Enghouse eKMS Features

Enghouse eKMS

Internal & external knowledge base and forum management

4.21/5 (12 reviews)

Competitor Feature Comparison

API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Contact Database
Contact Management
Content Library
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Email Management
Email Templates
Employee Management
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
IVR / Voice Recognition
Interaction Tracking
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
Learn moreCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Contact Database
Contact Management
Content Library
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Email Management
Email Templates
Employee Management
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
IVR / Voice Recognition
Interaction Tracking
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
Visit WebsiteCompare App
API
Access Controls/Permissions
Activity Dashboard
Activity Tracking
Alerts / Escalation
Alerts/Notifications
Appointment Management
Assignment Management
Automated Routing
CRM
Call Center Management
Call Monitoring
Call Recording
Call Routing
Case Management
Cataloging/Categorization
Chat/Messaging
Collaboration Tools
Commenting/Notes
Communication Management
Community Management
Contact Database
Contact Management
Content Library
Content Management
Customer Complaint Tracking
Customer Database
Customer Experience Management
Customer Segmentation
Customizable Branding
Customizable Fields
Customizable Forms
Customizable Reports
Customizable Templates
Dashboard
Data Import/Export
Decision Support
Discussions / Forums
Email Management
Email Templates
Employee Management
Event Triggered Actions
Feedback Management
File Sharing
Forms Management
Full Text Search
Gamification
IVR / Voice Recognition
Interaction Tracking
Issue Management
Issue Tracking
Knowledge Base Management
Knowledge Management
Live Chat
Macros/Templated Responses
Mobile Access
Monitoring
Multi-Channel Communication
Multi-Channel Data Collection
Multi-Channel Management
Multiple User Accounts
Negative Feedback Management
Network Monitoring
Online Forums
Performance Metrics
Predictive Analytics
Prioritization
Project Management
Queue Management
Real Time Monitoring
Real Time Notifications
Real-Time Chat
Real-time Updates
Recurring Issues
Reporting & Statistics
Reporting/Analytics
Role-Based Permissions
Routing
Rules-Based Workflow
SSL Security
Search/Filter
Self Service Portal
Service Level Agreement (SLA) Management
Single Sign On
Social Media Integration
Social Media Monitoring
Support Ticket Management
Support Ticket Tracking
Survey/Poll Management
Surveys & Feedback
Tagging
Task Management
Text Editing
Third Party Integrations
Virtual Assistant
Widgets
Workflow Configuration
Workflow Management
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Enghouse eKMS Feature Reviews

8 reviewers had the following to say about Enghouse eKMS's features:

Brian S.

SmartSupport Review

2017-01-30

The customer support is great and the search function is fast and easy.

Pros

Being able to access information quickly.

Cons

There is nothing at this time that I do not like.

Rating breakdown

Ease of use
Features
Customer support

Time used: Less than 6 months

Frequency of use: Weekly

Likelihood to recommend

8/10
Source: Software Advice
Helpful?   Yes   No
Read more
Pete S.

Review for SmartSupport

2014-11-21

Pros

On time, convenience, and customer support is generally good.

Cons

There is nothing to report about what I do not like.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

5/10

Recommendations to others considering Enghouse eKMS

Check pricing of other products before purchasing, as prices vary.

Source: Software Advice
Helpful?   Yes   No
Read more
Kim W.

SmartSupport Review

2012-08-13

I would recommend this to anyone who is serious about keeping good information available to users, but may not have the resources to put the time into it. SmartSupport is easily managed without cutting corners on the user experience. The Safeharbor support team has provided excellent service by training during conversion, helping to improve our site, and answering questions whenever necessary.

Pros

Also able to pull reports quickly.

Cons

We have not had any issues. SmartSupport has provided everything our last knowledge base did, and much more!

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Steve R.

SmartSupport App

2011-10-18

This has been a great upgrade from our prior kb solution.

Pros

Ease of integration. Quality of conversion from prior kb by Safeharbor staff.

Cons

We have had no issues.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Faisal Y.

SmarSupport Product Evaluation. CyberGlove User Forum Support

2011-10-19

SmartSupport is a great product at a very good price point. Everyone at Safeharbor is a joy to work with and they delivered on everything the promised.

Pros

We were up and running in a very short time. Very feature rich support environment

Cons

Everything is working great.

Rating breakdown

Ease of use
Customer support
Source: Capterra
Helpful?   Yes   No
Read more
Samantha C.

Excellent!

2014-10-28

Pros

Immediate response on upgrades and always going up and over the expectations of what we are looking for.

Cons

The tool is sometimes slow when they are running repairs on the backend system, which causes us to need to come back to what we are doing.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

10/10

Recommendations to others considering Enghouse eKMS

Make sure you look at things closely when you are doing the vendor demos, it is critical to understand what you are buying.

Source: Software Advice
Helpful?   Yes   No
Read more
Heather W.

SMART Support

2014-10-28

Pros

It is easy to use, and the customer service is great.

Cons

The technology glitches. Also, it would be nice to have one person to contact.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

6/10

Recommendations to others considering Enghouse eKMS

To play around with it to learn the ins and outs. That is the best way to learn.

Source: Software Advice
Helpful?   Yes   No
Read more
Stephanie O.

Works Well

2014-10-27

Pros

Anytime I need help it is easy to get.

Cons

Nothing. Things go well when working with them, I would suggest them to anyone.

Rating breakdown

Ease of use
Features
Customer support

Likelihood to recommend

6/10

Recommendations to others considering Enghouse eKMS

Take your time to really learn it, then it goes easier.

Source: Software Advice
Helpful?   Yes   No
Read more