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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Annalisa L.

Enterprise (> 1000 emp.)

7/26/2023

"Good platform for Service Desk"

5/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive is usable and its interface very clear. The report managing is simple and very detailed. Good user support. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

In this moment it works as it must do... 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 see that you are finding it easy and simple to use. Our aim is to make them as user-friendly as possible so that you can be agile in making changes and be less reliant on IT. We always welcome any feedback as we want to ensure that we continue to improve and innovate to create great user experiences.

Verified User in Information Technology and Services

Small-Business (50 or fewer emp.)

4/8/2023

"Excellent Solution for Customer Engagement"

4/5

What do you like best about Enghouse Contact Center?

What I like best about Enghouse Interactive is its comprehensive suite of communication and contact center solutions. It provides businesses with the ability to engage with customers through various channels, such as voice, email, chat, and social media. Additionally, it offers features like IVR, call routing, and analytics that help businesses improve their customer experience and increase efficiency. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

However, there are a few things that I dislike about Enghouse Interactive. First, the user interface could use some improvement, as it can be a bit clunky and difficult to navigate. Second, the pricing can be a bit high for smaller businesses, which may limit its accessibility to some organizations. Review collected by and hosted on G2.com.

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

That being said, Enghouse Interactive is solving critical problems related to customer engagement. By providing a comprehensive suite of communication and contact center solutions, businesses can better engage with their customers and improve their overall experience. Additionally, its analytics features provide valuable insights into customer behavior and help organizations identify areas for improvement. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thanks for the great review. Our primary focus is to ensure that our customers have everything in one solution and enjoy the benefits it provides.

We are sorry to hear that the user interface is not up to scratch. We are continually updating and improving our solutions and looking to have a standard UI across all our platforms that will help improve the user experience. We also hear what you are saying about pricing. We offer a comprehensive portfolio, and we strive to work with businesses to find a solution that fits their budget. We appreciate any feedback and I will certainly pass your comments on to the team.

Daniela R.

Enterprise (> 1000 emp.)

3/9/2023

"Good solution for small contact centres"

3.5/5

What do you like best about Enghouse Contact Center?

Enghouse's Contact Center solution (CCSP) is relatively easy to deploy and maintain. The solution allows you to build a pretty resilient platform; adding more capacity is relatively easy when compared with some of the other on-demand platforms. The onboarding of new tenants is very straightforward, which allows virtual call centres to be brought into service and up and running within days. Quite reliable for contact centres that don’t have more than 1000 concurrent agents. Easy to work with their Support team. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

They need to work on improving the quality of their testing. 5 out of 10, the Hot fixes we get from them end up either not fixing the issue or creating other problems. 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 CCSP platform. It is good to see that you are benefiting from the flexibility of the solution. However, I am sorry to hear that the hotfixes are creating additional problems for you and not improving things as they were designed to. I will certainly pass your feedback on to our product development team.

Our primary focus is to ensure that our customers have the best possible experience while using Enghouse solutions. If you have any further problems please reach out to support@enghouse.com.

Verified User in Education Management

Enterprise (> 1000 emp.)

7/26/2023

"A good service"

5/5

What do you like best about Enghouse Contact Center?

the product is exceptional for companies that have to offer a quality service to users Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Nothing is a good product. The product is exceptional, I recommend its use to large, medium and small companies 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 do appreciate it. We always welcome feedback on our solutions as we want to ensure that we continue to improve and innovate our solutions to create great user experiences.

Federico B.

Mid-Market (51-1000 emp.)

3/10/2023

"Very skilled system integrator"

4.5/5

What do you like best about Enghouse Contact Center?

Enghouse has proven to be very competent in executing the project and providing consultation. They are a partner who accurately analyzed our business needs and also brought added value. They adapted their solution to our corporate context while observing IT policies and governance. Highly recommended Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Actually, we don't have any points to mark negatively, the overall experience is more than positive. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your excellent review. Our primary focus is to ensure that our customers have the best possible experience while using the Enghouse platform and enjoy all the benefits it provides. We appreciate that every business need is different and our experienced team strive to find the right solution that add value and meet company objectives.

Nick A.

Enterprise (> 1000 emp.)

3/17/2023

"It does what is needs to do, just no frills"

2.5/5

What do you like best about Enghouse Contact Center?

Its a bit different, feels like a small company, i.e. not a big monster corporation. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Product does what its suppsoed to, but sometimes it feels limited, the UI hasnt changed in forever, I have been at the Rspca for 7 years and have worked with enghouse during that time and the UI has always been the same. It never feels new and shiney. That said we are not on the latest version of the product. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your feedback and taking the time to post your comments. We are sorry to hear that the product doesn't meet your expectations. However, we are continually updating and improving our solutions so your input is invaluable to us. If there is anything we can do to help please reach out to Tom Walmsley, your account manager.

Jim G.

Enterprise (> 1000 emp.)

3/17/2023

"Good Product, Support can be slow"

3/5

What do you like best about Enghouse Contact Center?

It's multichannel, and covers multiple interaction types. The reporting and Quality side of the products is first class. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Help Documentation can be dry and less than clear. Support can be slow and over complicated at times. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you for your feedback and for taking the time to review our solutions. We do value your feedback. I am sorry to hear that support can be slow and over complicated at times. It would be interesting to know more about some of the issues that you have experienced so that we can try and rectify this moving forward. Please feel free to email support@enghouse.com with your concerns.

Reji M.

Mid-Market (51-1000 emp.)

7/30/2023

"Good Business Solutions"

3.5/5

What do you like best about Enghouse Contact Center?

Stability and of the proteus and smartrecord solutions Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Delay in support and incorporation of security update in current versions. 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 and really appreciate your feedback. I am sorry to hear that we aren't always responsive when it comes to support and updates. We continually working on improving our software, processes and services. I will certainly pass on your feedback to the Proteus team so that we can try to rectify this moving forward.

Pedro C.

CEO

Mid-Market (51-1000 emp.)

3/9/2023

"Solid and cost effective solution, with pending tasks in Latin America"

3.5/5

What do you like best about Enghouse Contact Center?

Enghouse is a set of high-quality and efficient technological solutions. They are also quite cost-effective. However, it needs to improve its commercial and support structure in Latin America. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Its technical support structure and knowledge of acquired platforms such as Vidyo is a pending task, which needs to be reinforced to generate more credibility with customers. Review collected by and hosted on G2.com.

Jose Luis R.

Enterprise (> 1000 emp.)

5/23/2023

"Positve exprience; I ran my business in a cost-efficient way while providing fast customer support."

5/5

What do you like best about Enghouse Contact Center?

Enghouse Interactive was particularly helpful in regards to its technical capabilities. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The customer support was superb; however, the platform could use some work. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

Thank you so much for your great review. Its good to hear that our team were able to help and provide you with the technical information and support you needed.

We always value any feedback so that we can continue to improve and innovate our solutions to provide a great user experience.