# Agentforce Service (formerly Salesforce Service Cloud) vs Enghouse Contact Center Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Enghouse Contact Center excels in providing a comprehensive and intuitive interface for agents, making it easy to manage customer interactions across multiple channels like SMS, email, and social media. Users appreciate the platform's ability to enhance customer experience while boosting agent productivity.
- **Users say** that Agentforce Service (formerly Salesforce Service Cloud) stands out for its seamless integration of AI capabilities, allowing for a transition from static bots to autonomous agents. This feature significantly improves the contextuality of customer interactions, making it easier for teams to handle various customer tickets and live chats efficiently.
- **Reviewers mention** that while Enghouse Contact Center is robust in features, it has fewer recent reviews compared to Agentforce Service, which may indicate a more established user base and ongoing support for the latter. This could be a crucial factor for businesses looking for a well-supported solution.
- **According to verified reviews** , Agentforce Service is praised for its quick implementation and ease of use, with teams mastering the platform in just days. This rapid onboarding process is a significant advantage for organizations needing to get up and running quickly.
- **Users highlight** that Enghouse Contact Center offers strong performance analysis and reporting features, which are beneficial for monitoring agent availability and productivity. This focus on analytics helps organizations optimize their contact center operations effectively.
- **G2 reviewers note** that while both platforms have similar ease of setup scores, Enghouse Contact Center's user-friendly design and intuitive features may provide a slight edge for teams that prioritize a straightforward user experience in their day-to-day operations.



| | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 7,357 | 99 | 
| **Largest Market Segment** | Mid-Market (42.8% of reviews) | Mid-Market (61.2% of reviews) | 
| **Entry Level Price** | Starting at $25.00 1 User Per Month | No pricing available | 

---
## Top Pros & Cons

### Agentforce Service (formerly Salesforce Service Cloud)

Pros:
- Ease of Use (1259 reviews)
- Features (1102 reviews)

Cons:
- Complexity (697 reviews)
- Learning Curve (583 reviews)

### Enghouse Contact Center

Pros:
- Accuracy (1 reviews)
- Accuracy of Information (1 reviews)

Cons:
- Complex Customization (1 reviews)
- Complex Implementation (1 reviews)

---
## Ratings Comparison
| Rating | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
  | **Meets Requirements** | 8.6 (2858 reviews) | 8.8 (67 reviews) | 
  | **Ease of Use** | 8.4 (5483 reviews) | 8.6 (97 reviews) | 
  | **Ease of Setup** | 7.9 (4236 reviews) | 7.9 (59 reviews) | 
  | **Ease of Admin** | 8.2 (1562 reviews) | 7.8 (33 reviews) | 
  | **Quality of Support** | 8.3 (2633 reviews) | 8.7 (67 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.7 (1543 reviews) | 8.3 (33 reviews) | 
  | **Product Direction (% positive)** | 8.3 (2802 reviews) | 8.6 (66 reviews) | 

---
## Pricing

### Agentforce Service (formerly Salesforce Service Cloud)

#### Entry-Level Pricing

Plan: Starter Suite

Price: Starting at $25.00 1 User Per Month

Description: The simple CRM suite for marketing, sales, service, and commerce.

Key Features:
- Case Management
- Knowledge Management
- Salesforce Mobile App

[Browse all 5 editions](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/pricing)

#### Free Trial

Yes

### Enghouse Contact Center

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1735 |
| **Enghouse Contact Center** | N/A | N/A |

#### Ticket and Case Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Ticket creation user experience** | 8.5 (1217 reviews) ✓ Verified | Not enough data | 
| **Ticket response user experience** | 8.4 (1229 reviews) ✓ Verified | Not enough data | 
| **Workflow** | 8.4 (1281 reviews) ✓ Verified | Not enough data | 
| **Response Automation** | 8.3 (1188 reviews) ✓ Verified | Not enough data | 
| **SLA Management** | 8.1 (986 reviews) | Not enough data | 
| **Attachments/Screencasts** | 7.9 (1170 reviews) ✓ Verified | Not enough data | 
| **Ticket Collaboration** | 8.3 (1158 reviews) ✓ Verified | Not enough data | 
| **Customer and Contacts Database** | 8.6 (1076 reviews) ✓ Verified | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.7 (182 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (181 reviews) | Not enough data | 

#### Agentic AI - Help Desk

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 8.7 (81 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.5 (68 reviews) | Not enough data | 
| **Proactive Assistance** | 8.5 (72 reviews) | Not enough data | 

#### Communication Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Customer Portal** | 8.4 (1028 reviews) ✓ Verified | Not enough data | 
| **Email to Case** | 8.6 (1217 reviews) ✓ Verified | Not enough data | 
| **Chat/Live Support** | 8.2 (865 reviews) | Not enough data | 
| **Social Integration** | 8.0 (811 reviews) ✓ Verified | Not enough data | 
| **Voice** | 8.1 (771 reviews) | Not enough data | 

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Mobile User Support** | 7.8 (560 reviews) ✓ Verified | Not enough data | 
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 8.5 (10 reviews) | 
| **User, Role, and Access Management** | 8.6 (706 reviews) ✓ Verified | Not enough data | 
| **Integration** | 8.3 (651 reviews) ✓ Verified | Not enough data | 
| **Reporting** | 8.2 (1167 reviews) ✓ Verified | Not enough data | 
| **Dashboards** | 8.3 (1185 reviews) ✓ Verified | Not enough data | 

### Auto Dialer

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Enghouse Contact Center** | N/A | N/A |

#### Dialing Options

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Preview Dialing** | Not enough data | Not enough data | 
| **Progressive Dialing** | Not enough data | Not enough data | 
| **Predictive Dialing** | Not enough data | Not enough data | 

#### Agent Tools

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Whisper Coaching ** | Not enough data | Not enough data | 
| **Callback Scheduling ** | Not enough data | Not enough data | 
| **Call Recording ** | Not enough data | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Voice Activity Detection** | Not enough data | Not enough data | 
| **Interactive Voice Response (IVR)** | Not enough data | Not enough data | 
| **Call Scrubbing** | Not enough data | Not enough data | 

#### Agentic AI - Auto Dialer

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 

#### AI Capabilities - Auto Dialer

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Call Prioritization and List Optimization** | Not enough data | Not enough data | 
| **Compliance Monitoring** | Not enough data | Not enough data | 
| **Speech Analytics and Sentiment Analysis** | Not enough data | Not enough data | 

### Contact Center Knowledge Base

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 262 |
| **Enghouse Contact Center** | N/A | N/A |

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Database Management ** | 8.8 (232 reviews) | Not enough data | 
| **Data Workflows** | 8.8 (231 reviews) | Not enough data | 
| **Issue Management** | 8.7 (229 reviews) | Not enough data | 

#### Knowledge Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Knowledge Base** | 8.8 (226 reviews) | Not enough data | 
| **Publishing Workflows** | 8.6 (215 reviews) | Not enough data | 
| **Analytics** | 8.5 (214 reviews) | Not enough data | 

#### Compliance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Policies and Controls** | 8.7 (231 reviews) | Not enough data | 
| **Data Governance** | 8.7 (229 reviews) | Not enough data | 
| **Compliance** | 8.6 (229 reviews) | Not enough data | 
| **Auditing** | 8.6 (226 reviews) | Not enough data | 

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Intelligent Search** | 8.2 (214 reviews) | Not enough data | 
| **Suggestions** | 8.2 (208 reviews) | Not enough data | 
| **Decision Trees** | 8.0 (197 reviews) | Not enough data | 

#### Data Security

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Risk Data Attributes** | 8.6 (220 reviews) | Not enough data | 
| **Data Transport** | 8.7 (222 reviews) | Not enough data | 
| **Access Management** | 9.0 (222 reviews) | Not enough data | 
| **Multi-Factor Authentication** | 9.1 (223 reviews) | Not enough data | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Integrations** | 8.6 (215 reviews) | Not enough data | 
| **User, Role, and Access Management** | 8.9 (216 reviews) | Not enough data | 
| **Performance and Reliability** | 8.9 (221 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Summarization** | 7.6 (152 reviews) | Not enough data | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 136 |
| **Enghouse Contact Center** | N/A | N/A |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Multi-Channel Coverage** | 8.6 (128 reviews) | Not enough data | 
| **Open Listening** | 8.4 (120 reviews) | Not enough data | 
| **Physical Media** | 7.6 (119 reviews) | Not enough data | 

#### Design

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Communications Strategy Development** | 8.4 (119 reviews) | Not enough data | 
| **Create Content** | 8.0 (119 reviews) | Not enough data | 
| **Personalization** | 8.3 (122 reviews) | Not enough data | 
| **Inbound Identification** | 8.4 (121 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.5 (116 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.5 (113 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (112 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 218 |
| **Enghouse Contact Center** | N/A | N/A |

#### Usability

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **All-Employee Access** | 8.6 (205 reviews) | Not enough data | 
| **Supporting Documents** | 8.6 (208 reviews) | Not enough data | 
| **Two-Way Communication** | 8.7 (206 reviews) | Not enough data | 

#### Reporting

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Priority Case Alerts** | 8.7 (206 reviews) | Not enough data | 
| **Trend Analysis** | 8.3 (199 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (204 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.6 (180 reviews) | Not enough data | 
| **AI Text Summarization** | 7.6 (181 reviews) | Not enough data | 

### Contact Center Quality Assurance

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 81 |
| **Enghouse Contact Center** | N/A | N/A |

#### Quality Assurance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Evaluation** | 8.8 (72 reviews) | Not enough data | 
| **Calibration** | 8.7 (69 reviews) | Not enough data | 
| **Reports** | 8.7 (72 reviews) | Not enough data | 

#### Engagement

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Feedback** | 8.8 (70 reviews) | Not enough data | 
| **Dashboards** | 8.9 (70 reviews) | Not enough data | 
| **Training** | 8.7 (70 reviews) | Not enough data | 

#### Performance

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Integrations** | 8.7 (71 reviews) | Not enough data | 
| **Compliance** | 8.8 (71 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.8 (61 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (62 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 314 |
| **Enghouse Contact Center** | 8.3/10 | 55 |

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Voice** | 7.5 (277 reviews) | 8.5 (28 reviews) | 
| **Social** | 7.4 (270 reviews) | 7.9 (16 reviews) | 
| **Web Chat** | 7.9 (276 reviews) | 7.7 (16 reviews) | 
| **Mobile SMS** | 7.4 (267 reviews) | 6.8 (15 reviews) | 
| **Email** | 8.8 (283 reviews) | 7.6 (21 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | 7.0 (218 reviews) | 8.0 (5 reviews) | 

#### Functions

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Session Routing** | 7.9 (271 reviews) | 8.9 (29 reviews) | 
| **Session Queuing** | 8.0 (269 reviews) | 8.6 (33 reviews) | 
| **Concurrent Calling** | 7.6 (259 reviews) | 8.7 (34 reviews) | 
| **Speech Analytics** | 7.2 (256 reviews) | 8.2 (21 reviews) | 
| **Auto Dialer** | 7.2 (257 reviews) | 8.8 (26 reviews) | 
| **IVR** | 7.2 (261 reviews) | 8.7 (29 reviews) | 
| **Inbound Screen Pop** | 7.7 (260 reviews) | 8.4 (23 reviews) | 
| **Persistent Data** | 8.1 (263 reviews) | 8.9 (21 reviews) | 

#### Agentic AI - Contact Center

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 9.3 (7 reviews) | Not enough data | 
| **Cross-system Integration** | 9.6 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.6 (7 reviews) | Not enough data | 
| **Proactive Assistance** | 9.0 (7 reviews) | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Session Summary Notes** | 7.9 (258 reviews) | 7.9 (24 reviews) | 
| **Administrator Access** | 8.5 (261 reviews) | 8.7 (37 reviews) | 
| **Reporting & Dashboards** | 8.6 (261 reviews) | 8.1 (40 reviews) | 
| **Session Recording** | 7.7 (250 reviews) | 7.8 (20 reviews) | 
| **Agent Scheduling and Assignment** | 7.7 (255 reviews) | 8.9 (20 reviews) | 

### Contact Center Workforce

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 7.9/10 | 65 |
| **Enghouse Contact Center** | 8.5/10 | 24 |

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Agent Availability** | 7.9 (59 reviews) | 9.3 (9 reviews) | 
| **Skills Management** | 7.9 (58 reviews) | 8.3 (7 reviews) | 
| **Shift Scheduling** | 7.5 (58 reviews) | 8.8 (8 reviews) | 
| **Agent Self-Service** | 7.8 (57 reviews) | 8.1 (7 reviews) | 
| **Mobile Access** | 7.6 (57 reviews) | 7.9 (7 reviews) | 

#### Administration

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Automation** | 8.3 (60 reviews) | 8.2 (17 reviews) | 
| **Performance Analysis** | 8.3 (58 reviews) | 8.7 (18 reviews) | 
| **Dashboards** | 8.4 (58 reviews) | 9.0 (18 reviews) | 
| **Forecasting** | 7.7 (56 reviews) | 8.0 (16 reviews) | 
| **Intraday Management** | 7.7 (56 reviews) | 8.9 (15 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 121 |
| **Enghouse Contact Center** | N/A | N/A |

#### Conversational Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Personalization** | 8.6 (105 reviews) | Not enough data | 
| **Omnichannel** | 8.7 (104 reviews) | Not enough data | 
| **Contextual Engagement** | 8.1 (101 reviews) | Not enough data | 
| **Proactive Engagement** | 8.3 (107 reviews) | Not enough data | 

#### Support Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Intelligent Routing** | 8.2 (103 reviews) | Not enough data | 
| **Seamless Escalation** | 8.2 (101 reviews) | Not enough data | 
| **Transcripts** | 8.1 (103 reviews) | Not enough data | 
| **Self-Serve Support** | 8.0 (101 reviews) | Not enough data | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.4 (97 reviews) | Not enough data | 
| **AI Text Summarization** | 7.4 (96 reviews) | Not enough data | 

### Call Center Infrastructure (CCI)

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Enghouse Contact Center** | 8.6/10 | 23 |

#### Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Omnichannel** | Not enough data | 8.3 (14 reviews) | 
| **Mobile Access** | Not enough data | 8.5 (10 reviews) | 
| **Queue Management** | Not enough data | 8.6 (16 reviews) | 
| **Call Routing** | Not enough data | 8.9 (19 reviews) | 
| **Call Back** | Not enough data | 8.8 (16 reviews) | 
| **IVR** | Not enough data | 8.7 (17 reviews) | 
| **Automatic Call Distribution** | Not enough data | 9.2 (17 reviews) | 

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | Not enough data | 

#### Workforce Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Call Monitoring** | Not enough data | 8.6 (19 reviews) | 
| **Performance Evaluation** | Not enough data | 8.3 (15 reviews) | 

#### Call Center Infrastructure (CCI)

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 

#### Administrative

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Call Recording** | Not enough data | 8.5 (16 reviews) | 
| **Reporting & Dashboards** | Not enough data | 8.0 (19 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.0/10 | 183 |
| **Enghouse Contact Center** | N/A | N/A |

#### Customer Support

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Text** | 8.4 (148 reviews) | Not enough data | 
| **Speech** | 8.0 (144 reviews) | Not enough data | 
| **Knowledge Base** | 8.2 (146 reviews) | Not enough data | 

#### Automation

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Ticket Resolution** | 8.3 (156 reviews) | Not enough data | 
| **Customization** | 8.2 (149 reviews) | Not enough data | 
| **Intelligent Routing** | 8.2 (152 reviews) | Not enough data | 

#### Artificial Intelligence

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Learning** | 7.6 (143 reviews) | Not enough data | 
| **Language** | 7.7 (140 reviews) | Not enough data | 
| **Conversational AI** | 7.5 (140 reviews) | Not enough data | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.3/10 | 1015 |
| **Enghouse Contact Center** | 9.1/10 | 19 |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.8 (110 reviews) | Not enough data | 
| **AI Text Summarization** | 7.8 (111 reviews) | Not enough data | 
| **AI Text-to-Speech** | 7.8 (110 reviews) | Not enough data | 

#### Communication

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Pop-up Chat** | 8.5 (313 reviews) ✓ Verified | 8.7 (15 reviews) | 
| **Notifications** | 8.6 (332 reviews) ✓ Verified | 9.8 (14 reviews) | 
| **Targeted Emails** | 8.4 (279 reviews) ✓ Verified | 9.5 (14 reviews) | 
| **In-App Messaging** | 8.5 (281 reviews) ✓ Verified | 9.0 (10 reviews) | 
| **Co-Browsing** | 7.8 (162 reviews) | 8.9 (9 reviews) | 

####  Internal Use

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Customization ** | 8.3 (826 reviews) ✓ Verified | 8.5 (10 reviews) | 
| **Conversation Archiving** | 8.3 (298 reviews) ✓ Verified | 9.3 (10 reviews) | 
| **Lead Development** | 8.5 (290 reviews) ✓ Verified | 8.9 (6 reviews) | 
| **Knowledge Base** | 8.4 (322 reviews) ✓ Verified | 9.0 (7 reviews) | 
| **Team Inbox ** | 8.5 (293 reviews) ✓ Verified | 9.4 (8 reviews) | 
| **Customer Profiles** | 8.7 (326 reviews) ✓ Verified | 9.4 (6 reviews) | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.4/10 | 737 |
| **Enghouse Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Summarization** | 7.3 (128 reviews) | Not enough data | 

#### Self-Service Experience

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Knowledge Base** | 8.6 (597 reviews) | Not enough data | 
| **Searchable Articles** | 8.3 (580 reviews) | Not enough data | 
| **Community Forums** | 8.3 (529 reviews) | Not enough data | 
| **Mobile Optimization** | 8.0 (216 reviews) | Not enough data | 
| **Personalization** | 8.4 (227 reviews) | Not enough data | 

#### Self-Service Platform

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Branding** | 8.4 (226 reviews) | Not enough data | 
| **Automation** | 8.6 (234 reviews) | Not enough data | 
| **Artificial Intelligence** | 7.7 (204 reviews) | Not enough data | 
| **Integrations** | 8.5 (217 reviews) | Not enough data | 

#### Agentic AI - Customer Self-Service

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (8 reviews) | Not enough data | 
| **Multi-step Planning** | 8.5 (8 reviews) | Not enough data | 
| **Cross-system Integration** | 8.9 (9 reviews) | Not enough data | 
| **Adaptive Learning** | 8.8 (8 reviews) | Not enough data | 
| **Natural Language Interaction** | 8.8 (8 reviews) | Not enough data | 
| **Proactive Assistance** | 8.8 (8 reviews) | Not enough data | 
| **Decision Making** | 8.8 (8 reviews) | Not enough data | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.5/10 | 341 |
| **Enghouse Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | 7.9 (56 reviews) | Not enough data | 
| **AI Text Summarization** | 8.1 (56 reviews) | Not enough data | 

#### Process

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Mentions** | 8.6 (246 reviews) | Not enough data | 
| **Tickets** | 8.6 (266 reviews) | Not enough data | 
| **Macros** | 8.3 (227 reviews) | Not enough data | 

#### Channels

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Email** | 8.8 (275 reviews) | Not enough data | 
| **Social** | 8.4 (250 reviews) | Not enough data | 
| **Live Chat** | 8.5 (233 reviews) | Not enough data | 
| **Phone** | 8.6 (234 reviews) | Not enough data | 
| **Text** | 8.6 (216 reviews) | Not enough data | 

#### Insight

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Surveys** | 8.6 (232 reviews) | Not enough data | 
| **Reporting** | 8.8 (267 reviews) | Not enough data | 
| **Visitor Activity** | 8.5 (206 reviews) | Not enough data | 
| **Help Desk** | 8.7 (254 reviews) | Not enough data | 

### Speech Analytics

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Enghouse Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Summarization** | Not enough data | Not enough data | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.1/10 | 89 |
| **Enghouse Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | 8.0 (81 reviews) | Not enough data | 
| **AI Text Summarization** | 8.0 (82 reviews) | Not enough data | 

### Enterprise Feedback Management

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | 8.6/10 | 34 |
| **Enghouse Contact Center** | N/A | N/A |

#### Generative AI

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **AI Text Generation** | Feature Not Available | Not enough data | 
| **AI Text Summarization** | Feature Not Available | Not enough data | 

#### Survey Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Brand Design Consistency** | 8.7 (31 reviews) | Not enough data | 
| **Survey Deployment** | 8.3 (31 reviews) | Not enough data | 
| **Feedback Collection** | 8.6 (31 reviews) | Not enough data | 
| **Device Responsiveness** | 8.7 (31 reviews) | Not enough data | 

#### Process Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Feedback Aggregation** | 8.3 (31 reviews) | Not enough data | 
| **Trigger Alerts** | 8.4 (30 reviews) | Not enough data | 
| **Real-Time Analysis** | 8.7 (31 reviews) | Not enough data | 
| **Real-Time Action** | 8.6 (30 reviews) | Not enough data | 

#### System Management

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Security** | 9.0 (31 reviews) | Not enough data | 
| **System Monitoring** | 8.7 (30 reviews) | Not enough data | 

### Outbound Call Tracking

| Product | Score | Reviews |
|---|---|---|
| **Agentforce Service (formerly Salesforce Service Cloud)** | N/A | N/A |
| **Enghouse Contact Center** | N/A | N/A |

#### Agentic AI - Outbound Call Tracking

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 

#### Calling

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Record Calls** | Not enough data | Not enough data | 
| **Generate Location** | Not enough data | Not enough data | 
| **Call Types** | Not enough data | Not enough data | 
| **Click-to-Call** | Not enough data | Not enough data | 
| **Auto Dialer** | Not enough data | Not enough data | 

#### Contacts

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Personalization** | Not enough data | Not enough data | 
| **Information Locater** | Not enough data | Not enough data | 
| **Record Prospect Data** | Not enough data | Not enough data | 

#### Insights

| Feature | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Notes** | Not enough data | Not enough data | 
| **Daily Summary** | Not enough data | Not enough data | 
| **Automated Voicemails** | Not enough data | Not enough data | 
| **Automated Emails** | Not enough data | Not enough data | 
| **Sorts Prospects** | Not enough data | Not enough data | 
| **Automated Note Taking** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (5):** [Live Chat Software](https://www.g2.com/categories/live-chat), [Contact Center Quality Assurance Software](https://www.g2.com/categories/contact-center-quality-assurance), [Contact Center Workforce Software](https://www.g2.com/categories/contact-center-workforce), [Contact Center Software](https://www.g2.com/categories/contact-center), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Agentforce Service (formerly Salesforce Service Cloud) (9):** [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management), [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Contact Center Knowledge Base Software](https://www.g2.com/categories/contact-center-knowledge-base), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Help Desk Software](https://www.g2.com/categories/help-desk), [Enterprise Feedback Management Software](https://www.g2.com/categories/enterprise-feedback-management)

**Unique to Enghouse Contact Center (4):** [Call Center Infrastructure (CCI) Software](https://www.g2.com/categories/call-center-infrastructure-cci), [Auto Dialer Software](https://www.g2.com/categories/auto-dialer), [Outbound Call Tracking Software](https://www.g2.com/categories/outbound-call-tracking), [Speech Analytics Software](https://www.g2.com/categories/speech-analytics)


---
## Reviewer Demographics

### By Company Size

| Segment | Agentforce Service (formerly Salesforce Service Cloud) | Enghouse Contact Center | 
|---|---|---|
| **Small-Business** | 18.7% | 16.3% | 
| **Mid-Market** | 42.8% | 61.2% | 
| **Enterprise** | 38.5% | 22.4% | 

### By Industry

#### Agentforce Service (formerly Salesforce Service Cloud)

- **Information Technology and Services:** 11.5%
- **Computer Software:** 9.3%
- **Financial Services:** 7.6%
- **Manufacturing:** 4.3%
- **Non-Profit Organization Management:** 3.8%
- **Hospital & Health Care:** 3.6%
- **Consulting:** 3.2%
- **Retail:** 2.9%
- **Insurance:** 2.6%
- **Telecommunications:** 2.4%
- **Other:** 48.9%

#### Enghouse Contact Center

- **Information Technology and Services:** 10.2%
- **Telecommunications:** 8.2%
- **Financial Services:** 7.1%
- **Government Administration:** 4.1%
- **Electrical/Electronic Manufacturing:** 4.1%
- **Consumer Services:** 4.1%
- **Automotive:** 3.1%
- **Leisure, Travel & Tourism:** 3.1%
- **Professional Training & Coaching:** 3.1%
- **Marketing and Advertising:** 3.1%
- **Other:** 50.0%

---
## Alternatives

### Alternatives to Agentforce Service (formerly Salesforce Service Cloud)

- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (478 reviews)
- [Sprinklr Service](https://www.g2.com/products/sprinklr-service/reviews) — 4.3/5 stars (749 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7781 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6998 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3888 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3752 reviews)
- [Gladly](https://www.g2.com/products/gladly/reviews) — 4.7/5 stars (1113 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2917 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 reviews)

### Alternatives to Enghouse Contact Center

- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1556 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2536 reviews)
- [NICE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1730 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (625 reviews)
- [ServiceNow Customer Service Management](https://www.g2.com/products/servicenow-customer-service-management/reviews) — 4.4/5 stars (478 reviews)
- [Aircall](https://www.g2.com/products/aircall/reviews) — 4.4/5 stars (1625 reviews)
- [3CX](https://www.g2.com/products/3cx/reviews) — 4.4/5 stars (547 reviews)
- [CloudTalk](https://www.g2.com/products/cloudtalk/reviews) — 4.4/5 stars (1848 reviews)
- [Ozonetel](https://www.g2.com/products/ozonetel/reviews) — 4.6/5 stars (625 reviews)
- [UJET](https://www.g2.com/products/ujet/reviews) — 4.7/5 stars (1130 reviews)

---
## Top Discussions

### Agentforce Service (formerly Salesforce Service Cloud)

- Title: [How is Salesforce Service Cloud being used to enhance operational efficiency and user experience in its specific field?](https://www.g2.com/discussions/how-is-salesforce-service-cloud-being-used-to-enhance-operational-efficiency-and-user-experience-in-its-specific-field) — 4 comments
  > **Top comment:** "Salesforce Service Cloud's robust case management system allows your team to track and manage customer cases. This helps ensure that no customer issue falls..."
- Title: [How does Salesforce Service Cloud contribute to creating a more responsive and efficient customer service experience?](https://www.g2.com/discussions/how-does-salesforce-service-cloud-contribute-to-creating-a-more-responsive-and-efficient-customer-service-experience) — 3 comments, 1 upvote
  > **Top comment:** "Customer 360 and being able to hand off cases effectively"
- Title: [Does salesforce have a customer portal?](https://www.g2.com/discussions/does-salesforce-have-a-customer-portal) — 3 comments
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- Title: [What is Salesforce customer community?](https://www.g2.com/discussions/what-is-salesforce-customer-community) — 2 comments
  > **Top comment:** "Salesforce customer community is a platform that allows businesses to connect with their customers and provide them with personalized and self-service..."
- Title: [Can salesforce have a lightweight application typically for startups](https://www.g2.com/discussions/can-salesforce-have-a-lightweight-application-typically-for-startups) — 2 comments, 1 upvote
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### Enghouse Contact Center

No discussions available for this product.

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/agentforce-service-formerly-salesforce-service-cloud-vs-enghouse-contact-center)