Enghouse Systems Reviews

“seamless integration, constant innovation

Pros

getting enghouse Interactive set up on our phone system was not an issue. It integrated perfectly with our existing setup making the transition completely smooth. What I really like is how the company is always working on the software, rolling out new features and updates. They consistently refresh it to align with the evolving needs of their users. With every new version, they add more capabilities and refine it to stay ahead of customer expectations. overall it is clear that providing top-tier support is a real priority for them.

Cons

The platform would be better if it were easier to use. I think the interface and menus need to be more basic which would really help people who are not super tech-savvy. It also does not give businesses enough freedom to adjust the software to what they specifically require. so having more ways to customize things would be a huge plus.

“perfectly simple for sme needs

Pros

our company is an sme in the automotive sector and we just needed a simple contact center solution to manage our daily operations. We did not require a complex or flashy customer service platform. enghouse has delivered exactly what we were looking for without any unnecessary extras.

Cons

It would be really helpful if it could work with microsoft excel but that's just not an option right now.

“brings all communication channels together

Pros

For a comprehensive contact center, it is hard to beat this software. It brings every communication channel together in one place be it phone, email, text messaging and live chat. offering all these choices means our customers can reach out to us however they prefer, with no limitations.

Cons

The cost can get pretty high if you want access to all its features. getting everything set up also takes a while too and you need some technical know-how to get all the different parts connected properly.

“effective once past initial learning phase

Pros

The team at enghouse helped us build a modern customer support system that includes sms, email, live chat and video call options. By solving how we effectively connect and communicate with customers to fix their issues, we have been able to build a much more loyal clientele for our business.

Cons

our call center agents really need thorough training to get past the initial learning phase. In short it requires a significant time investment to bring them up to the standard we need. Because our main goal is to make sure every customer is fully taken care of and that their issues are sorted out effectively.

“powerful features let down by poor support

Pros

What I like best about it is how well it works with the tools we already use like our cRm and help desk software. Its modular and adaptable design lets us tailor communication workflows to fit exactly how we operate. We also get powerful reporting and analytics tools which helps us continuously optimize our performance. The combination of its powerful features, flexibility and strong support makes this software essential for our team.

Cons

one of the biggest struggle has been with the poor customer service. getting timely help from their support team has been really difficult because of technical problems on their end. We have often waited for a response for so long that it frustrates the team and causes extended downtime. Another issue is the lack of detailed guides, basic tutorials or a helpful FAQ section on their site to troubleshoot problems ourselves which really hurts our efficiency and confidence in the product.

“affordable and well integrated

Pros

It gave me an affordable contact center system that is perfect for a medium-sized business like mine. It did not cost a fortune and we managed to integrate it with our current HRIs system without any problems.

Cons

I have been having a tough time getting the speech analysis feature to work as well as it should.