[ Enghous... Reviews ](https://www.g2.com/products/enghouse-contact-center/reviews) [ Enghous... Reviews ](https://www.g2.com/products/enghouse-contact-center/reviews) # Enghouse Contact Center Features ##### ## Self-Service Experience (5) Knowledge Base Provides a repository of information that can be used by those seeking support. Searchable Articles Makes articles in the knowledge base searchable on the web. Community Forums Enables users to engage with other users to solve common issues. Mobile Optimization Optimizes the customer self-service experience on mobile devices Personalization Gives the user targeted, personalized results based on their activity or preferences Show More ##### ## Self-Service Platform (4) Branding Allows users to add custom branding (logos, brand colors, etc.) to self-service portals, chatbots, etc. Automation Automates some or all operation related tasks Artificial Intelligence Utilizes artificial intelligence to improve workflows or customer experiences Integrations Allows easy integrations with applications, such as messenger applications, APIs, and customer support tools Show More ##### ## Communication (5) Pop-up Chat Enables a popup chat window on company websites to encourage interaction between website visitors and designated company representatives. Notifications Delivers notifications to both sides of the conversation. Targeted Emails Sends automated emails to further engage clients and potential clients. In-App Messaging Allows for live chat to be enabled within the app for customer help. Co-Browsing Allows agents to join a customer's browser session and navigate through the website with them. Show More ##### ## Internal Use (6) Customization Allows users to customize chat colors, text, logos, and branding. Conversation Archiving Archives conversations in a separate location for later reference. Lead Development Enables employees to denote potential customers. Knowledge Base Establishes a knowledge base for employee reference during conversations. Team Inbox Provides a central location for help requests, helping employees respond sooner. Customer Profiles Allows for the creation of profiles for contacts and customers. Show More ##### ## Calling (5) Record Calls Records calls for future reference. Generate Location Generates an area code local to where the user is calling to increase likelihood of pick-up. Call Types Allows users to perform calls from their preferred device, whether laptop, desktop, mobile or otherwise. Click-to-Call Gathers contacts from integrated tools, allowing users to call with one click. Auto Dialer Has auto-dialing or predictive dialing functionality. Show More ##### ## Contacts (3) Personalization Retains a log of extraneous contact information such as timezone and contact engagement. Information Locater Finds and opens saved contact information for reference at the time of a new call. Record Prospect Data Allows users to denote which contacts they believe are prospective customers. Show More ##### ## Insights (6) Notes Allows users to take notes during or after the call for future reference. Daily Summary Delivers users a daily summary of activity. Automated Voicemails Sends automated voicemails to prospective clients who fail to answer. Automated Emails Sends automated emails to increase engagement with prospective clients. Sorts Prospects Organizes contacts based on probability of success. Automated Note Taking Automatically transcribes and summarizes meeting discussions. Show More ##### ## Dialing Options (3) Preview Dialing Presents information about the individual being called before the call begins. Progressive Dialing Gives agents a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. Predictive Dialing Uses machine learning to determine the best times to call and adjust dialing speed to connect agents with leads efficiently. Show More ##### ## Agent Tools (3) Whisper Coaching Allows a supervisor to listen to a call and train in real time. Callback Scheduling Reschedules calls within the software itself, either through a prompt or by the agent themselves. Call Recording Records calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. Show More ##### ## Automation (3) Voice Activity Detection Decides response type by determining if voice is a human response or an answering machine. Interactive Voice Response (IVR) Uses touch-tone or voice input to interact with callers, gather information, and route them to the appropriate agent or department. Call Scrubbing Removes phone numbers from an uploaded list that appear on the National Do Not Call Registry. Show More ##### ## Quality Assurance (3) Evaluation Provides tools for evaluating customer interactions Calibration Offers features for maintaining fair and consistent scoring Reports Generates quality and performance reports Show More ##### ## Engagement (3) Feedback Tools for providing personalized feedback and coaching sessions Dashboards Provides a centralized dashboard for agents to view their scores and feedback Training Tools for educating and training agents Show More ##### ## Performance (2) Integrations Integrates with other customer service or CRM software Compliance Helps ensure customer privacy and data protection Show More ##### ## Channels (5) Voice Provides voice call functionality. Social Provides an interface for one or more social media channels. Web Chat Includes or integrates with live chat initiaited from the company's web site. Mobile SMS Accepts contacts initiated through SMS or other mobile text functions. Email Allows CSRs to receive and answer customer emails. Show More ##### ## Functions (8) Session Routing 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. Session Queuing Callers can be routed to a queue or placed on hold until an agent becomes available. Concurrent Calling Place a large or unlimited volume of calls simultaneously without diminishing the call quality. Speech Analytics Provides some level of analytics based on keywords and vocal tones. Auto Dialer Has auto dialing or predictive dialing functions for outbound use. IVR Includes an interactive phone menu. Inbound Screen Pop Populates CSR's screen with available customer data. Persistent Data Maintains and shares information across channels and agents as the case progresses. Show More ##### ## Administrative (7) 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. 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. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Session Recording Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. Agent Scheduling and Assignment Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. Call Recording Allows supervisors/managers to record and review telephone conversations of agents. Reporting & Dashboards Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. Show More ##### ## Workforce Management (7) Agent Availability Offers complete visibility into agent availability to efficiently create and manage schedules. Skills Management Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. Shift Scheduling Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. Agent Self-Service Allows agents to set their own preferences, request time off, and trade shifts. Mobile Access Allows users to access the software using mobile devices. Call Monitoring Allow managers/supervisors to monitor calls for quality assurance purposes. Performance Evaluation Allows managers/supervisors to evaluate the performance of agents. Show More ##### ## Administration (5) Automation Automates some or all operation related tasks Performance Analysis Monitors call volume and quality to evaluate agent performance. Dashboards Has a centralized dashboard for users to interact with. Forecasting Forecasts scheduling needs based on historical data. Intraday Management Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. Show More ##### ## Platform (7) Omnichannel Allows inflow of requests through various digital channels such as email, social media, etc. Mobile Access Allows users to access the software using mobile devices. Queue Management Provides queue management in case of increase in case/call inflow. Call Routing Allows distribution of incoming calls to agents. Call Back Allows users to request a call back. IVR Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. Automatic Call Distribution Allows automatic distribution of incoming calls to the agents. Show More ##### ## Generative AI (9) AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Summarization Condenses long documents or text into a brief summary. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text-to-Speech Simulates human-like speech from text inputs. AI Text Generation Allows users to generate text based on a text prompt. AI Text Summarization Condenses long documents or text into a brief summary. AI Text Summarization Condenses long documents or text into a brief summary. Show More ##### ## Agentic AI - Customer Self-Service (7) Autonomous Task Execution Capability to perform complex tasks without constant human input Multi-step Planning Ability to break down and plan multi-step processes Cross-system Integration Works across multiple software systems or databases Adaptive Learning Improves performance based on feedback and experience Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Decision Making Makes informed choices based on available data and objectives Show More ##### ## Call Center Infrastructure (CCI) (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Contact Center (4) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Natural Language Interaction Engages in human-like conversation for task delegation Proactive Assistance Anticipates needs and offers suggestions without prompting Show More ##### ## Agentic AI - Outbound Call Tracking (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Natural Language Interaction Engages in human-like conversation for task delegation Show More ##### ## Agentic AI - Auto Dialer (2) Autonomous Task Execution Capability to perform complex tasks without constant human input Cross-system Integration Works across multiple software systems or databases Show More ##### ## AI Capabilities - Auto Dialer (3) Call Prioritization and List Optimization Uses AI to prioritize and reorder call lists based on lead quality, past interactions and optimal call times. Compliance Monitoring Uses AI to ensure call compliance with regulations like TCPA or GDPR by detecting violations and triggering alerts or restrictions. Speech Analytics and Sentiment Analysis Uses AI to analyze call recordings for sentiment, tone and language to assess interaction quality and flag calls needing follow up or review. Show More ## Top-Rated Alternatives [ ![Genesys Cloud CX](https://images.g2crowd.com/uploads/product/hd_favicon/cca7778a7f52f5a71782576104666b99/genesys-cloud-cx.svg "Genesys Cloud CX") Genesys Cloud CX 4.4/5 (1,460) ](https://www.g2.com/products/genesys-cloud-cx/reviews) [ ![Talkdesk](https://images.g2crowd.com/uploads/product/hd_favicon/e5d8a3a3c9ff90541ffb5e4cf13b063f/talkdesk.svg "Talkdesk") Talkdesk 4.4/5 (2,424) ](https://www.g2.com/products/talkdesk/reviews) [ ![NiCE CXone](https://images.g2crowd.com/uploads/product/hd_favicon/7bd619f3d579628eacc5bbf828c6f8f3/nice-cxone.svg "NiCE CXone") NiCE CXone 4.3/5 (1,605) ](https://www.g2.com/products/nice-cxone/reviews) [ View All Alternatives ](https://www.g2.com/products/enghouse-contact-center/competitors/alternatives) Enghouse Contact Center Comparisons ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_e3a8d60332cca437222ea3ba4d00292c/genesys-cloud-cx.png "Product Avatar Image") Genesys Cloud CX 4.4/5 (1,551) [ Compare Now ](https://www.g2.com/compare/enghouse-contact-center-vs-genesys-cloud-cx) ![Product Avatar Image](https://images.g2crowd.com/uploads/product/image/small_square/small_square_0faf911e236db1931dc1cca4e4fb3f96/talkdesk.png "Product Avatar Image") Talkdesk 4.4/5 (2,505) [ Compare Now ](https://www.g2.com/compare/enghouse-contact-center-vs-talkdesk) ##### Categories on G2 [ Outbound Call Tracking ](https://www.g2.com/categories/outbound-call-tracking)[ Live Chat ](https://www.g2.com/categories/live-chat)[ Customer Self-Service ](https://www.g2.com/categories/customer-self-service) [ Auto Dialer ](https://www.g2.com/categories/auto-dialer)[ Contact Center ](https://www.g2.com/categories/contact-center)[ Call Center Infrastructure (CCI) ](https://www.g2.com/categories/call-center-infrastructure-cci)[ Contact Center Quality Assurance ](https://www.g2.com/categories/contact-center-quality-assurance)[ Contact Center Workforce ](https://www.g2.com/categories/contact-center-workforce)[ Speech Analytics ](https://www.g2.com/categories/speech-analytics) Show More ##### Explore More [ What are the highest-rated financial audit solutions for audit teams completing comprehensive testing within compressed timelines? ](https://www.g2.com/discussions/what-are-the-highest-rated-financial-audit-solutions-for-audit-teams-completing-comprehensive-testing-within-compressed-timelines%20)[ Best job search sites you've actually used ](https://www.g2.com/discussions/what-are-the-best-job-search-sites-you-ve-actually-had-success-with)[ What is the highest-rated feature management software for product teams running controlled rollouts and beta tests? ](https://www.g2.com/discussions/what-is-the-highest-rated-feature-management-software-for-product-teams-running-controlled-rollouts-and-beta-tests) [ Best cloud-based CRM for service industry ](https://www.g2.com/discussions/best-cloud-based-crm-for-service-industry)[ Are there APIs or webhooks available for integrating SaaS management data with other IT systems (e.g., SIEM, ITSM, HRIS)? ](https://www.g2.com/discussions/are-there-apis-or-webhooks-available-for-integrating-saas-management-data-with-other-it-systems-e-g-siem-itsm-hris)[ Pros and Cons Details ](https://www.g2.com/products/enghouse-contact-center/reviews?qs=pros-and-cons) Show More [ What are the highest-rated financial audit solutions for audit teams completing comprehensive testing within compressed timelines? ](https://www.g2.com/discussions/what-are-the-highest-rated-financial-audit-solutions-for-audit-teams-completing-comprehensive-testing-within-compressed-timelines%20)[ Best job search sites you've actually used ](https://www.g2.com/discussions/what-are-the-best-job-search-sites-you-ve-actually-had-success-with)[ What is the highest-rated feature management software for product teams running controlled rollouts and beta tests? ](https://www.g2.com/discussions/what-is-the-highest-rated-feature-management-software-for-product-teams-running-controlled-rollouts-and-beta-tests) [ Best cloud-based CRM for service industry ](https://www.g2.com/discussions/best-cloud-based-crm-for-service-industry)[ Are there APIs or webhooks available for integrating SaaS management data with other IT systems (e.g., SIEM, ITSM, HRIS)? ](https://www.g2.com/discussions/are-there-apis-or-webhooks-available-for-integrating-saas-management-data-with-other-it-systems-e-g-siem-itsm-hris)[ Pros and Cons Details ](https://www.g2.com/products/enghouse-contact-center/reviews?qs=pros-and-cons)