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Enghouse Interactive description
Enghouse Interactive provides a variety of tools to manage customer interactions. Their software combines call center functions like automated dialing and call recording with digital channels like live chat and self-service. Businesses can use Enghouse Interactive to track performance, analyze customer data, and improve customer service operations. It is available in flexible configurations, allowing companies to choose cloud-based, on-premise, or hybrid solutions depending on their needs and budget.
Who is Enghouse Interactive best for
Enghouse Interactive offers contact center solutions for businesses of all sizes. Users praise its easy setup, Microsoft Teams integration, and omnichannel communication features. However, some find the customer service lacking and the subscription packages complex. If your business needs a robust contact center solution and you prioritize ease of use over cutting-edge features, Enghouse Interactive could be a good fit.
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Best for small to medium-sized businesses, but also suitable for enterprises.
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Ideal for Software, Telecommunications, Media, or Professional Services.
Enghouse Interactive features
| Supported Enghouse Interactive offers live chat as part of its omnichannel contact center solutions. |
| Supported Enghouse Interactive offers call recording via its Quality Management Suite (QMS). |
| Supported Enghouse Interactive offers call routing features in products like CRM Connect and Attendant Console. |
| Supported Enghouse Interactive offers automated dialing through its SmartDial product. |
| Supported Enghouse Interactive offers various self-service solutions, including mobile and web options. |
| Supported Enghouse Interactive offers customizable reporting and analytics tools for data-driven decisions. |
We evaluate the sentiment that users express about non-functional aspects of the software
Value and Pricing Transparency
Customer Service
Ease of Use
Reliability and Performance
Ease of Implementation
Scalability
Enghouse Interactive reviews
We've summarised 106 Enghouse Interactive reviews (Enghouse Interactive G2 reviews) and summarised the main points below.
- Simple and easy-to-use platform for setting up and operating a contact center, especially for small and medium-sized businesses.
- Effective integration with Microsoft Teams, providing a familiar interface and access to communication tools.
- Comprehensive communication channels, including phone, email, SMS, live chat, and social media messaging.
- Cost-effective solutions for call center operations, especially cloud-based deployments.
- Robust reporting and analytics features, enabling real-time monitoring and performance tracking, now enhanced with Power BI connectivity.
- Flexible configurations allowing for on-premise, cloud-based, or hybrid solutions tailored to specific business needs.
- Modular design and high adaptability to integrate with existing systems, like CRM and helpdesk software.
- Useful workforce management (WFM) features enabling streamlined scheduling and staff performance monitoring.
- Self-service platform options that empower customers to diagnose and solve issues independently.
- AI-assisted features for optimizing support ticket handling and ensuring quick responses.
- Poor customer service with slow response times and lack of helpful documentation.
- Complicated and expensive subscription packages with numerous add-ons.
- The dated dashboard design is not user-friendly and requires an upgrade.
- Difficulty integrating with certain systems, particularly Microsoft Excel and HRIS.
- Speech analyzer lacks accuracy and effectiveness in keyword extraction from call recordings.
- Instability issues with the software occasionally crashing or experiencing performance lags.
- Limited customization options and flexibility to adapt the software to specific business needs.
- Call waiting/hold times remain long despite efforts to improve them with additional agents or IVR systems.
- Unpredictable system updates that can disrupt workflow and require additional training for staff.
- Challenging initial setup and implementation process, especially for on-premise deployments or integrating specific communication mediums like live chat or social media messenger.
Enghouse Interactive pricing
The commentary is based on 24 reviews from Enghouse Interactive G2 reviews.
Enghouse Interactive's pricing is considered competitive by some, especially for cloud deployments, while others find the software expensive, particularly for on-premises solutions and add-on features. The subscription packages and add-on pricing structure have been described as complicated.
Users sentiment
Enghouse Interactive alternatives
Salesforce Service CloudBetter ratings and wider industry adoption. Has more momentum. A strong Salesforce competitor and Enghouse Interactive alternative.Read more
wolkvoxBetter fit for Finance, Banking & Insurance, Manufacturing, Education, Hospitality & Tourism, Transportation & Logistics, Legal. Has more momentum based on employee growth. Users praise ease of use, cost-effectiveness, omnichannel features, real-time monitoring, and customer support.Read more
TalkdeskBetter for a wider range of industries. Has more integrations with helpdesk solutions. A larger user base suggests more established market presence, but it is growing slower than Enghouse Interactive. Some users find certain metrics difficult to interpret and report call connection issues.Read more
HubSpot Sales HubBetter for mid-sized businesses focused on streamlining sales processes. Offers a more user-friendly interface and seamless tool integration. Stronger in industries like Finance, Banking & Insurance, E-commerce, Retail, Consumer Goods, Manufacturing, Education, Real Estate & Construction, Hospitality & Tourism, Transportation & Logistics, Non-profit & Government, Energy & Utilities, Marketing & Advertising, and Automotive, Aerospace & Defence. Users praise ease of use and automation features. However, note the pricing model and potential limitations of the mobile app and reporting features. A strong Enghouse Interactive competitor and alternative for sales-focused organizations.Read more
Yeastar P-Series PBX SystemBetter for smaller businesses needing unified communications. Offers more flexible deployment options (cloud, on-premise, or software). Easier to use and implement with better customer support. Provides video conferencing and team chat, unlike Enghouse. However, the Yeastar Linkus app has reliability concerns and video conferencing has limitations.Read more
VCC LiveBetter for mid-sized and large companies. Has a lower average rating on Glassdoor. Enghouse Interactive alternative for simpler contact centers.Read more
Enghouse Interactive FAQ
What is Enghouse Interactive and what does Enghouse Interactive do?
Enghouse Interactive offers contact center solutions with tools for managing customer interactions across various channels. It combines call center functions like automated dialing and call recording with digital channels such as live chat and self-service, enabling businesses to track performance and improve customer service. It offers cloud-based, on-premise, or hybrid deployments.
How does Enghouse Interactive integrate with other tools?
Enghouse Interactive integrates with various CRM and helpdesk software. It also offers robust integration with Microsoft Teams and Power BI for enhanced reporting and analytics. A modular design enables adaptability with existing systems, though some users report difficulties integrating with certain platforms.
What the main competitors of Enghouse Interactive?
Top alternatives to Enghouse Interactive include Talkdesk, Salesforce Service Cloud, and Five9. These competitors offer similar contact center solutions with features like omnichannel communication, AI-powered automation, and robust analytics. They are suitable options for businesses seeking alternatives.
Is Enghouse Interactive legit?
Yes, Enghouse Interactive is a legitimate company providing contact center solutions. They offer various tools, including call recording and live chat, with flexible cloud, on-premise, or hybrid deployment options. User reviews are positive about ease of use and integrations.
How much does Enghouse Interactive cost?
Enghouse Interactive does not publicly disclose pricing information. Contact their sales team for a customized quote based on your specific business needs and desired features.
Is Enghouse Interactive customer service good?
Enghouse Interactive's customer service receives mixed reviews. While some users praise the helpful and responsive support team, others report slow response times and unhelpful documentation. Some users find the numerous add-ons and subscription packages to be complicated and expensive.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.