Enghouse Contact Center Reviews & Product Details

Enghouse Interactive is a global provider of contact center software and services, trusted by organizations worldwide to deliver reliable, scalable customer engagement solutions. Backed by decades of experience and a broad customer experience (CX) portfolio, Enghouse supports businesses of all sizes as their engagement needs evolve. The Enghouse Contact Center solution—available in the cloud or on-premises—offers comprehensive omnichannel capabilities, including voice, video, digital channels, and outbound communications. The platform features AI-powered self-service, agent assistance, and quality management, along with built-in workforce management and robust third-party integrations.

Seller

Enghouse Systems

Discussions

Enghouse Contact Center Community

Languages Supported

German, English, French, Italian, Japanese, Dutch, Portuguese, Russian, Spanish, Chinese (Simplified)

Solution Type

All-in-One

Overview by

Camilo Parra

Used by Northrop Grumman and 2 others

Beta

Value at a Glance

Averages based on real user reviews.

Time to Implement

5 months

View More Pricing Information

Enghouse Contact Center Reviews FAQs

Generated using AI

Last updated: Nov 04, 2026

What is Enghouse Contact Center, and what problem is it built to solve?

Enghouse Contact Center is used to bring customer-service interactions together in a shared contact-center operation. Users describe using it to manage conversations across channels, route them to the right agents, and monitor service activity.

What languages does Enghouse Contact Center support?

Enghouse Contact Center supports 10 languages, including English, French, German, Spanish, Italian, and others.

What company sizes and industries is Enghouse Contact Center the best fit for?

Positive experiences are most concentrated among mid-market teams, with small businesses and enterprise organizations also represented. The industries with the clearest representation include:

Telecommunications and information technology
Financial services and banking
Government administration
Education and higher education
Consumer services

How long does it take to implement Enghouse Contact Center across a team?

Implementation timelines vary, but 3–6 months is the most commonly reported range. Other reported timelines include:

Time to go live	Relative frequency
3–6 months	Most common
Under 1 month, including under 1 day	Also reported
1–3 months	Also reported
6–12 months or more than 12 months	Less common

What customer support options does Enghouse Contact Center provide, and how do users find the overall support experience?

Support is available through email/help desk, phone, and chat, including 24/7 live-rep support. Users describe both responsive, knowledgeable help and slower responses or delays resolving issues, so the experience can vary.

What is the experience like for teams switching to Enghouse Contact Center from another tool?

Teams have moved to Enghouse Contact Center from other contact-center platforms and older systems, including Genesys, Avaya, Five9, Talkdesk, and OmniTouch. Switches were driven by the need for broader channel support, more flexible or detailed management tools, and alternatives to costly or dated systems; the transition has ranged from straightforward to demanding, with setup and staff training sometimes requiring extra effort.

What features or capabilities could make Enghouse Contact Center even more useful?

Users would find the product more useful with a clearer, easier-to-navigate interface and more flexibility to tailor workflows and settings. Recurring improvement requests include:

Simplify dashboards, menus, and configuration screens to make everyday navigation easier.
Offer more options for customizing workflows and adapting the system to different team needs.
Expand practical training materials and documentation to help agents and administrators get up to speed.
Make reporting easier to navigate and provide clearer, more detailed analytics.

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SK

Scott K.

Manager Call Center Technology

Enterprise (> 1000 emp.)

5/10/2022

"Enghouse Feedback"

1.5/5

What do you like best about Enghouse Contact Center?

Avaya base platform. Enghouse itself was cumbersome for just an application. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Growth was not easy. Support was lacking. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for taking the time to review our solutions. We do appreciate your feedback.

I am sorry to hear that the platform didn't meet your expectations. Our solutions are designed to be straightforward to use, making your life easier. We offer a range of platform-agnostic contact solutions, including cloud, which might be better suited to your business needs.

It would be good to learn more about your specific issues. If you email me directly at helen.billingham@enghouse.com I can put you in touch with your account manager who can discuss the options available.

RR

Randy R.

Technical Specialist

Photography

Mid-Market (51-1000 emp.)

12/4/2018

"Very Pleased with the Enghouse product and service"

5/5

What do you like best about Enghouse Contact Center?

This is a very easy to learn Contact Center software solution and we were amazed with how quickly our veteran agents became comfortable with the TouchPoint app, new agents seem to take to it right away as the app is very fluent Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

I really have no complaints, the transition was painless and subsequent support has been superb. I maybe didn't adopt using their support ticket system quickly enough but once I did I was amazed at how quickly they answered all of my questions. Review collected by and hosted on G2.com.

Recommendations to others considering Enghouse Contact Center:

Have an Enghouse representative on-site for deployment, we had zero issues but the peace of mind was priceless. USE the support ticket system for questions and troubleshooting, they are fantastic Review collected by and hosted on G2.com.

What problems is Enghouse Contact Center solving and how is that benefiting you?

As a manager I appreciate the real time call center data and how easy it is to configure our various queues and call/agent delivery preferences, a lot better than our previous software. Also, the Reports software has detailed information concerning all aspects of our call volume and agent interactions. Review collected by and hosted on G2.com.

MW

Monserrat W.

Customer Service Manager

Consumer Services

Mid-Market (51-1000 emp.)

1/18/2019

"Great Service and Support for Call Center Operations"

5/5

What do you like best about Enghouse Contact Center?

This software has proven to be very reliable and has provided an easy to use method for us to both utilize in tracking our call intake numbers and our representatives's KPIs. Their reporting took has been a great way for us to see first hand how our call center is operating based on goals we are able to set. The training was incredibly detailed and informative with a great instructor (Dane Smith). When needed, the support we have received has been very responsive and it helps that they will cater to your individual needs and questions which is rare in this industry. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The reporting tool is excellent but I would have liked a more narrowed down version of it. Several reports seem a bit repetitive so it can get confusing at first. Thankfully, as I mentioned before, their support staff is readily available to answer your questions. If the reporting was condensed a bit more it would be an amazing time saver for us (managers and supervisors) when navigating them. TouchPoint was not my favorite at first because it does seem complicated at first. Once you learn it, you see how useful it is. If I had a choice, I would have modeled it more after the previous software which I liked. Review collected by and hosted on G2.com.

Recommendations to others considering Enghouse Contact Center:

I would recommend this tool for any operation since it can be catered to your specific needs. The training and support has been some of the best we have received and once it is understood, it is a very reliable source with ample detail which is helpful for an industry such as ours. Review collected by and hosted on G2.com.

What problems is Enghouse Contact Center solving and how is that benefiting you?

Thanks to this software we are able to track our employees performance which helps us provide a better customer experience. It helps us understand trends which aids in staffing and projecting future call volumes. Once you learn the reporting tool, it provides ample detail on very specific topics which helps tremendously. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your glowing review. We really appreciate it. We pride ourselves on our people and the wealth of experience they bring to the table.

We value all feedback, so we really appreciate your insight into the reporting and the TouchPoint client. We continually strive to improve and innovate our solutions so I will ensure I pass your feedback onto our product development team.

AL

Verified User in Leisure, Travel & Tourism

Enterprise (> 1000 emp.)

3/13/2019

"Solid tool"

4/5

What do you like best about Enghouse Contact Center?

In my personal opinion, Enghouse Interactive is a solid tool for routing calls/emails/chats in a complex environment. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

In my personal opinion, Enghouse Interactive is a solid tool that could have a nicer configuration panel. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your great review, we really appreciate your feedback. It is a great solution for managing skills-based routing and handling multi-channel interactions.

We are always looking at ways to improve and innovate our solutions to create a great user experience. I will ensure to pass your feedback around the look and feel on to our development team.

UH

Verified User in Higher Education

Mid-Market (51-1000 emp.)

Originally submitted 3/21/2018

"CCSP TouchPoint"

4.5/5

What do you like best about Enghouse Contact Center?

The ability to generate reports is great because it allows us to analyze data regarding our call volume and phone usage. I also like the supervisor features that allow you to monitor calls. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

That the system is internet based. If our server goes we lose our phones as well. Review collected by and hosted on G2.com.