Enghouse Interactive Contact Centers vs. Genesys IVR

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.

Incentivized

Genesys IVR is an industry-leading IVR application. IVR is one of the core features of a contact center system and Genesys IVR plays an important role in Genesy's offering. The capability to customize it using code, and its ability to write complex backend logic, makes it a very powerful application capable of providing the end-users a plethora of options and enhancing the end-users CX.

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

• Route large volume of clients to the correct queue
• Enable customization of IVR messages and routing
• Enable flexibility to control which specific clients get routed to with teams or agents.

Incentivized

• Improve chatbots functionality.
• Remote working.
• Modern looking interface.

Incentivized

• UI Could be made more user friendly
• Better reporting capabilities
• Code Versioning

Incentivized

Price. Easy to use. Support.

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

Tested this software. I did not find it met our business needs

Incentivized

• Remote working.
• Expensive custom reporting.
• Limited teams integration.

Incentivized

• Enhanced CX
• A useful touchpoint in the customer journey
• Taking Digital Banking to the next level

Incentivized