Enghouse Contact Center - 2026 Pricing, Features, Reviews & Alternatives

Enghouse Interactive Contact Centers, featuring the omni-channel cloud-based Enghouse CCaaS, are highly reliable, certified secure, feature-rich call center solutions that deliver optimal customer experiences (CX) by quickly connecting resources across an entire organization to manage customer inquiries, no matter the channel or device. Microsoft Teams Certified, open-standards-based, operationally flexible, and AI-enabled, Enghouse contact centers are quickly deployed and deliver easy customization and scalability to organizations of all sizes, across all industries.

A sampling of some of the comprehensive capabilities provided by Enghouse Contact Centers include:

Omni-channel communications, which allow businesses to engage with customers using their preferred communication method, such as voice, email, voicemail, SMS, social media, web chat, video chat, or screen sharing. All contact types are seamlessly blended into a single queuing and skills-based routing intelligence, ensuring customers reach the most appropriate agent. This ensures efficient call handling and reduces wait times for customers. Real-time chat and voice translations capabilities are also available to remove language skills as a barrier to customer assistance.

Robust self-service capabilities, which leverage conversational AI, voice- and chat-bots, insights from Knowledge Bases, interactive voice response (IVR) and speech recognition, and integration with CRM platforms to help customers quickly get the information they need. This not only reduces costs and improves first call resolution (FCR) rates, but also frees up agents to focus on complex customer issues.

Agent Coaching options, through the supervisor interface, which enable monitoring of agents via silent monitoring mode on all media types. For telephone calls and web chat, supervisors can also use a whisper mode to coach the agent without the caller hearing or reading the exchange, or a barge-in mode that enables three-way communication among the agent, supervisor, and caller. In addition, there are GPT-based AI capabilities than can suggest responses for agents using chat/messaging.

Reporting and Analytics capabilities, which give organizations insights into key metrics, allowing them to make data-driven decisions to optimize their contact center operations. All end-to-end interaction and user data are stored and available for reporting and dashboards. AI-driven speech and text analytics can be used to analyze these interactions to provide Voice of the Customer (VoC) information. In addition, Enghouse contact centers use AI and NLP technology to analyze up to 100% of all interactions to create unbiased, comprehensive, and consistent agent evaluations.

Unified Communication integrations, including the Enghouse Connect UCaaS offering and Microsoft-certified Teams connectivity, allow agents to see all UC contacts directly in the agent user interface. This gives agents the ability to see the Presence of non-agent employees and either message or transfer calls to subject-matter. This allows all employees, not just contact center agents, to be part of CX and customer call resolution.​​

Customer Relationship Management (CRM) Integration: Enghouse Contact Centers' solutions integrate seamlessly with popular CRM platforms, enabling agents to access customer information and interaction history in real-time. This integration enhances the customer experience by providing agents with a holistic view of customer interactions.

Outbound, List-Based Dialing, which offers an array of campaign management tools. Dialing modes include preview, progressive, predictive, as well as agentless IVR dialing. Sophisticated algorithms based on real-time simulation are used to dynamically control the predictive dialing rate and immediately route successful calls to available agents, reducing call abandonment.

For more information on these and other contact center capabilities, visit enghouseinteractive.com.