Enghouse Contact Center Reviews & Product Details

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

Enghouse Interactive is one of the most complete contact centers that has all the communication channels like phone call, email, SMS, and live chat. With different options available, customers can now easily connect with us without restriction. Review collected by and hosted on G2.com.

Expensive software if we want to use all the services that it provides. The setup process is long and requires technical knowledge to connect all the integrations. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

We need integration with Microsoft Excel but it isn't supported. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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 premises, which has saved resources, space, and maintaining the server. WFM also can be implemented on the platform to monitor workforce management. Review collected by and hosted on G2.com.

Need a robust solution to solve the call waiting/hold time. It has impacted customer experience and they need to wait longer before being entertained by our support agent. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The biggest features from Enghouse Interactive are the integration with Microsoft Teams that provides a communication medium to connect with customers. Our agents need simple training to start using the new system as they are already familiar with the Teams interface and tools. Review collected by and hosted on G2.com.

Not much, but we need more documentation on adding new integration services to the system. We also have issues with the pricing structure that is confusing for all the add-on services that we use. Review collected by and hosted on G2.com.