G2

Romano A.

Contact Center Manager

Telecommunications

Small-Business (50 or fewer emp.)

6/3/2024

"Now our company has comprehensive reporting and analytics"

4.5/5

What do you like best about Enghouse Contact Center?

The most satisfying aspect of Enghouse Interactive is compatibility with other current used tools such as CRM and Help desk. Due to modularity and adaptability, we can adjust various communication processes to our work’s characteristics. Furthermore, there is a lot of opportunities for reporting and analysis which means that the situations can be constantly improved. The functionality, flexibility and backup that are offered by this software prove it and makes it compulsory for our organization. Review collected by and hosted on G2.com.

What do you dislike about Enghouse Contact Center?

The only major issue we have faced with Enghouse Interactive is poor customer service they have provided. However, this has been a extremely hard to get timely help from their support team due to several technical problems that they have faced. Sometimes we take time without any response at all for long periods of time which leads to team frustration and extended downtime. In addition, there are no extensive manuals, nobasics, or FAQ sections on the website that could help resolve issues what decreases our efficiency and trust in the application. Review collected by and hosted on G2.com.

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

Enghouse Interactive addresses one of the major issues of coping with multiple customer contacts by providing a single interface to support all types of communication. Thus, real time analytics and providing detailed reporting allowing for more effective management and making decisions that would contribute to increasing the quality of service. This has helped in a major way in reducing complexity meaning that customers, as well as organizational flow, are better pleased. Review collected by and hosted on G2.com.