Enghouse Interactive
Knowledge base software
Contact center knowledge base software
Knowledge management software
Call & contact center software
- Features
- Ease of use
- Ease of management
- Quality of support
- Affordability
- Market presence
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$71 per concurrent agent
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What is Enghouse Interactive
Enghouse Interactive is a contact center and customer communications software suite that supports voice, digital channels, and agent workflows. It is used by customer service and IT teams to run inbound/outbound contact centers, including deployments in regulated and high-availability environments. The portfolio includes options for on-premises, hybrid, and cloud deployments, and it integrates with telephony and enterprise systems. It also includes knowledge and self-service components that support agent assistance and customer-facing help experiences.
Broad contact center capabilities
The product suite covers core contact center functions such as routing, IVR, agent desktop tools, recording/quality features, and multi-channel customer interactions. This breadth supports organizations that prefer a single vendor for telephony-adjacent contact center components. It fits use cases that require both operational tooling and customer interaction management rather than only knowledge content management.
Flexible deployment models
Enghouse Interactive offers cloud, on-premises, and hybrid deployment options across its portfolio. This flexibility can align with data residency, latency, and security requirements that some organizations cannot meet with cloud-only tools. It also supports phased migrations where parts of the contact center move to cloud while other components remain on-premises.
Enterprise integration orientation
The platform is designed to integrate with existing telephony infrastructure and common enterprise systems (for example, CRM and identity services) through connectors and APIs depending on the module. This helps organizations embed contact center workflows into broader customer service processes. It is particularly relevant where integration with existing PBX/SIP environments is a requirement rather than a greenfield deployment.
Portfolio complexity and packaging
Enghouse Interactive is a suite of multiple products and modules, and capabilities can vary by edition and deployment model. Buyers often need careful scoping to understand which components deliver knowledge base versus contact center functions. This can increase evaluation time compared with more narrowly scoped knowledge base or work-management products.
Knowledge features not always primary
While the portfolio includes knowledge and self-service capabilities, the core focus is contact center operations rather than standalone knowledge management. Organizations seeking advanced knowledge authoring, governance, and content lifecycle tooling may need to validate depth against dedicated knowledge base platforms. Some knowledge requirements may be met through integrations or additional modules rather than a single unified knowledge product.
Implementation effort for enterprises
Contact center deployments typically require telephony design, routing configuration, security setup, and integration work, which can be resource-intensive. Larger or regulated environments may require professional services and longer rollout timelines. This can be heavier than adopting lightweight SaaS tools aimed at quick self-service setup.
Plan & Pricing
CxEngage (Enghouse Interactive) — Official pricing published on Enghouse Interactive site:
| Plan | Price | Key features & notes |
|---|---|---|
| Voice | $71 (USD) per concurrent agent price | Basic voice-only capabilities; listed as "Per Concurrent Agent Price" on the CxEngage product page; interaction recording, IVR, reporting; 90 days active storage. |
| Essentials | $91 (USD) per concurrent agent price | Voice + up to 2 digital channels (email/chat/SMS) depending on package; includes administration, reports & dashboards, flow designer; 90 days active storage. |
| Complete | $131 (USD) per concurrent agent price | Includes more digital channels (2 listed), additional capabilities; Screen Recording is listed as an add-on for some tiers; 90 days active storage. |
| Ultimate | $161 (USD) per concurrent agent price | Full omnichannel (all digital channels), full API access & integrations; Quality Management/Workforce Management shown as add-ons in some tiers; 90 days active storage. |
Enghouse CCaaS (Enghouse Interactive site - product/blog content) — published pricing references on Enghouse site (product & blog pages):
| Plan | Price | Key features & notes |
|---|---|---|
| Standard (Enghouse CCaaS) | $109 (USD) per concurrent agent | Described on Enghouse CCaaS-related blog/Q&A as a voice-centric plan; core CCaaS capabilities (voice, IVR, reporting); add-ons for AI insights, WFM, bots, voice branding. |
| Advanced (Enghouse CCaaS) | $139 (USD) per concurrent agent | Described as the omnichannel CCaaS plan; supports voice + chat/email/SMS/social messaging; includes broader omnichannel features. |
Other official-site notes (vendor site content):
- Some older product pages/news mention other product pricing (e.g., TouchPoint Attendant referenced in a 2017 news item with "regular subscription pricing as low as $54/month").
- The Enghouse site prominently offers demos and product-specific trial/registration pages (e.g., a TouchPoint Agent 30-day free trial registration page).
Seller details
Enghouse Systems Limited
Markham, Ontario, Canada
1984
Public
https://www.enghouse.com/
https://x.com/EnghouseSystems
https://www.linkedin.com/company/enghouse-systems/
