Enghouse Contact Center Features
What are the features of Enghouse Contact Center?
Channels
- Voice
Functions
- Session Routing
- Session Queuing
- Concurrent Calling
- Speech Analytics
- Auto Dialer
- IVR
- Inbound Screen Pop
- Persistent Data
Administrative
- Session Summary Notes
- Administrator Access
- Reporting & Dashboards
- Session Recording
- Agent Scheduling and Assignment
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Enghouse Contact Center Categories on G2
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Self-Service Experience
Knowledge Base | Provides a repository of information that can be used by those seeking support. | Not enough data | |
Searchable Articles | Makes articles in the knowledge base searchable on the web. | Not enough data | |
Community Forums | Enables users to engage with other users to solve common issues. | Not enough data | |
Mobile Optimization | Optimizes the customer self-service experience on mobile devices | Not enough data | |
Personalization | Gives the user targeted, personalized results based on their activity or preferences | Not enough data |
Self-Service Platform
Branding | Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. | Not enough data | |
Automation | Automates some or all operation related tasks | Not enough data | |
Artificial Intelligence | Utilizes artificial intelligence to improve workflows or customer experiences | Not enough data | |
Integrations | Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools | Not enough data |
Communication
Pop-up Chat | Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. 16 reviewers of Enghouse Contact Center have provided feedback on this feature. | 85% (Based on 16 reviews) | |
Notifications | Based on 15 Enghouse Contact Center reviews. Delivers notifications to both sides of the conversation. | 97% (Based on 15 reviews) | |
Targeted Emails | Sends automated emails to further engage clients and potential clients. 15 reviewers of Enghouse Contact Center have provided feedback on this feature. | 96% (Based on 15 reviews) | |
In-App Messaging | Allows for live chat to be enabled within the app for customer help. This feature was mentioned in 11 Enghouse Contact Center reviews. | 91% (Based on 11 reviews) | |
Co-Browsing | As reported in 10 Enghouse Contact Center reviews. Allows agents to join a customer's browser session and navigate through the website with them. | 90% (Based on 10 reviews) |
Internal Use
Customization | Allows users to customize chat colors, text, logos, and branding. This feature was mentioned in 10 Enghouse Contact Center reviews. | 85% (Based on 10 reviews) | |
Conversation Archiving | As reported in 10 Enghouse Contact Center reviews. Archives conversations in a separate location for later reference. | 93% (Based on 10 reviews) | |
Lead Development | Enables employees to denote potential customers. | Not enough data | |
Knowledge Base | Establishes a knowledge base for employee reference during conversations. | Not enough data | |
Team Inbox | Provides a central location for help requests, helping employees respond sooner. | Not enough data | |
Customer Profiles | Allows for the creation of profiles for contacts and customers. | Not enough data |
Calling
Record Calls | Records calls for future reference. | Not enough data | |
Generate Location | Generates an area code local to where the user is calling to increase likelihood of pick-up. | Not enough data | |
Call Types | Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. | Not enough data | |
Click-to-Call | Gathers contacts from integrated tools, allowing users to call with one click. | Not enough data |
Contacts
Personalization | Retains a log of extraneous contact information such as timezone and contact engagement. | Not enough data | |
Information Locater | Finds and opens saved contact information for reference at the time of a new call. | Not enough data | |
Record Prospect Data | Allows users to denote which contacts they believe are prospective customers. | Not enough data |
Insights
Notes | Allows users to take notes during or after the call for future reference. | Not enough data | |
Daily Summary | Delivers users a daily summary of activity. | Not enough data | |
Automated Voicemails | Sends automated voicemails to prospective clients who fail to answer. | Not enough data | |
Automated Emails | Sends automated emails to increase engagement with prospective clients. | Not enough data | |
Sorts Prospects | Organizes contacts based on probability of success. | Not enough data |
Dialing Options
Preview Dialing | Presents information about the individual being called before the call begins. | Not enough data | |
Progressive Dialing | Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. | Not enough data | |
Predictive Dialer | Uses an algorithim to predictive when an operator will be available to handle their next call. | Not enough data |
Agent Tools
Omnichannel | Ensures that the caller experience is seamless across their entire call. | Not enough data | |
Whisper Coaching | Allows a supervisor to listen to a call and train in real time. | Not enough data | |
Callback Scheduling | Reschedules calls within the software itself, either through a prompt or by the agent themselves. | Not enough data | |
Call Recording | Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | Not enough data |
Automation
Voice Activity Detection | Decides response type by determining if voice is a human response or an answering machine. | Not enough data | |
Voice Broadcast | Presents a prerecorded audio message when the call is answered. | Not enough data | |
Interactive Voice Response (IVR) | Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | Not enough data | |
Call Scrubbing | Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | Not enough data | |
API / Integrations | Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | Not enough data |
Quality Assurance
Evaluation | Provides tools for evaluating customer interactions | Not enough data | |
Calibration | Offers features for maintaining fair and consistent scoring | Not enough data | |
Reports | Generates quality and performance reports | Not enough data |
Engagement
Feedback | Tools for providing personalized feedback and coaching sessions | Not enough data | |
Dashboards | Provides a centralized dashboard for agents to view their scores and feedback | Not enough data | |
Training | Tools for educating and training agents | Not enough data |
Performance
Integrations | Integrates with other customer service or CRM software | Not enough data | |
Compliance | Helps ensure customer privacy and data protection | Not enough data |
Channels
Voice | Provides voice call functionality. This feature was mentioned in 29 Enghouse Contact Center reviews. | 84% (Based on 29 reviews) | |
Social | Based on 17 Enghouse Contact Center reviews. Provides an interface for one or more social media channels. | 80% (Based on 17 reviews) | |
Web Chat | Based on 17 Enghouse Contact Center reviews. Includes or integrates with live chat initiaited from the company's web site. | 78% (Based on 17 reviews) | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. This feature was mentioned in 16 Enghouse Contact Center reviews. | 69% (Based on 16 reviews) | |
Based on 22 Enghouse Contact Center reviews. Allows CSRs to receive and answer customer emails. | 77% (Based on 22 reviews) |
Functions
Session Routing | Based on 34 Enghouse Contact Center reviews. Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. | 90% (Based on 34 reviews) | |
Session Queuing | As reported in 38 Enghouse Contact Center reviews. Callers can be routed to a queue or placed on hold until an agent becomes available. | 87% (Based on 38 reviews) | |
Concurrent Calling | Place a large or unlimited volume of calls simultaneously without diminishing the call quality. 39 reviewers of Enghouse Contact Center have provided feedback on this feature. | 88% (Based on 39 reviews) | |
Speech Analytics | Provides some level of analytics based on keywords and vocal tones. This feature was mentioned in 26 Enghouse Contact Center reviews. | 83% (Based on 26 reviews) | |
Auto Dialer | As reported in 30 Enghouse Contact Center reviews. Has auto dialing or predictive dialing functions for outbound use. | 88% (Based on 30 reviews) | |
IVR | Based on 32 Enghouse Contact Center reviews. Includes an interactive phone menu. | 88% (Based on 32 reviews) | |
Inbound Screen Pop | As reported in 24 Enghouse Contact Center reviews. Populates CSR's screen with available customer data. | 85% (Based on 24 reviews) | |
Persistent Data | Maintains and shares information across channels and agents as the case progresses. This feature was mentioned in 22 Enghouse Contact Center reviews. | 89% (Based on 22 reviews) |
Administrative
Session Summary Notes | Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. 27 reviewers of Enghouse Contact Center have provided feedback on this feature. | 80% (Based on 27 reviews) | |
Administrator Access | Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. 40 reviewers of Enghouse Contact Center have provided feedback on this feature. | 88% (Based on 40 reviews) | |
Reporting & Dashboards | Based on 43 Enghouse Contact Center reviews. Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | 83% (Based on 43 reviews) | |
Session Recording | Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. 23 reviewers of Enghouse Contact Center have provided feedback on this feature. | 80% (Based on 23 reviews) | |
Agent Scheduling and Assignment | Based on 23 Enghouse Contact Center reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | 89% (Based on 23 reviews) | |
Call Recording | As reported in 16 Enghouse Contact Center reviews. Allows supervisors/managers to record and review telephone conversations of agents. | 85% (Based on 16 reviews) | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. This feature was mentioned in 19 Enghouse Contact Center reviews. | 80% (Based on 19 reviews) |
Workforce Management
Agent Availability | Offers complete visibility into agent availability to efficiently create and manage schedules. This feature was mentioned in 10 Enghouse Contact Center reviews. | 93% (Based on 10 reviews) | |
Skills Management | Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | Not enough data | |
Shift Scheduling | Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | Not enough data | |
Agent Self-Service | Allows agents to set their own preferences, request time off, and trade shifts. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Call Monitoring | Allow managers/supervisors to monitor calls for quality assurance purposes. This feature was mentioned in 19 Enghouse Contact Center reviews. | 86% (Based on 19 reviews) | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. 15 reviewers of Enghouse Contact Center have provided feedback on this feature. | 83% (Based on 15 reviews) |
Administration
Automation | As reported in 20 Enghouse Contact Center reviews. Automates some or all operation related tasks | 83% (Based on 20 reviews) | |
Performance Analysis | Monitors call volume and quality to evaluate agent performance. This feature was mentioned in 21 Enghouse Contact Center reviews. | 87% (Based on 21 reviews) | |
Dashboards | Has a centralized dashboard for users to interact with. This feature was mentioned in 21 Enghouse Contact Center reviews. | 91% (Based on 21 reviews) | |
Forecasting | As reported in 19 Enghouse Contact Center reviews. Forecasts scheduling needs based on historical data. | 83% (Based on 19 reviews) | |
Intraday Management | As reported in 18 Enghouse Contact Center reviews. Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | 89% (Based on 18 reviews) |
Platform
Omnichannel | Allows inflow of requests through various digital channels such as email, social media, etc. This feature was mentioned in 14 Enghouse Contact Center reviews. | 83% (Based on 14 reviews) | |
Mobile Access | Allows users to access the software using mobile devices. This feature was mentioned in 10 Enghouse Contact Center reviews. | 85% (Based on 10 reviews) | |
Queue Management | As reported in 16 Enghouse Contact Center reviews. Provides queue management in case of increase in case/call inflow. | 86% (Based on 16 reviews) | |
Call Routing | As reported in 19 Enghouse Contact Center reviews. Allows distribution of incoming calls to agents. | 89% (Based on 19 reviews) | |
Call Back | Allows users to request a call back. This feature was mentioned in 16 Enghouse Contact Center reviews. | 88% (Based on 16 reviews) | |
IVR | Based on 17 Enghouse Contact Center reviews. Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. | 87% (Based on 17 reviews) | |
Automatic Call Distribution | As reported in 17 Enghouse Contact Center reviews. Allows automatic distribution of incoming calls to the agents. | 92% (Based on 17 reviews) |
Generative AI
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text Generation | Allows users to generate text based on a text prompt. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data | |
AI Text Summarization | Condenses long documents or text into a brief summary. | Not enough data |
