Altitude uCI vs. Enghouse Interactive Contact Centers

• Both inbound and outbound interactions for telephony, social media (Twitter and Facebook out of the box), email, chat and more.
• Powerful predictive dialing--gives the option to change between dialing modes without interruptions.
• Offers the possibility to load customer data and tie interactions with specific customers to get a better idea of the customer's journey.
• Offers the possibility to save interaction outcomes and present them in monitoring and reports.
• Cannot replace a corporate PBX.

Incentivized

Enghouse Interactive Contact Centers is well suited for organizations with existing Microsoft solutions e.g. Lync/Skype for business infrastructure/Teams, Those who run Busy (1000+ calls/day) OMNI channel contact centres and depend on quality management/Quality assurance. I would say less appropriate for small to medium organizations that do not have existing PABX infrastructure.

Incentivized

• Predictive outbound
• Offers a reliable CRM-lite option
• GDPR platform module
• Customizable reports
• Powerful IVR flows with many options
• Web-based management and agent applications available

Incentivized

• Allows management to easily monitor activity for calls, callers, users, and queue management
• Relatively simple UI allows users to effectively manage their communication sessions
• Provides in-depth insights to communication and work activity metrics

Incentivized

• User interface
• Offers no direct access to its database
• Support responsiveness could be better

Incentivized

• Sound Alerts
• Detail of who hangs up the call
• Less expensive support

Incentivized

Price. Easy to use. Support.

Incentivized

Altitude uCI offers some CRM capabilities that Genesys Cloud does not. It offers the option to store multi-dimensional interaction outcomes and presents them in reports. Altitude uCI agent scripts can be more elaborate than Genesys Could ones, and its reports are fully customizable. While Genesys Cloud is moving toward that direction, it still doesn't offer the level of customizability Altitude Xperience does.

Incentivized

Enghouse Interactive Contact Centers compared to Zeacom is very powerful in terms of features. The support for integrating with third-party software/hardware is better, and it is much simpler to use because less training is required to upskill the contact center staff. Comes with a lot of documentation and interactive guides/manuals.

Incentivized

• Reliable prediction improves productivity
• Multichannel integration offers an all-in-one solution
• Offers its own custom-made PBX solution that is more reasonably priced than standalone PBX solutions
• Can work with existing corporate PBXs (Cisco, Alcatel, Avaya)

Incentivized

• Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
• The time spent managing server blips and failovers remains a detractor for our teams.

Incentivized