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Enghouse Interactive

(2 reviews)

Enghouse Interactive delivers interaction management solutions from Arc Solutions, CosmoCom, Datapulse, Syntellect, Telrex, & Trio.

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Enghouse Interactive review by Randy R.
Randy R.
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"Very Pleased with the Enghouse product and service"

What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product

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

What business problems are you solving with the product? What benefits have you realized?

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.

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Enghouse Interactive review by User in Higher Education
User in Higher Education
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"CCSP TouchPoint"

What do you like best?

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.

What do you dislike?

That the system is internet based. If our server goes we lose our phones as well.

What business problems are you solving with the product? What benefits have you realized?

We able to track call volumes and answer rates which allows us to adjust phone in a way that’s most effective. There’s also a broadcast feature that lets me message my entire team without leaving my desk.

What Contact Center Infrastructure solution do you use?

Thanks for letting us know!

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