Cisco Finesse vs. Datatrack Eclipse CMS4

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
Cisco Finesse
Score 8.7 out of 10
N/A
Cisco Finesse is a product designed to improve customer support delivered via contact centers. Described by Cisco as a next-generation agent and supervisor desktop, Cisco Finesse provides a collaborative experience for communities that interact with your customer service organization. Finesse's user-centric design is stated to enhance satisfaction for your customer-care representatives.N/A
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
Cisco FinesseDatatrack Eclipse CMS4
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Cisco FinesseEclipse CMS4
Free Trial
NoNo
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional Details
More Pricing Information
Community Pulse
Cisco FinesseDatatrack Eclipse CMS4
Considered Both Products
Cisco Finesse

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
Cisco FinesseDatatrack Eclipse CMS4
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Cisco Finesse
8.4
6 Ratings
1% above category average
Datatrack Eclipse CMS4
8.0
1 Ratings
4% below category average
Agent dashboard8.06 Ratings8.01 Ratings
Validate callers8.75 Ratings8.01 Ratings
Outbound response8.16 Ratings8.01 Ratings
Call forwarding9.15 Ratings8.01 Ratings
Click-to-call (CTC)8.93 Ratings8.01 Ratings
Warm transfer8.94 Ratings8.01 Ratings
Predictive dialing8.04 Ratings8.01 Ratings
Interactive voice response8.03 Ratings8.01 Ratings
REST APIs8.02 Ratings8.01 Ratings
Call scripts8.03 Ratings8.01 Ratings
Call tracking8.36 Ratings8.01 Ratings
Multichannel integration8.93 Ratings8.01 Ratings
CRM software integration8.13 Ratings8.01 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Cisco Finesse
8.3
6 Ratings
1% above category average
Datatrack Eclipse CMS4
8.0
1 Ratings
3% below category average
Inbound call routing8.16 Ratings8.01 Ratings
Omnichannel inbound routing7.63 Ratings8.01 Ratings
Recording7.95 Ratings8.01 Ratings
Quality management9.04 Ratings8.01 Ratings
Call analytics8.35 Ratings8.01 Ratings
Historical reporting8.95 Ratings8.01 Ratings
Live reporting8.55 Ratings8.01 Ratings
Customer surveys8.74 Ratings8.01 Ratings
Customer interaction analytics7.43 Ratings8.01 Ratings
Best Alternatives
Cisco FinesseDatatrack 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
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User Ratings
Cisco FinesseDatatrack Eclipse CMS4
Likelihood to Recommend
8.5
(6 ratings)
8.0
(2 ratings)
Support Rating
10.0
(1 ratings)
-
(0 ratings)
User Testimonials
Cisco FinesseDatatrack Eclipse CMS4
Likelihood to Recommend
Cisco
I didn't personally hate working with Finesse as an end-user, but the frequent bugs and crashes were troublesome. While the frequency wasn't daily or weekly, it was enough to be memorable and difficult to work through. At times the software would crash across the board and take 15 minutes to recover, which pending call volumes, could be highly problematic. When it was working I had few issues or complaints.
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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
Cisco
  • Keep detail record of the agent and supervisor activity.
  • Help to create agent and give them access to different teams and different skill groups.
  • Allows the supervisor to keep a track record of the agent different states like ready, not ready, in call, [etc...]
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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.
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Cons
Cisco
  • While adding skill group to the agent a direct find and assign button should be there.
  • In [the] case of multiple skill groups to be added there is a chance of ambiguity [and] different colour code can be used to distinguish.
  • User interface can be improvised.
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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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Support Rating
Cisco
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
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Datatrack
No answers on this topic
Alternatives Considered
Cisco
We used to use Dialpad and it was a great tool. Since switching to Cisco Finesse, we have had no issues with call forwarding, call transfers, or holding. We no longer experience any issues with our callers in the queue or any issues with call playback for quality assurance. Cisco Finesse has made things much easier around the office.
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Datatrack
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Return on Investment
Cisco
  • Cisco Finesse is a pivotal piece of HubSpot's world renowned Customer Support team, seamlessly integrating with our product to deliver our customers the highest level of support.
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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