Enghouse Interactive Quality Management Overview

Enghouse Interactive Quality Management is a suite of business and workforce optimization tools that enhance efficiency and profitability. It includes Call Recording, Speech Analytics, Agent Evaluation, Workforce Optimization, and Survey Evaluation tools.

Use Cases

Customers recommend Call Recording, Workflow Management, Customer Feedback Management, as the business use cases that they have been most satisfied with while using Enghouse Interactive Quality Management.

Other use cases:

  • Coaching
  • Engagement Management
  • Communication Management
  • Digital Signature
  • Collaboration
  • Product Marketing
  • Contacts History
See all use cases See less use cases

Business Priorities

Improve Efficiency and Manage Risk are the most popular business priorities that customers and associates have achieved using Enghouse Interactive Quality Management.

Other priorities:

  • Scale Best Practices
  • Enhance Customer Relationships
  • Acquire Customers
See all business priorities See less business priorities

Enghouse Interactive Quality Management Use-Cases and Business Priorities: Customer Satisfaction Data

Enghouse Interactive Quality Management works with different mediums / channels such as Phone Calls.

Enghouse Interactive Quality Management's features include Recording, Feedback Surveys, Alerts: Popups & Notifications, etc. and Enghouse Interactive Quality Management support capabilities include Email Support, Phone Support, Chat Support, etc. also Enghouse Interactive Quality Management analytics capabilities include Analytics, and Custom Reports.

Reviews

"...Attention to detail and assuring customer satisfaction have tapered off dramatically, in the past year. . ...." Peer review by Don B.

Enghouse Interactive Quality Management, belong to a category of solutions that help Contact Center Software. Each of them excels in different abilities. Therefore, determining the best platform for your business will depend on your specific needs and requirements.

Popular Business Setting

for Enghouse Interactive Quality Management

Top Industries

  • Oil & Energy
  • Manufacturing
  • Automotive

Popular in

  • Mid Market
  • Enterprise
  • Large Enterprise

Enghouse Interactive Quality Management is popular in Oil & Energy, Manufacturing, and Automotive and is widely used by Mid Market, Enterprise, and Large Enterprise.

Enghouse Interactive Quality Management Customer wins, Customer success stories, Case studies

How does Enghouse Interactive Quality Management address your Call Recording Challenges?

What Are the key features of Enghouse Interactive Quality Management for Workflow Management?

What Are the key features of Enghouse Interactive Quality Management for Customer Feedback Management?

How can Enghouse Interactive Quality Management enhance your Coaching process?

How efficiently Does Enghouse Interactive Quality Management manage your Engagement Management?

11 buyers and buying teams have used Cuspera to assess how well Enghouse Interactive Quality Management solved their Contact Center Software needs. Cuspera uses 465 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Contact Center Software needs.

Lockyer Valley Regional Council - Government Administration

Enghouse Interactive Communications Centre and Quality Management Suite helped Lockyer Valley Regional Council improve customer communications. The council faced high costs and unreliable legacy syst...ems that made service difficult. Enghouse Interactive provided an omni-channel, cost-effective solution with real-time dashboards and quality management. The new system enabled better agent coaching, team KPIs, and easier performance tracking. Lockyer Valley now delivers more responsive and efficient service to its residents.

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Cobalt Telephone Technologies (CTT) - Parking Services

Enghouse Interactive Communications Portal helped Cobalt Telephone Technologies (CTT) speed up development for automated parking services. CTT needed to support many IVR platforms for different secto...rs. The platform made it easy to build and launch new products fast, sometimes in weeks. CTT reduced costs and complexity by using a full software stack. The solution handles high call volumes 24/7 and gives real-time control to staff. CTT can now deliver reliable, quick service to millions of users.

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Nottingham City Council - Government Administration

Enghouse Interactive Communications Center helped Nottingham City Council consolidate its contact centre platforms. The council needed to increase efficiency and support a shift from face-to-face to ...digital channels. The solution enabled a 150-seat contact centre to be implemented in just 4 weeks. Support costs and downtime dropped significantly. The council can now launch new services quickly and support hybrid working. The platform supports future innovation and ongoing channel shift initiatives.

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Fingal County Council - Government Administration

Enghouse Interactive Communications Center and Microsoft Teams helped Fingal County Council switch to remote working for all customer care agents in one month. The council reduced average wait times ...to 19 seconds while handling nearly 15,000 calls per month. First contact resolution rates rose above 80%. Agents gained better visibility and control over calls and performance. The solution enabled faster reporting and improved collaboration across departments during the COVID-19 pandemic.

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Ascensos - Outsourcer

Enghouse Interactive Contact Center: Enterprise helped Ascensos build a flexible contact centre platform. Ascensos needed a system to deliver high-quality customer service and adapt to each client. T...he solution let agents work across channels like social media, video, and live chat. Managers gained better control and visibility of agent performance. The platform improved reporting, CRM integration, and customer interaction tracking. Ascensos now delivers faster, more agile service to its clients.

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State of Louisiana - Government Administration

Enghouse CCaaS helped the State of Louisiana modernize its contact centre. The state replaced old, costly systems with a single cloud platform. This made it easier for agencies to work together and r...espond quickly in emergencies. The new system improved self-service for citizens and reduced hold times. The platform supports 150 agents and allows fast scaling during crises. Geographic redundancy ensures service continues even if one site fails.

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lightning

Peers used Enghouse Interactive Quality Management for call recording and workflow management

Enghouse Interactive Quality Management Features

  • Low
  • Medium
  • High
FEATURE RATINGS AND REVIEWS
Analytics

4.28/5 ★

Read Reviews (8)
Custom Reports

3.82/5 ★

Read Reviews (50)
CAPABILITIES RATINGS AND REVIEWS
Analytics

4.28/5 ★

Read Reviews (8)
Custom Reports

3.82/5 ★

Read Reviews (50)

Software Failure Risk Guidance

?

for Enghouse Interactive Quality Management

Overall Risk Meter

Low Medium High

Top Failure Risks for Enghouse Interactive Quality Management

Enghouse Interactive News

M&A

Enghouse Acquires Aculab PLC - Enghouse Interactive

Enghouse Systems Limited, through its subsidiary Enghouse Holdings UK Limited, has acquired Aculab PLC, a UK-based provider of communications and AI software solutions. This acquisition expands Enghouse Interactive's product portfolio by adding Aculab's CPaaS solution and AI-driven products, enhancing their gateway business. The acquisition aims to leverage synergies between the companies to broaden Enghouse's market reach.

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Partnership

Enghouse announces expansion of our cloud contact center technology in the Middle East through our partnership with Voxtron - Enghouse Interactive

Enghouse Interactive has formed a strategic partnership with Voxtron to expand its cloud contact center technology in the Middle East. The collaboration introduces Voxvantage Cloud Contact Center as a Service (CCaaS), leveraging Enghouse's advanced technology. The launch event will be held at the Grand Hyatt Dubai, featuring key speakers and discussions on enhancing customer experiences in the region.

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Product

Enghouse Launches its Next-Generation EnghouseAI Suite - Enghouse Interactive

Enghouse Interactive has launched the EnghouseAI Suite, a next-generation AI product designed to enhance contact center capabilities. The suite offers real-time assistance, automated coaching, and evaluation tools, and provides actionable insights from customer interactions. It aims to improve agent productivity and transform customer engagements into growth opportunities.

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M&A

Enghouse Acquires Aculab PLC

Enghouse has acquired Aculab PLC.

Read more →

Enghouse Interactive Profile

Company Name

Enghouse Interactive

Company Website

//enghouseinteractive.com

HQ Location

Phoenix, AZ

Employees

501-1000

Social

Facebook Linkedin Twitter

Financials

PRIVATE