Enghouse Interactive

Name

Enghouse Interactive

Legal name

Enghouse Interactive

Website

https://enghouseinteractive.com

Company type

Private

Founded year

1990

Operating status

Operating

Headcount range

501–1,000 employees

Ownership category

akta.pro rank

Product category

Contact Center Software (CCaaS)

NAICS

Software Publishers (513210), Software Publishers (5132), Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services (51821)

SIC

Services-Telephone Interconnect Systems (7385), Services-Computer Programming, Data Processing, Etc. (7370), Services-Computer Programming Services (7371)

akta.pro primary industry

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF)

akta.pro secondary industries

AI & Automation in Customer Service (Chatbots, Agent Assist) (EDABACAO), Contact Center Operations & Tools (ACD/IVR/CRM/WFM) (EDABACAA), AI/ML Engineering & Model Development Services (BPAEAHAF)

Keywords

• Contact center software
• Cloud contact center
• Workforce engagement management
• AI quality management
• Attendant console solutions

Headquarters

HQ city

Phoenix

HQ country

United States

HQ region

North America

Offices9 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

Personnel, Technology or R&D, Marketing or Sales, Operations, Infrastructure

Revenue model

1. Contact Center Software Licenses: Sale of contact center software solutions including CCaaS cloud subscriptions, on-premises licenses, and hybrid deployment options. Provides the benefit of a comprehensive, operationally-flexible contact center solution without the headaches of owning it.
2. Professional Services: Implementation, consulting, training and development services to support software deployment and customer success.
3. Support and Maintenance: Customer support services including support portal access for ongoing maintenance and issue resolution.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels6 records

Core offering

Enghouse Interactive develops and sells omnichannel contact center software, available as cloud-based CCaaS, on-premises, or hybrid deployments. The portfolio includes the EnghouseAI suite for AI-powered automation and insights, workforce engagement management (WFM, quality management, agent training), outbound and predictive dialing, IVR/self-service, attendant console solutions for Microsoft Teams, Cisco, Avaya, and Ribbon, as well as video collaboration and control room communications. Solutions are sold direct to enterprise customers and through a global channel partner ecosystem across nine regional markets.

Product overview

Enghouse Interactive provides a comprehensive contact center software portfolio with over 35 years of industry experience, offering both cloud-based CCaaS (Enghouse Cloud Contact Center) and on-premises/private cloud deployment options. The core platform centers around CxEngage for omnichannel customer engagement, complemented by the EnghouseAI suite for AI-powered automation and insights. Key modules include AI Quality Management for evaluating 100% of agent interactions, AI Insights Voice of the Customer (VoC) for analytics, Recording & Quality Management for compliance and coaching, Workforce Management (WFM) for staffing optimization, and Outbound Communications with predictive dialing. The ecosystem is extended through integrations with Microsoft Teams, Cisco, Avaya, and Ribbon via attendant console solutions, plus CRM Connector and CTI Connector for enterprise system integration. Additional capabilities encompass self-service IVR with speech recognition and voice biometrics, knowledge management, video conferencing via Vidyo, and industry-specific solutions for financial services, healthcare, public sector, and media sectors. The portfolio includes acquired brands like Altitude Xperience, positioning Enghouse as a provider of choice and flexibility in contact center solutions.

Differentiator

Problem solved

Functional benefit

Brands

• EnghouseAI: AI-powered automation and insights platform for customer experience optimization
• CxEngage
• ContaCT Highway

Products and services

• Omnichannel Contact Center Comprehensive contact center solution supporting multiple customer engagement channels including voice, chat, email, and social. Sold to enterprise and mid-market organizations across financial services, healthcare, public sector, BPO, and media verticals.
• Enghouse Cloud Contact Center (CCaaS) Cloud Contact Center as a Service (CCaaS) platform providing omnichannel customer engagement via voice, chat, email, and social channels for contact centers of all sizes.
• On Premises/Private Cloud Contact Center On-premises or private cloud contact center software for organizations requiring fully self-managed deployment. Targeted at enterprises with strict data residency, security, or compliance requirements.
• White Label Contact Center White-label contact center solution sold to service providers, BPOs, and telecom operators who resell contact center capabilities to their own end customers.
• EnghouseAI AI suite for contact centers providing AI-powered automation, insights, AI Quality Management, and AI Insights Voice of the Customer to optimize processes, agent performance, and business outcomes.
• AI Insights Voice of the Customer (VoC) AI-powered analytics solution that listens, understands, and acts on customer feedback to optimize processes, services, and resources.
• AI Quality Management AI-powered quality management solution that evaluates 100% of agent interactions consistently, comprehensively, and without bias.
• Workforce Management (WFM) Workforce management solution for staffing, scheduling, and skills-based agent optimization to reduce costs and improve customer experience in contact center operations.
• Predictive Dialing Predictive and automated outbound dialing solution with campaign management and analytics for high-volume outbound contact center operations.
• Attendant Console (for Cisco, Avaya, Ribbon) Attendant/operator console solutions that integrate with Cisco, Avaya, and Ribbon enterprise communication platforms to support enterprise contact center deployments.
• Attendant Console for Microsoft Teams Attendant console solution purpose-built for Microsoft Teams environments, enabling contact center functionality and operator workflows inside Teams.
• IVR and Self-Service Interactive Voice Response (IVR) and self-service solution with speech recognition and voice biometrics that enables automated customer self-service interactions.
• Video Collaboration (Vidyo) Integrated video conferencing and collaboration solution (powered by Vidyo) for customer engagement within the contact center environment.
• Control Rooms Mission-critical communications solution for public sector control rooms serving power utilities, emergency services, and other critical infrastructure operators.
• CxEngage Sub-brand contact center platform offering omnichannel customer engagement capabilities as part of the Enghouse Interactive product portfolio.
• Recording & Quality Management HD call recording solution with keyword indexing, timestamping, and encryption, combined with quality management capabilities for agent coaching and performance optimization.
• Agent Training and Onboarding

Quantifiable outcome

• 100% of agent interactions can be evaluated consistently, comprehensively, and without bias
• +1 more outcomes

Segments8 records

Ideal customer profiles4 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration6 records

AI capability5 records

Feature9 records

Partnerships

Four partnerships are on record, tiered core.

• MicrosoftcoreTechnology or IntegrationMicrosoft Teams integration partnership providing contact center software solutions for Microsoft Teams environments. Includes attendant console solutions specifically designed for Teams, with dedicated product offerings like Competella SaaS for Teams.
• CiscocoreTechnology or IntegrationCisco partnership for attendant console solutions - Enghouse provides attendant console products compatible with Cisco communication platforms, enabling enterprise contact center deployments.
• AvayacoreTechnology or IntegrationAvaya partnership for attendant console solutions - Enghouse provides attendant console products compatible with Avaya communication platforms.
• Ribbon CommunicationscoreTechnology or IntegrationRibbon Communications partnership for attendant console solutions - Enghouse provides attendant console products compatible with Ribbon communication platforms.

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Cisco (Webex Contact Center): Cisco offers Webex Contact Center as part of its broader collaboration and networking portfolio. Enghouse provides attendant console products for Cisco platforms, making it both a partner and a competitor for unified communications buyers evaluating contact center add-ons.
• Avaya: Avaya is a long-established incumbent in enterprise communications and contact center, recently restructured around cloud offerings. Enghouse provides attendant console products for Avaya platforms — a partner-cum-competitor relationship that illustrates both collaboration and overlap in the installed base.
• AWS Contact Center (Amazon Connect): Amazon Connect is the hyperscaler-native CCaaS offering with consumption-based pricing, deep AI/ML integration (Lex, Bedrock), and AWS-native infrastructure. Represents a structural competitive threat particularly for the cloud portion of Enghouse's portfolio, given AWS's scale advantages in compute, AI services, and channel reach.
• Microsoft Dynamics 365 Customer Service: Microsoft's Dynamics 365 Customer Service and Teams-native contact center capabilities are increasingly bundled into the Microsoft ecosystem. While Enghouse partners with Microsoft for Teams integration, Dynamics 365 represents a long-term competitive threat as Microsoft extends its own contact center functionality.

Direct peers

• Genesys: Genesys is one of the largest pure-play CCaaS and customer experience platform vendors globally, offering Genesys Cloud and on-prem solutions with omnichannel routing, AI, WEM, and analytics. Directly competes with Enghouse Interactive across enterprise contact center deals and is a recognized market leader with comparable product breadth.
• Vonage (now part of Ericsson): Vonage (acquired by Ericsson) offers Vonage Contact Center (VCC) as a CCaaS solution with APIs and CPaaS capabilities, competing for mid-market and enterprise deployments. Comparable in product scope to Enghouse's CCaaS plus integrations offering.
• Five9: Five9 is a cloud-native CCaaS leader targeting mid-market and enterprise with AI-driven automation, omnichannel routing, and a SaaS delivery model. Direct competitor in the cloud CCaaS segment where Enghouse is transitioning from its on-prem heritage.
• NICE inContact (CXone): NICE's CXone is a leading cloud-native CCaaS platform with workforce engagement, analytics, and AI capabilities, directly competing with Enghouse across enterprise and mid-market segments. NICE is publicly traded and frequently cited as a market leader alongside Cisco and Avaya.
• 8x8: 8x8 provides cloud contact center, voice, video, and chat solutions bundled as a UCaaS+CCaaS platform. Directly competes for mid-market and enterprise deployments, particularly where buyers want a single-vendor UC+CC bundle similar to Enghouse's Microsoft Teams positioning.

Emerging players

• Talkdesk: Talkdesk is a venture-backed cloud-native CCaaS challenger with strong AI capabilities (Talkdesk Ascend AI, Autopilot) targeting enterprise and mid-market. An emerging competitor where Enghouse must differentiate on deployment flexibility and European/regulated vertical depth.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights7 records

Customer concentration

• YouTubeyoutube.com/@EnghouseInteractive
• Facebookfacebook.com/EnghouseInteractive
• LinkedInlinkedin.com/company/enghouse-interactive
• Xx.com/EnghouseInterac

Revenue estimate

Valuation estimate

Number of profiles

Profiles3 records

Subsidiaries1 record

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A2 records

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Enghouse Interactive