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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Angela O.

Product Tech II

Enterprise (> 1000 emp.)

5/16/2023

"Solid Contact Center Solution"

4.5/5

What do you like best about Enghouse Contact Center?

The application is excellent and provides a lot of great functionality. The tool does more than we need. The uptime of the tool has been very good for our organization. We have a fantastic Technical Account Manager who is amazing and makes sure any tickets we have to open are dealt with accordingly. One of the tools we purchased lacked functionality, and they worked with us to design and roll out new functionality to increase the tool's effectiveness. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The model of the company is to buy other products and then make them their own. This can cause confusion, items that don't work seamlessly, etc. There is also a lot of older functionality that still remains after updates. Review collected by and hosted on G2.com.

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

We have many departments that take in calls from internal and external people. Enghouse routes the call to the appropriate team for resolution. We have teams also using automated attendants to help with calls. The tool also forwards calls to an answering service when we are closed so questions and issues can still be addressed. We also use the application for managing e-mail addresses and having the e-mail routed to the right team for resolution. Review collected by and hosted on G2.com.

Eslinda S.

Mid-Market (51-1000 emp.)

7/6/2023

"Interactive contact center"

4.5/5

What do you like best about Enghouse Contact Center?

My one-year use of this program has convinced me of its superior design and efficacy. The Contact Center Manager has access to outstanding reporting features and management capabilities. And the software's technical help has always been tremendous whenever we've had troubles. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The new TP client is an improvement over the previous touchpoint client, which took up too much room on your computer's screen. While the reporting may use some updating, the recent obtainment of a Power BI connection makes up for it—provided that you have Power BI expertise. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your glowing review. It's good to hear that you are getting all the benefits from the platform and that the new Touchpoint client is an improvement over the previous version. I will pass your feedback on to our development team, they will love it.

Paul P.

Managing Director

Small-Business (50 or fewer emp.)

9/5/2023

"It has been successful in bridging the gaps and strengthening client relationships."

4.5/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive offers a valuable customer data analysis tool that provides us with insights into customer behavior and preferences. By understanding their needs, we can better anticipate future requirements and personalize our communication effectively. This proactive approach has greatly enhanced customer satisfaction levels. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

When first exploring Enghouse Interactive, the abundance of features might seem daunting to new users. However, by streamlining the main page layout and simplifying the design, we can enhance the user experience for newcomers, allowing them to quickly get started and easily navigate through the platform's extensive capabilities. Review collected by and hosted on G2.com.

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

I'm truly impressed by the smooth integration of this platform with various customer data tools. It allows us to effortlessly access the most current customer information, enabling personalized communications and the establishment of strong, enduring relationships with our customers. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your glowing review. Understanding customers is so important in providing a great experience. It's good to hear that our solutions are delivering.

We also value your feedback regarding the abundance of features that can be daunting to new users. You seem to have found a solution but I will pass your comments on to our development team. Our aim is to make our solutions as simple and easy to use as possible.

Sajad A.

Radio Frequency Technician

Mid-Market (51-1000 emp.)

10/20/2023

"Transforming the way we connect with customers"

4/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive truly stands out with its remarkable capability to adapt and grow alongside our organization's changing requirements. The exceptional multi-channel support empowers our team to effectively communicate across a wide array of platforms, ensuring seamless implementation with our customers. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Enghouse Interactive can sometimes feel overwhelming with its multitude of features. To make it more simple, we can simplify the dashboard and provide easy tutorials to help users navigate and understand all that it has to offer. Review collected by and hosted on G2.com.

Luke W.

Avaya Certified Support and Implementation Specialist

Mid-Market (51-1000 emp.)

7/26/2023

Business partner of the seller or seller's competitor, not included in G2 scores.

"Excellent Product"

4/5

What do you like best about Enghouse Contact Center?

Enghouse's flagship product EICC is a joy to use for users, is simple to administer and looks fantastic. Engineer support is extremely good and intuitive. QMS is likewise an excellent product for call recording and its ease of use is really appealing. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The product (EICC) is often not fully tested with Ribbon/Teams but especially Avaya. This often leads to many bugs. Likewise, QMS contains many bugs and upgrade requirements. Review collected by and hosted on G2.com.

Karishma B. D.

Beauty and Lifestyle Writer

Small-Business (50 or fewer emp.)

9/24/2023

"Why Quality Support Makes a Difference"

4/5

What do you like best about Enghouse Contact Center?

I was impressed by the robust security measures implemented. The use of encryption, two-factor authentication, and regular software updates clearly shows a commitment to protecting customer data. It gives me peace of mind knowing that sensitive customer information is being handled with utmost security. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The initial setup process was more complex than anticipated. It required a substantial amount of time and specialized IT knowledge to get everything functioning properly, which posed a challenge for our small team. Review collected by and hosted on G2.com.

Lucy B.

Performance and capability business owner

Small-Business (50 or fewer emp.)

9/20/2023

"It is essential for companies to implement this technology."

4.5/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive excels in providing omnichannel support, allowing our support teams to seamlessly handle customer interactions across multiple channels including voice, email, and chat. This centralized interface revolutionizes the way we manage and address customer inquiries. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Occasionally, updates can lead to small disruptions. However, these disruptions can be minimized by scheduling updates during less busy periods or by providing clearer instructions on how to navigate the update process. Review collected by and hosted on G2.com.

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

We have always chosen Enghouse Interactive as our go-to platform for unified communications. Its ability to consolidate multiple channels into a single interface has greatly enhanced the efficiency of our customer service team, resulting in improved response times and more effective handling of interactions. Review collected by and hosted on G2.com.

Andrew F.

Sr Territory Sales Manager

Mid-Market (51-1000 emp.)

9/8/2023

"Connecting customers seamlessly at every touchpoint is revolutionizing our communication strategy."

5/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive offers an exceptional multichannel support system that goes beyond phone call management. Their software efficiently handles emails, chats, and social media interactions, ensuring no customer touchpoint is overlooked. This comprehensive solution provides confidence in delivering excellent customer service across all communication channels. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

There have been instances where seeking assistance from Enghouse Interactive's support team has taken longer than expected, causing some disruptions in our workflow. Review collected by and hosted on G2.com.

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

Enghouse Interactive has significantly improved our customer interaction management system. Our communication channels have been streamlined, creating a seamless experience for both our team and customers. This integrated approach has led to quicker problem-solving and increased levels of customer satisfaction. Review collected by and hosted on G2.com.

Karen A.

Communication Systems Engineer

Enterprise (> 1000 emp.)

9/11/2023

"Enghouse Interactive takes a deep dive into the world of modern communication."

4/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive's software offers impressive adaptability, catering to businesses of all sizes. Whether you're a small startup or a large corporation, their solution can seamlessly customize itself to meet your unique communication needs. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Enghouse Interactive's data reports could benefit from improvements in the clarity of the dashboard. By making it easier for users to understand the information presented, we can enhance their overall experience and effectiveness. Review collected by and hosted on G2.com.

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

Enghouse Interactive offers a streamlined solution for managing customer inquiries across multiple platforms. Our unified response platform ensures that each customer interaction is handled consistently, improving the overall reliability and reputation of your brand. Review collected by and hosted on G2.com.

Karen M.

Customer Service Representative

Mid-Market (51-1000 emp.)

9/2/2023

"We're changing the way we connect with customers"

4/5

What do you like best about Enghouse Contact Center?

I really value how Enghouse Interactive enables me to effectively manage customer communications through different channels like voice, email, and social media. This feature significantly improves our capacity to provide outstanding customer service and ensures that no messages are overlooked. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Setting up Enghouse Interactive can pose challenges, particularly for smaller organizations or those with limited technical expertise. It requires a strong grasp of technology. Review collected by and hosted on G2.com.

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

Enghouse Interactive has significantly improved my understanding of customer interactions. With their comprehensive analytics and reporting tools, I can easily pinpoint areas for improvement and make the necessary adjustments to enhance the quality of my company's service. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your positive review. It's great to hear that it has contributed to your customer service success. However, I do take on board your comments about setting up the application. We aim to make our solutions as easy to use as possible. I am sorry to hear that this is not the case. I will pass on your feedback to our development team.