What users are saying about
24 Ratings
7 Ratings
24 Ratings
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Score 8.1 out of 100
7 Ratings
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Score 8 out of 100

Feature Set Ratings

  • Cisco Finesse ranks higher in 2 feature sets: Contact Center Software, Workforce Optimization (WFO)

Contact Center Software

8.4

Cisco Finesse

84%
8.0

Eclipse CMS4

80%
Cisco Finesse ranks higher in 12/13 features

Agent dashboard

8.4
84%
8 Ratings
8.0
80%
1 Rating

Validate callers

8.7
87%
7 Ratings
8.0
80%
1 Rating

Outbound response

7.9
79%
8 Ratings
8.0
80%
1 Rating

Call forwarding

8.7
87%
7 Ratings
8.0
80%
1 Rating

Click-to-call (CTC)

8.2
82%
5 Ratings
8.0
80%
1 Rating

Warm transfer

8.4
84%
6 Ratings
8.0
80%
1 Rating

Predictive dialing

8.2
82%
6 Ratings
8.0
80%
1 Rating

Interactive voice response

8.5
85%
5 Ratings
8.0
80%
1 Rating

REST APIs

8.4
84%
4 Ratings
8.0
80%
1 Rating

Call scripts

8.0
80%
5 Ratings
8.0
80%
1 Rating

Call tracking

8.4
84%
8 Ratings
8.0
80%
1 Rating

Multichannel integration

8.5
85%
5 Ratings
8.0
80%
1 Rating

CRM software integration

8.5
85%
5 Ratings
8.0
80%
1 Rating

Workforce Optimization (WFO)

8.3

Cisco Finesse

83%
8.0

Eclipse CMS4

80%
Cisco Finesse ranks higher in 8/9 features

Inbound call routing

8.1
81%
8 Ratings
8.0
80%
1 Rating

Omnichannel inbound routing

7.7
77%
4 Ratings
8.0
80%
1 Rating

Recording

8.2
82%
7 Ratings
8.0
80%
1 Rating

Quality management

9.0
90%
6 Ratings
8.0
80%
1 Rating

Call analytics

8.2
82%
7 Ratings
8.0
80%
1 Rating

Historical reporting

8.5
85%
7 Ratings
8.0
80%
1 Rating

Live reporting

8.5
85%
7 Ratings
8.0
80%
1 Rating

Customer surveys

8.8
88%
6 Ratings
8.0
80%
1 Rating

Customer interaction analytics

8.0
80%
5 Ratings
8.0
80%
1 Rating

Attribute Ratings

  • Cisco Finesse is rated higher in 1 area: Likelihood to Recommend

Likelihood to Recommend

8.4

Cisco Finesse

84%
8 Ratings
8.0

Eclipse CMS4

80%
2 Ratings

Support Rating

10.0

Cisco Finesse

100%
2 Ratings

Eclipse CMS4

N/A
0 Ratings

Likelihood to Recommend

Cisco Finesse

Cisco Finesse offers an exceptional user experience collaboration software that achieves customer satisfaction from the first moment with easy access and a unique customizable interface that offers easy access to multiple assets and information sources allowing the advancement of processes saving time and improving the relationship with the clients helping to guarantee a fast and accurate service. It is a software that allows the interaction with the client in a professional and efficient way with a transparent integration with the Cisco Collaboration portfolio with traditional functions and access to information quickly and safely.
Sara Estevez | 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

Cisco Finesse

  • 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...]
Anonymous | 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

Cisco Finesse

  • Cisco Finesse is a seamless customer service platform that works with security and precision, a completely online service with fascinating contact center features that require no installation from the customer and the results are still 100% reducing costs with an Improved user experience Chrome, Firefox, and Edge browser support for agents, supervisors and customer service managers, features are flexible and great.
Sara Estevez | 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

Cisco Finesse

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

Support Rating

Cisco Finesse

Cisco Finesse 10.0
Based on 2 answers
We have hardly had any problems, but the attention provided when we need support has been very fast and effective
Arturo Lopez | TrustRadius Reviewer

Eclipse CMS4

No score
No answers yet
No answers on this topic

Alternatives Considered

Cisco Finesse

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.
Dominic Farrow | TrustRadius Reviewer

Eclipse CMS4

Yaron Lavi | TrustRadius Reviewer

Return on Investment

Cisco Finesse

  • Cisco brought us into the modern world of calls and call recording capabilities.
  • Cisco's crashes would cripple operations at times.
  • Overall functionality for visibility was a vast improvement from Avaya.
Anonymous | 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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