Amazon Connect vs. Datatrack Eclipse CMS4

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Amazon Connect
Score 8.0 out of 10
N/A
Launched in 2017 and available on AWS, Amazon Connect is a cloud-based omnichannel contact center designed to provide a seamless experience across voice and website live chat, featuring skills-based routing, task tracking, and analytic tools to track customer interactions, or evaluate agent activity. It can support office-based or virtual contact centers. The service is pay-per-usage, per feature.
$0
per profile/per month
Eclipse CMS4
Score 8.0 out of 10
N/A
Eclipse CMS4 is a call management system from Datatrack, a UK-based software development company. Eclipse CMS4 assists with capacity management, performance monitoring, call accounting, and other tasks related to telephony efficiency.N/A
Pricing
Amazon ConnectDatatrack Eclipse CMS4
Editions & Modules
Customer Profiles
$0.0025
per profile/per month
Chat
$0
per message
Contact Lens (5 million+ monthly minutes)
$0.0125
per minute
Contact Lens (first 5 million monthly minutes)
$0.015
per minute
Voice
$0.02
per minute
Voice ID
$0.025
per transaction
Tasks
$0.04
per task
No answers on this topic
Offerings
Pricing Offerings
Amazon ConnectEclipse CMS4
Free Trial
YesNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Amazon ConnectDatatrack Eclipse CMS4
Considered Both Products
Amazon Connect

No answer on this topic

Eclipse CMS4
Chose Datatrack Eclipse CMS4
Datatrack Eclipse CMS4 is the most intelligent thing that we have used in our organization, obtaining great results in the relationship with our clients, it is a call management software that facilitates the way in which we connect with our clients, increasing the productivity …
Top Pros
Top Cons
Features
Amazon ConnectDatatrack Eclipse CMS4
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Amazon Connect
7.2
4 Ratings
15% below category average
Datatrack Eclipse CMS4
8.0
1 Ratings
4% below category average
Agent dashboard5.34 Ratings8.01 Ratings
Validate callers7.14 Ratings8.01 Ratings
Outbound response7.24 Ratings8.01 Ratings
Call forwarding7.14 Ratings8.01 Ratings
Click-to-call (CTC)7.14 Ratings8.01 Ratings
Warm transfer8.94 Ratings8.01 Ratings
Predictive dialing5.13 Ratings8.01 Ratings
Interactive voice response6.24 Ratings8.01 Ratings
REST APIs9.03 Ratings8.01 Ratings
Call scripts5.34 Ratings8.01 Ratings
Call tracking7.24 Ratings8.01 Ratings
Multichannel integration9.14 Ratings8.01 Ratings
CRM software integration8.94 Ratings8.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Amazon Connect
5.9
4 Ratings
33% below category average
Datatrack Eclipse CMS4
8.0
1 Ratings
3% below category average
Inbound call routing9.04 Ratings8.01 Ratings
Omnichannel inbound routing5.34 Ratings8.01 Ratings
Recording7.24 Ratings8.01 Ratings
Quality management7.14 Ratings8.01 Ratings
Call analytics3.44 Ratings8.01 Ratings
Historical reporting5.34 Ratings8.01 Ratings
Live reporting5.34 Ratings8.01 Ratings
Customer surveys5.34 Ratings8.01 Ratings
Customer interaction analytics5.34 Ratings8.01 Ratings
Best Alternatives
Amazon ConnectDatatrack Eclipse CMS4
Small Businesses
CloudTalk
CloudTalk
Score 9.4 out of 10
CloudTalk
CloudTalk
Score 9.4 out of 10
Medium-sized Companies
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 10.0 out of 10
Enterprises
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
Google Cloud Contact Center AI
Google Cloud Contact Center AI
Score 8.9 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Amazon ConnectDatatrack Eclipse CMS4
Likelihood to Recommend
7.2
(4 ratings)
8.0
(2 ratings)
User Testimonials
Amazon ConnectDatatrack Eclipse CMS4
Likelihood to Recommend
Amazon AWS
Our company is a startup that is just starting to get wholesale customers. When we realized our customers needed support using our products, we set up a Contact Center via Amazon Connect. It has been very useful in allowing us to scale up very quickly, and provide services to our company as if we were a large corporation.
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Datatrack
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.
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Pros
Amazon AWS
  • Auto call distribution.
  • Web based scripting.
  • Easy chat deployment.
  • Call Recording.
  • Customer heat check.
  • Detailed reporting.
  • Live monitoring.
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Datatrack
  • 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.
Read full review
Cons
Amazon AWS
  • On reports and analytics, [I feel] Amazon Connect is slightly behind, and it should be perfected.
  • [In my experience], Amazon Connect lacks social platform integration, which is convenient and resourceful currently.
  • [I believe] Amazon Connect should include a queue management feature, for the call centers and customer help.
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Datatrack
  • 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.
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Alternatives Considered
Amazon AWS
We worked through a Request For Proposal to check different Contact Center platforms, we evaluated Talkdesk, Amazon Connect and Genesys PureConnect, all of them as a SaaS platforms, and trying to go to a pay per use model. The best option for us was Amazon Connect, with a pure pay per use model according to the minutes of use, instead of the number of agents. As our goal was to automate the maximum number of contacts, we didn't want a license model based in the number of agents
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Datatrack
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Return on Investment
Amazon AWS
  • Amazon Collect has allowed us to scale quickly and retain flexibility.
  • Amazon Collect has allowed us to provide omnichannel support as if we were a larger corporation.
  • Amazon Collect has allowed us to retain productivity.
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Datatrack
  • 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.
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ScreenShots