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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Peter G.

Mid-Market (51-1000 emp.)

3/10/2023

"Use of the Enghouse Contact Centre software"

5/5

What do you like best about Enghouse Contact Center?

We adopted the Enghouse Contact Centre software / applications in late 2021, and we cut over entirely from Avaya and Callmedia to Enghouse software usage in March 2022. In my experience, over the past year, the software is well designed and highly efficient. Reporting functions and Contact Centre Supervisor tools are first class. And the technical support for the software, whenever we do have issues (and I have to say here that they are nearly always caused by underlying network connectivity related issues which are often beyond the control of any of us) has always been marvellous. When we wish to know more about how the Enghouse applications functionality, sometimes in very great depth, the support staff are always prompt in responding to any issues or questions we may have. And they invariably get it right first time ! I would recommend them to anybody that would ask me. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

I have nothing to say with regard to any possible downside(s) of using Enghouse Call Centre software. I am trying to think of something less than pleasant to say, but I cannot think of anything. Shame. I really must try harder! Review collected by and hosted on G2.com.

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

Our company uses Enghouse as a Call Centre tool. Previously we used Avaya, and later Avaya and Callmedia. Avaya were extremely expensive, and we knew that they were in economic difficulties, so we had to find something else, and quickly. Avaya have since filed for bankruptcy. We did look at 4 different solution providers and Enghouse came out on top in terms of functionality and with relation to cost effectiveness. I am not in contract management and I do not know what the final numbers were. I in Data Centre networking and telco systems admin. I am NOT in accounts. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you so much for your glowing review. We really appreciate your feedback and I will ensure that I pass your comments back to the team.

Eduardo R.

Mid-Market (51-1000 emp.)

7/20/2023

"Stable, robust platform with a great marking algorithm."

4/5

What do you like best about Enghouse Contact Center?

The algorithm for making marking.

The architecture it has to minimize errors and activate redundancy.

Practicality for creating custom reports/dashboards. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The way conferences and transfers are conducted. Heavy logs difficult to analyze. Connectivity through tools like VPN is challenging for small/medium clients. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for taking the time to share your valuable feedback with us. We sincerely appreciate your comments and are delighted to know that you have found positive aspects in our product. We are pleased to know that we have met your main expectations.

We also deeply regret that you have experienced some negative aspects. We will address these issues proactively and take steps to rectify them, so please tell us more details about those specific problems via an email to support@enghouse.com so we can work on the appropriate improvements.

We thank you again for your feedback and hope to continue earning your trust.

Lekia Z.

Consultant

Enterprise (> 1000 emp.)

9/4/2023

"The future of customer engagement is Enghouse Interactive."

3.5/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive has been instrumental in improving our customer interactions. Their comprehensive solution allows our team to communicate seamlessly with customers through multiple platforms. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The design of Enghouse Interactive may seem overwhelming at first for new users. It can take some time to fully grasp and become accustomed to its various features and functionalities. However, with time and familiarity, navigating and understanding Enghouse Interactive becomes easier. 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. Its good to hear that it has had a positive impact on your customer experience.

We always value any feedback as we continuously strive to improve and innovate our solutions. Our aim is to make them as simple and easy to use as possible so that agents can be up and running in no time. I am sorry to hear that this has not been the case in this instance. I will pass your comments on to our development team.

David T.

Regional Sales Manager (Western U.S.)

Small-Business (50 or fewer emp.)

8/18/2023

"Seamless Integration, Outstanding Outcomes"

4.5/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive is really scalable. As our business grew, their platform just went with the flow, handling more and more dealings of the customers like a boss. The best aspect is that it didn't even break a sweat, consistently offering top-notch quality and efficiency. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Sometimes, the software updates bring unexpected changes. As a result, our dedicated team must swiftly adjust to these updates, which may temporarily disrupt our workflow. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your amazing review. It is good to hear that our solution is keeping up with your business objectives and growth. I will pass on your feedback regarding the software updates to our development team. Updates are there to improve not disrupt business so hopefully we can make this easier for you moving forward.

Samuele C.

Mid-Market (51-1000 emp.)

7/25/2023

"A professional team, with a business approach."

4/5

What do you like best about Enghouse Contact Center?

Create a complete experience in contact management. The UX systems allow to create different solution for the business Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The complexity of the solution sometime is an an obstacle. the solution suffers from the layering in the construction. new releases will have to shake off backwards compatibility constraints 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 value all feedback as it helps us to continue to improve and innovate our products and services.

I am saddened to hear that you find the platform complex at times. We design our solutions to be as easy to use as possible so I am sorry that this has not been your experience. If you feel you would benefit from some additional training please reach out to your customer success manager who should be able to point you in the right direction.

Verified User in Building Materials

Mid-Market (51-1000 emp.)

7/28/2023

"Solid products from a serious company"

4/5

What do you like best about Enghouse Contact Center?

They are a nice group of professionals that provide a close and resolutive support. The product's stability has grown miles and now I feel much more comfortable using it. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The documentation and resources for admins/developers could be improved. Sometimes you have to resort to a support ticket when looking for a how-to. Better guides and more complete examples would really help me. 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. It's great to hear that you have a good working relationship with our team and that you feel more confident using our solutions. Our aim is to continually improve and innovate our software to that our customers have a great user experience.

Thank you for your feedback regarding our documentation. I will pass this information onto our product teams so that we can work towards improving them for better outcomes.

Permjit P.

Small-Business (50 or fewer emp.)

3/15/2023

"Customer for over 10 years"

4.5/5

What do you like best about Enghouse Contact Center?

It's one platform where you can perform everything from one interface. It is a true multimedia Omni digital channel. It allows you to route calls, digital channels, and also the added benefit of outbound dialing. I can personalize the Wallboards/Snaps. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The touchpoint client did take up a lot of estate on your PC screen but now with the new TP client this has been improved. The reporting is a little dated but now with the integration with Power BI it is much better, you just need skills in Power BI. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your great review. It's good to see that you are getting full use of all the features and functionality in the platform.

We always value feedback from our customers so it is good to hear that the new TouchPoint client is an improvement. However, we do take on board your comments about reporting. We are continually looking to improve our solutions and this is one of the areas where we are looking to provide enhanced reporting features.

Andrea F.

Information Technology and Services

Mid-Market (51-1000 emp.)

3/23/2023

"Excellent Communication Solutions"

4.5/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive is a top-notch communication solutions provider that offers exceptional customer service and support. Their product portfolio is comprehensive and caters to businesses of all sizes. I particularly like their unified communication platform, which provides seamless communication across all channels, including voice, email, chat, and social media. The platform is easy to use and highly customizable, allowing organizations to tailor it to their specific needs. The reporting and analytics tools are also robust, providing real-time insights into customer interactions and agent performance. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

One area where Enghouse Interactive could improve is in their pricing structure. Some of their solutions can be costly, especially for small businesses. However, the quality of their products and services more than makes up for the price. Additionally, their sales team is very knowledgeable and can work with businesses to find a solution that fits their budget. Review collected by and hosted on G2.com.

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

Unified communication platform allows organizations to centralize their customer interactions across multiple channels, making it easier to manage and respond to customer inquiries quickly and efficiently. This helps businesses provide a better customer experience, which can lead to increased customer loyalty and retention. 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. Its good to see that you are making the most of all of the features and functionality within the platform.

We appreciate all feedback on our solutions and understand that pricing can be an issue for some customers. We hope that with our comprehensive range of contact centre solutions we can offer something that meets the budgets of most organisations.

Allan M.

Enterprise (> 1000 emp.)

3/17/2023

"CCE works for our business"

4.5/5

What do you like best about Enghouse Contact Center?

We use CCE and have circa 1500 concurrent users logged in per day. It's cost-efficient, is easy to manage at admin level from building complex and bespoke IVRs for our clients to effectively managing individual users. Easy interface for our customer-facing staff. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

CCE doesn't fully cater for agents who are non-voice, it assumes that every agent logged in is going to be making/receiving calls however we were able to implement workarounds for this fault so definitely isn't a show-stopper. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your great review. Our aim is to make our solutions as easy to use as possible to that you can be agile in making changes and be less reliant on IT.

However, I am sorry to hear that the solution doesn't entirely fit your needs. Enghouse has several different contact centre solutions for different types of business needs. The majority of these provide full omnichannel support and have done so for many years. It might be worth contacting your account manager to see if we have a better solution to your current workaround.

Verified User in Information Technology and Services

Enterprise (> 1000 emp.)

11/28/2023

"Enghouse interactive Customer service tool."

5/5

What do you like best about Enghouse Contact Center?

The feature for connecting with customers, customer support such as call queue management, inbound outbound calls screen pop, and dashboards like for call reports. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Nothing major thing to highlight but reporting dashboards can be look into feature or say could be more interactive but overall good analytics for reporting. Review collected by and hosted on G2.com.