What users are saying about
8x8 Contact Center
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Top Rated
177 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 7.7 out of 100
Based on 177 reviews and ratings
7 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>Score 8 out of 100
Based on 7 reviews and ratings
Feature Set Ratings
- 8x8 Contact Center ranks higher in 1 feature set: Workforce Optimization (WFO)
- Datatrack Eclipse CMS4 ranks higher in 1 feature set: Contact Center Software
Contact Center Software
7.4
8x8 Contact Center
74%
8.0
Eclipse CMS4
80%
Datatrack Eclipse CMS4 ranks higher in 10/13 features
Datatrack Eclipse CMS4 ranks higher in 10/13 features
Agent dashboard
8.0
80%
69 Ratings
8.0
80%
1 Rating
Validate callers
7.0
70%
62 Ratings
8.0
80%
1 Rating
Outbound response
8.3
83%
59 Ratings
8.0
80%
1 Rating
Call forwarding
7.8
78%
77 Ratings
8.0
80%
1 Rating
Click-to-call (CTC)
6.6
66%
41 Ratings
8.0
80%
1 Rating
Warm transfer
8.3
83%
71 Ratings
8.0
80%
1 Rating
Predictive dialing
6.6
66%
28 Ratings
8.0
80%
1 Rating
Interactive voice response
7.6
76%
41 Ratings
8.0
80%
1 Rating
REST APIs
7.2
72%
25 Ratings
8.0
80%
1 Rating
Call scripts
7.6
76%
40 Ratings
8.0
80%
1 Rating
Call tracking
6.9
69%
67 Ratings
8.0
80%
1 Rating
Multichannel integration
8.4
84%
37 Ratings
8.0
80%
1 Rating
CRM software integration
6.2
62%
36 Ratings
8.0
80%
1 Rating
Workforce Optimization (WFO)
8.2
8x8 Contact Center
82%
8.0
Eclipse CMS4
80%
8x8 Contact Center ranks higher in 5/9 features
8x8 Contact Center ranks higher in 5/9 features
Inbound call routing
8.6
86%
64 Ratings
8.0
80%
1 Rating
Omnichannel inbound routing
9.1
91%
32 Ratings
8.0
80%
1 Rating
Recording
8.1
81%
62 Ratings
8.0
80%
1 Rating
Quality management
7.3
73%
60 Ratings
8.0
80%
1 Rating
Call analytics
7.8
78%
63 Ratings
8.0
80%
1 Rating
Historical reporting
8.2
82%
57 Ratings
8.0
80%
1 Rating
Live reporting
9.0
90%
1 Rating
8.0
80%
1 Rating
Customer surveys
7.6
76%
27 Ratings
8.0
80%
1 Rating
Customer interaction analytics
N/A
0 Ratings
8.0
80%
1 Rating
Attribute Ratings
- Datatrack Eclipse CMS4 is rated higher in 1 area: Likelihood to Recommend
Likelihood to Recommend
7.9
8x8 Contact Center
79%
84 Ratings
8.0
Eclipse CMS4
80%
2 Ratings
Likelihood to Renew
9.1
8x8 Contact Center
91%
1 Rating
Eclipse CMS4
N/A
0 Ratings
Usability
8.1
8x8 Contact Center
81%
16 Ratings
Eclipse CMS4
N/A
0 Ratings
Support Rating
6.4
8x8 Contact Center
64%
73 Ratings
Eclipse CMS4
N/A
0 Ratings
Implementation Rating
9.1
8x8 Contact Center
91%
1 Rating
Eclipse CMS4
N/A
0 Ratings
Contract Terms and Pricing Model
7.3
8x8 Contact Center
73%
1 Rating
Eclipse CMS4
N/A
0 Ratings
Likelihood to Recommend
8x8 Contact Center
8x8 Contact Center has made my Care Center run much more efficiently. It is a move that I wish we had made many years ago. There have not been any days that we have had a disruption in service and the quality of the calls are always perfect.
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Eclipse CMS4
It is a call management software that helps us understand and manage important services for our customers with call management, alarm management and remote access with maximum focus. It is a fundamental service in our organization to streamline business processes in the most intelligent and secure way possible, obtaining automatic reports managing call volumes, response times and routing.
Recursos humanos
IED MadridHigher Education, 51-200 employees
Pros
8x8 Contact Center
- Tracks all inbound and outbound calls from our organization.
- Gives us the ability to record and review calls.
- Gives the user the ability to receive phone call either via computer, cell phone, or polycom phone when in-house - all received from the same static number/extension.
Full Stack Engineer
AMS Construction PartsConstruction, 51-200 employees
Eclipse CMS4
- It is the mainly used IDE for JAVA developers.
- It has good integration with most source control software products like Perforce, GIT, RTC or even TFS.
- Relatively nice user interface.
Head of R&D, ACC Division
Applied MaterialsSemiconductors, 10,001+ employees
Cons
8x8 Contact Center
- Post-sale support through the online ticket system is painfully slow.
- It's hard to get in contact with people for license help and understanding why phone numbers are not properly distributed in your account. i.e. Our account has 48 free local numbers and we had to purchase 120 additional numbers. But for some reason only 25 of the 48 free numbers are being utilized, and there's no good way in the Admin UI to see which numbers are which, or reallocate paid numbers into those 'free' slots.
- The system has bugs which pop up from time to time such as when a user uses the 'Do Not Disturb' option in their app or on their phone - it does not always turn off on the back-end of the system, even though the phone or app shows the user as available. This causes inbound phone calls to be routed directly to Voicemail, and the only notice the user has is when someone reaches out by other means to say "Why is your phone going directly to voicemail?" - which initiates a service ticket for IT who cannot see this in the admin center. And unless 'flipping' DND on then off again fixes it, it requires a ticket with 8x8 which is, as mentioned before, slow.

Verified User
Technician in Information Technology
Marketing & Advertising Company, 51-200 employeesEclipse CMS4
- Datatrack Eclipse CMS4 It is a call system that offers the ease of managing service systems for our clients through flexible and intuitive features, a secure and intelligent platform that provides immediate solutions and excellent services.
Recursos humanos
IED MadridHigher Education, 51-200 employees
Pricing Details
8x8 Contact Center
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Eclipse CMS4
General
Free Trial
—Free/Freemium Version
—Premium Consulting/Integration Services
—Entry-level set up fee?
No
Starting Price
—Usability
8x8 Contact Center
8x8 Contact Center 8.1
Based on 16 answers
The system is flexible, adaptable and easy to use and research. Once again the reporting is fantastic and gives up the information we need to be successful and even make changes or tweaks. The 8x8 Contact Center team is there to assist with questions when needed or to help get through an issue. Charlie Knutson is the best!!
Call Center Manager
AUS UrologyHospital & Health Care, 51-200 employees
Eclipse CMS4
No score
No answers yet
No answers on this topic
Support Rating
8x8 Contact Center
8x8 Contact Center 6.4
Based on 73 answers
The initial live support person seems to be just collecting information and is outsourced. Sometimes it is difficult to communicate with them, but going through this process gets me to the right person and having my support ticket opened in order. It's usually very smooth thereafter.
Attorney
Law Office of Chris T. Nguyen, APCLaw Practice, 1-10 employees
Eclipse CMS4
No score
No answers yet
No answers on this topic
Implementation Rating
8x8 Contact Center
8x8 Contact Center 9.1
Based on 1 answer
It was extremely easy
Director of Customer Experience
CingoConsumer Services, 51-200 employees
Eclipse CMS4
No score
No answers yet
No answers on this topic
Alternatives Considered
8x8 Contact Center
Vonage was priced right on the install but escalated as the year went on and by the end of the second year, they had lost the edge they had over many other companies and forced a change by me. We had to work with a single account manager and that was hard when things went wrong on the system. The downtime was minimal with them also.
Principal
Chris Bugg Insuance AgencyInsurance, 1-10 employees
Eclipse CMS4
Head of R&D, ACC Division
Applied MaterialsSemiconductors, 10,001+ employees
Contract Terms and Pricing Model
8x8 Contact Center
8x8 Contact Center 7.3
Based on 1 answer
It is pretty much "Par for the course" with the options out there with other vendors.
VP Business Development
MSP NetworkTelecommunications, 1-10 employees
Eclipse CMS4
No score
No answers yet
No answers on this topic
Return on Investment
8x8 Contact Center
- The ROI for us is measured more within the CSAT and NPS score increase we have seen thus far, both scores have gone up significantly since we have streamlined our process with 8X8.
- We are now focusing our attention on retention with the hopes of seeing a second wave of ROI with 8X8.
Vice President of Customer Support
Age or Learning - ABCmouseE-Learning, 501-1000 employees
Eclipse CMS4
- Datatrack Eclipse CMS4 is a provider of call management solutions with data analysis and timely delivery to provide excellent customer service, it offers the opportunity to reduce the waiting time of our customers by offering immediacy and progress, it is a tool that has had a great impact because it helps us to concentrate and solve the challenges of our clients.
- Thanks to this wonderful call management software, our clients are pleased and the results are positive, a real-time platform that automates processes, being very easy to use, effective, safe and fast.
Recursos humanos
IED MadridHigher Education, 51-200 employees