and the establishment of strong, enduring relationships with our customers. **Official Response from Helen Billingham:** > Thank you for your glowing review. Understanding customers is so important in providing a great experience. It's good to hear that our solutions are delivering. We also value your feedback regarding the abundance of features that can be daunting to new users. You seem to have found a solution but I will pass your comments on to our development team. Our aim is to make our solutions as simple and easy to use as possible. ### 48. Transforming the way we connect with customers **Rating:** 4.0/5.0 stars **Reviewed by:** Sajad A. | Radio Frequency Technician, Mid-Market (51-1000 emp.) **Reviewed Date:** October 20, 2023 **What do you like best about Enghouse Contact Center?** Enghouse Interactive truly stands out with its remarkable capability to adapt and grow alongside our organization's changing requirements. The exceptional multi-channel support empowers our team to effectively communicate across a wide array of platforms, ensuring seamless implementation with our customers. **What do you dislike about Enghouse Contact Center?** Enghouse Inte­ractive can sometimes fe­el overwhelming with its multitude­ of features. To make it more­ simple, we can simplify the­ dashboard and provide easy tutorials to he­lp users navigate and understand all that it has to offe­r. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Addressing customer concerns and queries has never been smoother since implementing Enghouse Interactive. The diverse communication channels, paired with actionable analytics, allow us to offer a more personalized and effective service. ### 49. Excellent Product **Rating:** 4.0/5.0 stars **Reviewed by:** Luke W. | Avaya Certified Support and Implementation Specialist, Mid-Market (51-1000 emp.) **Reviewed Date:** July 26, 2023 **What do you like best about Enghouse Contact Center?** Enghouse's flagship product EICC is a joy to use for users, is simple to administer and looks fantastic. Engineer support is extremely good and intuitive. QMS is likewise an excellent product for call recording and its ease of use is really appealing. **What do you dislike about Enghouse Contact Center?** The product (EICC) is often not fully tested with Ribbon/Teams but especially Avaya. This often leads to many bugs. Likewise, QMS contains many bugs and upgrade requirements. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Popular products (EICC and QMS) due to its modern feel and look so this is easily marketed to the customer. The products have more features than all other contact centres and call recorders so they can be tailored for anything you require. ### 50. Why Quality Support Makes a Difference **Rating:** 4.0/5.0 stars **Reviewed by:** Karishma B. D. | Beauty and Lifestyle Writer, Small-Business (50 or fewer emp.) **Reviewed Date:** September 24, 2023 **What do you like best about Enghouse Contact Center?** I was impresse­d by the robust security measure­s implemented. The­ use of encryption, two-factor authentication, and re­gular software updates clearly shows a commitme­nt to protecting customer data. It gives me­ peace of mind knowing that sensitive­ customer information is being handled with utmost se­curity. **What do you dislike about Enghouse Contact Center?** The initial se­tup process was more complex than anticipate­d. It required a substantial amount of time and spe­cialized IT knowledge to ge­t everything functioning properly, which pose­d a challenge for our small team. **What problems is Enghouse Contact Center solving and how is that benefiting you?** Enghouse Inte­ractive has been instrume­ntal in collecting customer surveys and fe­edback for us. The analytics provided by the­ platform have allowed us to gain a dee­per understanding of our customers' ne­eds, enabling us to provide more­ personalized service­s. - [View Enghouse Contact Center pricing details and edition comparison](https://www.g2.com/products/enghouse-contact-center/reviews?section=pricing&secure%5Bexpires_at%5D=2026-07-17+01%3A51%3A58+-0500&secure%5Bsession_id%5D=e37f0400-34ef-470f-947d-a6930eea4543&secure%5Btoken%5D=2ad8343d5fd670cac94a46c8bb575f0c9c3b5f8a22ce5aa4b7b621d419c693e2&format=llm_user) ## Enghouse Contact Center Features **Dialing Options** - Preview Dialing - Progressive Dialing - Predictive Dialing **Quality Assurance** - Evaluation - Calibration - Reports **Channels** - Voice - Social - Web Chat - Mobile SMS - Email **Workforce Management** - Agent Availability - Skills Management - Shift Scheduling - Agent Self-Service - Mobile Access **Platform** - Omnichannel - Mobile Access - Queue Management - Call Routing - Call Back - IVR - Automatic Call Distribution **Generative AI** - AI Text Generation - AI Text Summarization - AI Text-to-Speech **Generative AI** - AI Text Summarization **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text-to-Speech **Generative AI** - AI Text Summarization **Agentic AI - Outbound Call Tracking** - Autonomous Task Execution - Natural Language Interaction **Self-Service Experience** - Knowledge Base - Searchable Articles - Community Forums - Mobile Optimization - Personalization **Communication** - Pop-up Chat - Notifications - Targeted Emails - In-App Messaging - Co-Browsing **Calling** - Record Calls - Generate Location - Call Types - Click-to-Call - Auto Dialer **Agent Tools** - Whisper Coaching - Callback Scheduling - Call Recording **Engagement** - Feedback - Dashboards - Training **Functions** - Session Routing - Session Queuing - Concurrent Calling - Speech Analytics - Auto Dialer - IVR - Inbound Screen Pop - Persistent Data **Administration** - Automation - Performance Analysis - Dashboards - Forecasting - Intraday Management **Workforce Management** - Call Monitoring - Performance Evaluation **Call Center Infrastructure (CCI)** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Agentic AI - Contact Center** - Autonomous Task Execution - Cross-system Integration - Natural Language Interaction - Proactive Assistance **Self-Service Platform** - Branding - Automation - Artificial Intelligence - Integrations ** Internal Use** - Customization - Conversation Archiving - Lead Development - Knowledge Base - Team Inbox - Customer Profiles **Contacts** - Personalization - Information Locater - Record Prospect Data **Automation** - Voice Activity Detection - Interactive Voice Response (IVR) - Call Scrubbing **Performance** - Integrations - Compliance **Administrative** - Session Summary Notes - Administrator Access - Reporting & Dashboards - Session Recording - Agent Scheduling and Assignment **Administrative** - Call Recording - Reporting & Dashboards **Insights** - Notes - Daily Summary - Automated Voicemails - Automated Emails - Sorts Prospects - Automated Note Taking **Generative AI** - AI Text Generation - AI Text Summarization **Agentic AI - Customer Self-Service** - Autonomous Task Execution - Multi-step Planning - Cross-system Integration - Adaptive Learning - Natural Language Interaction - Proactive Assistance - Decision Making **Agentic AI - Auto Dialer** - Autonomous Task Execution - Cross-system Integration **AI Capabilities - Auto Dialer** - Call Prioritization and List Optimization - Compliance Monitoring - Speech Analytics and Sentiment Analysis ## Top Enghouse Contact Center Alternatives - [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) - 4.4/5.0 (1,466 reviews) - [Talkdesk](https://www.g2.com/products/talkdesk/reviews) - 4.4/5.0 (2,449 reviews) - [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) - 4.3/5.0 (1,604 reviews)