6 Ratings
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Score 6.3 out of 100
2 Ratings
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Score 7.3 out of 100

Likelihood to Recommend

Eclipse CMS4

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

Enghouse Interactive Contact Centers

This solution checks a lot of our boxes for session management and activity monitoring, but ongoing server and failover struggles remain a detractor for our team's use.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Eclipse CMS4
Enghouse Interactive Contact Centers
6.8
Agent dashboard
Eclipse CMS4
Enghouse Interactive Contact Centers
8.0
Validate callers
Eclipse CMS4
Enghouse Interactive Contact Centers
7.0
Outbound response
Eclipse CMS4
Enghouse Interactive Contact Centers
8.0
Call forwarding
Eclipse CMS4
Enghouse Interactive Contact Centers
6.0
Warm transfer
Eclipse CMS4
Enghouse Interactive Contact Centers
4.0
Predictive dialing
Eclipse CMS4
Enghouse Interactive Contact Centers
7.0
Call tracking
Eclipse CMS4
Enghouse Interactive Contact Centers
8.0
Multichannel integration
Eclipse CMS4
Enghouse Interactive Contact Centers
6.0

Workforce Optimization (WFO)

Eclipse CMS4
Enghouse Interactive Contact Centers
7.4
Inbound call routing
Eclipse CMS4
Enghouse Interactive Contact Centers
6.0
Recording
Eclipse CMS4
Enghouse Interactive Contact Centers
6.0
Call analytics
Eclipse CMS4
Enghouse Interactive Contact Centers
9.0
Historical reporting
Eclipse CMS4
Enghouse Interactive Contact Centers
9.0
Customer surveys
Eclipse CMS4
Enghouse Interactive Contact Centers
7.0

Pros

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

Enghouse Interactive Contact Centers

  • Allows management to easily monitor activity for calls, callers, users, and queue management
  • Relatively simple UI allows users to effectively manage their communication sessions
  • Provides in-depth insights to communication and work activity metrics
Anonymous | TrustRadius Reviewer

Cons

Eclipse CMS4

  • The IDE is clunky, hard to get around.
  • Quite a steep learning curve.
Yaron Lavi | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Server redundancy and up-time seem to be a periodic difficulty
  • Error handling requires manual intervention by an advanced user
Anonymous | TrustRadius Reviewer

Alternatives Considered

Eclipse CMS4

Yaron Lavi | TrustRadius Reviewer

Enghouse Interactive Contact Centers

No answers on this topic

Return on Investment

Eclipse CMS4

  • It streamlined the development work.
  • Same training can be applied to all developers.
  • Relatively modern IDE that facilitates faster implementation times.
Yaron Lavi | TrustRadius Reviewer

Enghouse Interactive Contact Centers

  • Using Enghouse to manage our inbound and outbound call communication has allowed for us to focus more time on call quality and trends, rather than how to manage the call load and where to allocate calls.
  • The time spent managing server blips and failovers remains a detractor for our teams.
Anonymous | TrustRadius Reviewer

Pricing Details

Eclipse CMS4

General

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

Enghouse Interactive Contact Centers

General

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

Rating Summary

Likelihood to Recommend

Eclipse CMS4
7.0
Enghouse Interactive Contact Centers
7.0

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