We are happy to share some insights about Enghouse Interactive drawn from our latest market research, Ventana Research Buyers Guide: Contact Center Suites, which assesses how well vendors’ offerings meet buyers’ requirements.
We recently published three Ventana Research 2023 Contact Center Suites Buyers Guides, an assessment of technology vendors and products that provide individual and combined 
contact center and agent management platform support. We developed three technology assessment and buyers guides to focus on overall Contact Center Suites requirements as well as specific Agent Management and Contact Center use-cases.
In all of our Buyers Guides we utilize a structured research methodology called the Value Index that includes evaluation categories designed to reflect real-world criteria incorporated in a request for proposal (RFP) and vendor selection process for contact center suites. We evaluated Enghouse Interactive and 21 other vendors in seven categories, five relevant to the product (adaptability, capability, manageability, reliability and usability) and two related to the vendor (TCO/ROI and vendor validation). To arrive at the Value Index rating for a given vendor, we weighted each category to reflect its relative importance in an RFP process, with the weightings based on our experience and on data derived from our benchmark research on contact center suites and agent management.
In the overall Contact Center Suites Buyers Guide, our analysis classified Enghouse Interactive as a vendor of Merit, ranking 15th in the overall research with a 53.5% performance. Enghouse Interactive’s 
best performance came in Product Experience at 52.2%, ranking 15th, due in part to its 13th-place ranking in Capability. In Customer Experience, Enghouse Interactive placed 20th at 59.4% due to low performance in Validation. Enghouse Interactive did not participate in the RFI process.
Enghouse Interactive’s Product Experience was impacted by its 37.6% performance in Manageability, where it needs to improve the breadth and depth of capability for routine technology administration. It also needs better transparency around its security and privacy features and to better document its commitment to uptime and SLAs. Customer Experience was impacted by its 59.2% performance in Validation, where it could better demonstrate customer commitment with case studies and referenceable customers.
Enghouse Interactive performed best in Product Experience, notably in Capability, where its 57.2% performance was due to its strong integrations with collaboration and communication tools. In addition, Enghouse Interactive’s strong basic call routing led to its performance in Capability.
In the Contact Centers Buyers Guide, our analysis classified Enghouse Interactive as a vendor of Merit, ranking 15th in the overall research with a 53.6% performance. Enghouse Interactive’s best performance came in
Product Experience at 52.2%, ranking 14th, due in part to its 12th-place ranking in Capability. In Customer Experience, Enghouse Interactive placed 19th at 59.4% due to low performance in Validation. Enghouse Interactive did not participate in the RFI process.
Enghouse Interactive’s Product Experience was impacted by its 36.3% performance in Usability, where it needs to enhance the overall user experience to make it easier to navigate.
Customer Experience was impacted by its 59.2% performance in Validation, where it could showcase more customer stories to tell the benefits of using its products.
Enghouse Interactive performed best in Product Experience, notably in Capability, where its 58.0% performance was due to its good workforce management platform. In addition, Enghouse Interactive’s scalability and performance aspects led to its 61.6% performance in Reliability. The company also scored well on questions of how it supports its own customers in the onboarding and post-sales processes.
Enghouse Interactive did not meet the inclusion criteria for the Agent Management Buyers Guide and thus was not included.
This assessment was based on Enghouse CCaaS, Contact Center for Enterprise, Contact Center for SMB and was available in July of 2023.
This research-based index is the most comprehensive assessment of the value of contact center suites software in the industry. Technology buyers can learn more about how to use our Buyers Guide by clicking here and included vendors that wish to learn more can click here. Click below to read the individual reports:
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