Enghouse Contact Center

Great Product

Vorteile:

Easy to implement and integrate into our Skype (and now Teams) environment. End users were able to quickly pickup the new system when we implemented. Installation was a breeze and the implemention team was available every step of the way.

Nachteile:

All features worked as expected. This product delivered the results we needed.

Review of Touch Point Call Center

Vorteile:

The GUI interface is easy to use. The original Zeacom interface was much better according to the user.

Nachteile:

Not enough training for the Admins and the users. The user's had many complaints and issues that would have been easily rectified by more training before go live.

Mid range product

Kommentare: Queue management and performance management of the team made easy; some significant improvement can be made to the reporting/daily performance visibility in the form of a customisable wall board.

Vorteile:

Queue management in a contact centre environment is made easier.

Nachteile:

Reporting and Wallboard need some serious work to be usable. I am looking forward to implementing webchat and social media management in the future. Ideally, I would be able to introduce API links so that a downloaded transcript of both were added to our document repository, but I don't think this feature is available at the moment.

Call Center Software that can significantly impact your metrics

Kommentare: If you use the product "out of the box", it is easy to use and support. If you customize it heavily, it is still easy to use but administration, planning, and updates are cumbersome and can be very expensive.

Vorteile:

Most of the system is very intuitive/easy to navigate from a user standpoint. There are many combinations of features for call/email/ and SMS delivery.

Nachteile:

The admin part of the system can be complicated and little cumbersome. More custom reporting, either for free or at a reasonable cost, would be welcome.

A contact center solution that's growing with our business

Vorteile:

Integration with Skype for Business and ambitions towards MS Teams at the time. A simple user interface for our contact centre agents which required very little training to get staff up and running.

Nachteile:

Out of the box reporting is limited but with access to the database we have managed to create all the reports and dashboards we need.

EICC is a fantastic call center solution

Kommentare: Working in health care alot of smaller departments want the ability to use call center features but dont work in a traditional call center environment. Logged in staff are up and down from their desk as they check in patients, room patients etc. Being able to have the flexibility that enghouse offers helps us tailor the queues to fit their work flows.

Vorteile:

The EICC Contact Center is a great application that is feature rich. The Callback feature, Phone integration, Reports, the ability to view the queues, agents, calls, etc and the ability to remotely control an agents login, logout, break, work etc.

Nachteile:

I have installed/used/administered Enghouse(formerly Zeacom) since 2004. I like the old desktop application better than the touchpoint application. I feel like I could get more information from one screen then having to bounce between tabs and then having to drill down to an agent for instance to get certain information.

Staying agile for K-12 education families and agency staff

Kommentare: We have grown with the product over multiple years of operations. We have migrated voice platforms three time, but have stayed with Enghouse the entire time. This has proven the products flexibility to integrate with both traditional PBX systems and now full VOIP systems. User configuration and flexibility to adapt to differing group needs as well as work schedules has served our agency well.

Vorteile:

A call center that offers multiple media formats of support in a single agent window, as well as the skill set routing provides our agency the flexibility to meet the requirements of our families and staff. From voice to chat sessions, Touchpoint allows our agents to quickly respond to calls and get answers to our families and employees as quickly as possible.

Nachteile:

There are some limitations to setup and what the product can peform, but none that inhibit us from meeting our base goals. For the cost, this product performs and give the company a lot of flexibility in our approach to customer service and communication platforms supported (voice, chat and email).

Lechler Support

Kommentare: Fine.

Vorteile:

Knowledgeable technician who helped me quickly.

Nachteile:

Response time is not fast enough. Need help immediately.

Our pleasant experience of working together with Enghouse Presence Suite

Kommentare: We have been users of this system since 2003 and we have collaborated bi-directionally creating value for our company's clients. We think it is the best software on the market.

Vorteile:

What we like the most about this software is that it is extremely powerful, since it offers all the features that a BPO company needs to provide a high quality service to its clients. On the other hand, the ease they offer to know the architecture of their database together with the training to integrate third-party software is extremely useful for the tropicalization of services for any type of client.

Nachteile:

Nothing. We are very happy with ENghouse Presence Suite and the associated services that you offer.

Enghouse is a quality Product

Kommentare: The original instal went very well. At the time we were using an NEC 2400. When we upgraded to an Avaya phone system the transistion was flawless. With that any upgrades for version upgrades have been flawless.

Vorteile:

System is very easy to manage. Once the system is setup, it is easy to add new Queues or users with a copy feature. When changing options to multiple you can select multiple people/Queues to update all at once.

Nachteile:

The only complain I have had comes from my users. From Ver 9 to 11 Desktop was removed to Touchpoint. Relearning a new client was the hardest issue of that upgrade. Most of our users had been using the system from the begining.

Enghouse Contact Centre

Vorteile:

Having direct integration in to our housing management system for CTI was initially a fantastic feature to have. Being then able to build on this with multi-channel management of contacts through one pain of glass makes it simpler for end users as well as being able to keep reporting in one location. Once set up, the maintenance of the product is fairly minimal and through great help features administrators can manage their own setup without needing consultancy from Enghouse all the time.

Nachteile:

We'd like to see closer integration to MS Teams and a SaaS solution in the future, we hope Enghouse can deliver this!

One platform.... One customer view

Kommentare: The end to end experience has been excellent, a strong procurement submission which continued through the design and implementation phase. LHP has seen significant benefits across all customer contact channels with improvements to PCA top quartile performance, reduction in average handling times, and our in-hours e-mail and social media response times are now in real time. The implementation of the multi-channel platform has been central to our digital strategy and has given our customers greater freedom and choice with their contact preferences.

Vorteile:

The introduction of the EiCC multi-channel platform has brought all customer contact channels into one application, allowing real time management of resource and improving both response times and the customer experience.

Nachteile:

At times calls can stick in the platform keeping advisors connected to a call after resolution, this then keeps the advisor tied to a contact and can not answer the next customer.

Enghouse Contact Centre

Kommentare: Excellent service from the Support Center.

Vorteile:

Simple to Use. It has been around for a while so the Operators are familiar with it.

Nachteile:

a better modern interface. Interoperability with other products.

A great product, reliable and with great features

Vorteile:

Implementation was straightforward with support from Voyager in the delivery of the solution. Each contact centre we implemented has been well received and has a good balance of features helping to support channel shift.

Nachteile:

Nottingham so far, the product seems reliable and well supported.

Enghouse Endorsement

Kommentare: We have been with them several years and they recently helped us with an update to the cloud and a transition over to Teams. The team is professional and highly responsive, they resolved a couple of existing issues within our phone tree that we were unaware of and provided a seamless transition.

Vorteile:

With basic knowledge of the platform, it is fairly simple to administer. They provide excellent ongoing education and when you do need assistance, their service team is top-notch!

Nachteile:

Compared to some other platforms, the feel of the UX is a little outdated.

Capacidad de control de la herramienta

Vorteile:

El poder de desarrollo o modificación que podemos hacer nosotros directamente

Nachteile:

Al tener tanta capacidad de gestion del servicio alguna vez se nos complica

CCSP Review

Kommentare: Solutions takes too long to implement. issues like zombie calls are still unresolved which was escalated 2 years from now.

Vorteile:

Integration w/ existing system is easy..

Nachteile:

No existing POC Environment to test the following solutions. Voice AI Bot, TTS/STT, CHAT Bot. POC should be no cost.

Esperienza ventennale

Kommentare: Ottima esperienza, reputo il software molto qualificato specialmente per grossi callcenter.
Inoltre do un 10 al loro HelpDesk qualificato e gentile per non parlare delle competenze tecniche e del PM, 10 e lode.

Vorteile:

Ho potuto verificare tutte le funzionalità del prodotto che valuto una scelta indicata per grandi callcenter

Nachteile:

Dall'ultima relase CT7 installata unico inconveniente un disallineamento con il Dbase che ha portato ad alcuni inconvenienti di reportistica e funzionalità script

Enghouse Review

Vorteile:

Softphone easy to use by contact centre agents. Easy to manage presence and control schedules. Auto attendant feature saves the need for a receptionist.

Nachteile:

Does not support remote working. Expense to upgrade and move to new server infrastructure.

Social Housing Customer

Vorteile:

The product is easy to use, with regular releases of new features.

Nachteile:

There is a thick-client element, but a near future release is addressing this, which will have a positive impact for our teams.

easy, efficient to make agents work independently

Vorteile:

high flexibility great dialer high potential of supervision efficient easy to learn for agents

Nachteile:

implementation not that easy, because of many possibilities (but big support from support center)