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MP

Marco P.

Senior Key Account Manager

Enterprise (> 1000 emp.)

3/15/2023

"Leader formulating customer solutions operating strong propensity digital Cloud & security solutions"

5/5

What do you like best about Enghouse Contact Center?

Best ICT solution project for Accor group as Edenred HQ Italy. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Not more all solutions are in reliability and efficiency goals. Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

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Thank you so much for your great review. We are really pleased to hear that it addresses your business needs.

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

GG

Gaurav G.

Enterprise (> 1000 emp.)

3/10/2023

"Flawless integration"

4.5/5

What do you like best about Enghouse Contact Center?

Flawless integration with any platform

Excellent Support team Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Outdated user interface, it should be more advanced and feature rich Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

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Thank you for your positive feedback. We feel that integration is integral to the contact contact centre if you want to have a 360 degree view of what is happening around you. I will certainly pass on your comments to our support team. They will love it.

We are sorry to hear that the user interface is not up to scratch. However, we are continually updating and improving our solutions and will feed this back to our development team. In the meantime if you have any questions around your platform please reach out to your account manager or contact support@enghouse.com.

AM

Verified User in Machinery

Mid-Market (51-1000 emp.)

5/18/2023

"Sullair"

5/5

What do you like best about Enghouse Contact Center?

Easy to use and support. Easy to setup with multiple companies. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Need to be able to have 7 digit extension numbers Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

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Thank you for sharing your feedback and really pleased to see that you find the solution easy to use. Our primary focus is to ensure that our customers have the best possible experience when using the Enghouse platform and that it meets your business requirements.

I will pass of your feedback regarding the 7 digit extension numbers to our product team.

SF

Sabina F.

Small-Business (50 or fewer emp.)

3/11/2023

"Good"

3.5/5

What do you like best about Enghouse Contact Center?

I have a perfect relationship with Enghouse consultants/project manager Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

Last year we faced many problems with EasyCIM, which currently completely solved Review collected by and hosted on G2.com.

Response from Helen Billingham of Enghouse Contact Center

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Thank you for your feedback and comments about your relationship with Enghouse. We pride ourselves on our experienced staff and their enthusiasm for products and services.

However, I am sorry to hear about your problems with EasyCIM and glad you have managed to get them resolved. If you have any further issues, please do not hesitate to contact our support team support@enghouse.com

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

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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?

his 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

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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?

on 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?

on 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

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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.)

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.