Freshdesk Contact Center and Enghouse Interactive, An In-Depth Comparison 2024

Comparison Summary

Freshdesk Contact Center: Freshdesk Contact Center offers a customizable cloud PBX system that eliminates the need for phone hardware. It features advanced routing, voice bots, and integrates with leading CRM tools.

Enghouse Interactive: Enghouse Interactive unlocks the power of contact centers by engaging customers across all channels. Personalized experiences are provided at scale, making contact centers a competitive advantage.

Freshdesk Contact Center

Focus area

Freshdesk Contact Center is better than Enghouse Interactive for

tracking & monitoring communications

Software Failure Risk
Software failure risk includes potential risk in compliance, security and potential delays due to integration and migration issue while using this offering ranging from low to high.

medium

Freshdesk Contact Center and Enghouse Interactive: Customer Satisfaction Data

Most deployed common Use Cases for Freshdesk Contact Center and Enghouse Interactive

How can Freshdesk Contact Center and Enghouse Interactive optimize your Helpdesk Management Workflow?

Freshdesk Contact Center and Enghouse Interactive both offer features to manage call center operations and track employee performance. Freshdesk Contact Center is designed for startups and small teams, emphasizing ease of use and cloud-based solutions. Enghouse Interactive focuses on scalability, catering to both small departments and high-volume call centers, and provides comprehensive reporting capabilities.

"...Complete call center solution......" Peer review by Executive Sponsor

"...This is of the utmost importance to our call center staff...." Peer review by Renita Williams, Director Office of Unemployment Insurance, State of Louisiana

What Are the key features of Freshdesk Contact Center and Enghouse Interactive for Engagement Management?

Freshdesk Contact Center offers cloud-based call center features that enable contextual conversations with customers, while Enghouse Interactive provides on-premise solutions for managing customer interactions across multiple channels. Both tools aim to enhance customer engagement through technology and expertise. Freshdesk Contact Center emphasizes affordability and integration with other Freshworks products, while Enghouse Interactive focuses on scalability and personalized customer experiences.

"...Freshcaller is a cloud call center and phone system for every type of business that helps improve customer engagement and collaboration with internal teams...." Peer review

"...But it is refreshing for agents to be trained on the Syntellect CIM system even though they have had no past experience working with customer interaction management software...." Peer review by Isabelle Bignall, Head of Contact Center Services, Cardiff Council

How efficiently Does Freshdesk Contact Center and Enghouse Interactive manage your Communication Management?

Both Freshdesk Contact Center and Enghouse Interactive offer communication management solutions, including call tracking, monitoring, and recording. Freshdesk Contact Center focuses on features like call routing, IVR, and live dashboards for monitoring agent performance. Enghouse Interactive emphasizes a comprehensive approach to customer interaction management, offering solutions for call handling, directory services, and unified communications. However, the comments reveal limitations in Freshdesk Contact Center's support and feature set, such as lack of text messaging capabilities and a current service outage.

"...Its IVR, Call routing, its new revamped Dashboard for monitoring calls and the user friendly interface making it easy to navigate and configure...." Peer review by Lizier J, Technical Support Engineer, Information Technology and Services

"...The company develops a comprehensive portfolio of customer interaction management solutions...." Peer review

How can Freshdesk Contact Center and Enghouse Interactive enhance your Contact List Management process?

Freshdesk Contact Center and Enghouse Interactive both manage contact lists. Freshdesk Contact Center allows users to filter call logs based on various criteria and provides an easy view of each contact's call history. Enghouse Interactive offers powerful search capabilities that connect customers with information, empowering agents with an omni-channel, universal queue, providing complete interaction history.

"...Our service team can contact and call our customers by the system and not use their own phones and phone numbers. ...." Peer review by Tuija M., Chief Development Specialist, Non-Profit Organization Management

"...Affinion International handles customer contacts on behalf of some of the UK s biggest brand clients and the automated service is of critical importance to ensure that during peak call periods, our contact centre delivers best in class responsiveness...." Peer review by Andrew Mutch, Vice President Field Operations, Affinion International