What users are saying about
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Top Rated
177 Ratings
7 Ratings

8x8 Contact Center

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Top Rated
177 Ratings
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Score 7.7 out of 100
7 Ratings
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Score 8 out of 100

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

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

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.
Amye Roberson | TrustRadius Reviewer

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.
Macarena Medina | TrustRadius Reviewer

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.
Gary Savage | TrustRadius Reviewer

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.
Yaron Lavi | TrustRadius Reviewer

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.
Anonymous | TrustRadius Reviewer

Eclipse 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.
Macarena Medina | TrustRadius Reviewer

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!!
Kelly Disera | TrustRadius Reviewer

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.
Chris Nguyen | TrustRadius Reviewer

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
Amye Roberson | TrustRadius Reviewer

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.
Chris Bugg | TrustRadius Reviewer

Eclipse CMS4

Yaron Lavi | TrustRadius Reviewer

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.
Keith Simpson | TrustRadius Reviewer

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.
Michael Furman | TrustRadius Reviewer

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.
Macarena Medina | TrustRadius Reviewer

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