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Enghouse Interactive Contact Centers

Score6 out of 10

5 Reviews and Ratings

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What is Enghouse Interactive Contact Centers?

Enghouse Interactive headquartered in Phoenix, Arizona offers Contact Centers, call center software. Enghouse Interactive is a division of global, publicly traded company Enghouse Systems.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Enghouse Interactive Contact Centers has to offer, as determined by TrustRadius' reviewers.
Based on 5 ratings of Enghouse Interactive Contact Centers's features
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Top Performing Features

  • Call forwarding

    Forwarding of calls to the appropriate agents.

    Category average: 8.2

  • Interactive voice response

    Pre-recorded greeting and menu options a customer can select from a telephone keypad.

    Category average: 8.8

  • Call tracking

    Enables agents and managers to see the origin of the call.

    Category average: 8.7

Areas for Improvement

  • Call scripts

    Providing agents with a predefined conversation script.

    Category average: 8.2

  • Recording

    Record conversations to improve service quality by evaluating agent-customer interactions.

    Category average: 9

  • Customer surveys

    Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

    Category average: 8.1

Reviews

What users are saying about Enghouse Interactive Contact Centers.
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Powerhouse

Incentivized
Verified User
Engineer in Information Technology (5001-10,000 employees employees)

Use Cases and Deployment Scope

Using touchpoint.
Contact center.
Outbound call management

Pros

  • Flawless integration with existing PBX hardware.
  • Excellent support.
  • Support for Lync.

Cons

  • Improve chatbots functionality.
  • Remote working.
  • Modern looking interface.

Return on Investment

  • Remote working.
  • Expensive custom reporting.
  • Limited teams integration.

Other Software Used

Microsoft 365 (formerly Office 365), Amazon API Gateway, Amazon CloudWatch, Palo Alto Networks WildFire, Palo Alto Panorama, FortiAnalyzer, Fortinet FortiGate, Aruba ClearPass

Presence Great Omnichannel Option for Contact Centers

Incentivized
Axel Alejandro Alcocer MedellinView profile
Director de Operaciones at Callcom Contact Center (201-500 employees employees)

Use Cases and Deployment Scope

We are a BPO contact center and we use Presence as our omnichannel communications solution. We have inbound and outbound operations. We have email, chat, as well as voice interactions with our client's end user consumers. We have sales, collections and customer service campaigns operating with great results and Presence's stability has been great for our productivity.

Pros

  • Real time reporting
  • Historical Reports
  • Supervisor interface

Cons

  • Sound Alerts
  • Detail of who hangs up the call
  • Less expensive support

Return on Investment

  • Very well, we have gone from having 15 workstations to having 350 in 1 year so far.
  • In our sales presentations, Presence is one of our major strengths.

Other Software Used

Interactive Intelligence CaaS, Presence Inbound

Relatively efficient and insightful. Server reliance and failover remain a difficulty

Incentivized
Verified User
Manager in Customer Service (5001-10,000 employees employees)

Pros

  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics

Cons

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user

Return on Investment

  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.

Other Software Used

KANA Express, Google Hangouts, Webex Meetings