What users are saying about

8x8 Virtual Contact Center

6 Ratings
Score 7.5 out of 101

Eclipse CMS

5 Ratings
Score 5.1 out of 101

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Likelihood to Recommend

8x8 Virtual Contact Center

It works well in the model which we're using it for which is an 'overflow' situation. It would work fine for people calling in and choosing various options to get routed to different groups. It is scalable and flexible to use for various workflows. What I can't speak to is the limitations of the scalability. So I can't speak to using this on a larger level.
Bryan Simms profile photo

Eclipse CMS

if your organization's work is developing software with JAVA, this is definitely one of the candidates to consider.
Yaron Lavi profile photo

Feature Rating Comparison

Contact Center Software

8x8 Virtual Contact Center
8.8
Eclipse CMS
Agent dashboard
8x8 Virtual Contact Center
8.0
Eclipse CMS
Validate callers
8x8 Virtual Contact Center
9.0
Eclipse CMS
Outbound response
8x8 Virtual Contact Center
10.0
Eclipse CMS
Call forwarding
8x8 Virtual Contact Center
10.0
Eclipse CMS
Click-to-call (CTC)
8x8 Virtual Contact Center
8.0
Eclipse CMS
Warm transfer
8x8 Virtual Contact Center
9.0
Eclipse CMS
Predictive dialing
8x8 Virtual Contact Center
8.0
Eclipse CMS
Interactive voice response
8x8 Virtual Contact Center
8.0
Eclipse CMS
Call scripts
8x8 Virtual Contact Center
9.0
Eclipse CMS
Call tracking
8x8 Virtual Contact Center
9.0
Eclipse CMS

Workforce Optimization (WFO)

8x8 Virtual Contact Center
8.8
Eclipse CMS
Inbound call routing
8x8 Virtual Contact Center
10.0
Eclipse CMS
Recording
8x8 Virtual Contact Center
9.0
Eclipse CMS
Quality management
8x8 Virtual Contact Center
9.0
Eclipse CMS
Call analytics
8x8 Virtual Contact Center
8.0
Eclipse CMS
Historical reporting
8x8 Virtual Contact Center
7.5
Eclipse CMS
Live reporting
8x8 Virtual Contact Center
9.0
Eclipse CMS

Pros

  • Makes it easy for patients to get routed to additional employees to take their call.
  • Fairly easy and intuitive interface for staff to track calls taken, time required, and end result.
  • Has the flexibility to manage multiple workflows for multiple lines of business or needs.
Bryan Simms profile photo
  • 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 profile photo

Cons

  • For our business needs and workflow the Virtual Contact Center does not have sufficient deficiencies that warrant pointing out. We'd be nitpicking at that point.
Bryan Simms profile photo
  • The IDE is clunky, hard to get around.
  • Quite a steep learning curve.
Yaron Lavi profile photo

Alternatives Considered

We made our decision over a decade ago and have not considered anything else since.
Ron Peri profile photo
Yaron Lavi profile photo

Return on Investment

  • There are very few missed calls across 1/3 of our locations so we can safely state that customer service has improved across that group of locations.
  • Fewer missed calls leads to an increase in appointments scheduled which leads to more staff being booked and more revenue for the company.
Bryan Simms profile photo
  • It streamlined the development work.
  • Same training can be applied to all developers.
  • Relatively modern IDE that facilitates faster implementation times.
Yaron Lavi profile photo

Pricing Details

8x8 Virtual Contact Center

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
No
Additional Pricing Details

Eclipse CMS

General
Free Trial
Free/Freemium Version
Premium Consulting/Integration Services
Entry-level set up fee?
Additional Pricing Details