Datatrack Eclipse CMS4 vs. Genesys Cloud CX

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
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
Genesys Cloud CX
Score 8.4 out of 10
N/A
Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.
$75
per month (billed annually) per user
Pricing
Datatrack Eclipse CMS4Genesys Cloud CX
Editions & Modules
No answers on this topic
Genesys Cloud CX 1 - Voice
$75
per month (billed annually) per user
Genesys Cloud CX 2 - Digital
$95
per month (billed annually) per user
Genesys Cloud CX 2 - Digital + Voice
$115
per month (billed annually) per user
Genesys Cloud CX 3 - Digital + WEM
$135
per month (billed annually) per user
Genesys Cloud CX 3 Digital + WEM + Voice
$155
per month (billed annually) per user
Offerings
Pricing Offerings
Eclipse CMS4Genesys Cloud CX
Free Trial
NoYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
NoNo
Entry-level Setup FeeNo setup feeNo setup fee
Additional DetailsPricing plans can also be billed hourly.
More Pricing Information
Community Pulse
Datatrack Eclipse CMS4Genesys Cloud CX
Features
Datatrack Eclipse CMS4Genesys Cloud CX
Contact Center Software
Comparison of Contact Center Software features of Product A and Product B
Datatrack Eclipse CMS4
8.0
1 Ratings
4% below category average
Genesys Cloud CX
8.4
426 Ratings
1% above category average
Agent dashboard8.01 Ratings8.3408 Ratings
Validate callers8.01 Ratings8.2360 Ratings
Outbound response8.01 Ratings8.3323 Ratings
Call forwarding8.01 Ratings8.3346 Ratings
Click-to-call (CTC)8.01 Ratings8.5279 Ratings
Warm transfer8.01 Ratings9.0394 Ratings
Predictive dialing8.01 Ratings8.2237 Ratings
Interactive voice response8.01 Ratings8.6339 Ratings
REST APIs8.01 Ratings8.0288 Ratings
Call scripts8.01 Ratings7.8317 Ratings
Call tracking8.01 Ratings8.6383 Ratings
Multichannel integration8.01 Ratings8.7312 Ratings
CRM software integration8.01 Ratings8.4302 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Datatrack Eclipse CMS4
8.0
1 Ratings
2% below category average
Genesys Cloud CX
8.4
404 Ratings
3% above category average
Inbound call routing8.01 Ratings8.3377 Ratings
Omnichannel inbound routing8.01 Ratings8.8292 Ratings
Recording8.01 Ratings9.0383 Ratings
Quality management8.01 Ratings8.7353 Ratings
Call analytics8.01 Ratings8.7362 Ratings
Historical reporting8.01 Ratings8.0377 Ratings
Live reporting8.01 Ratings8.2373 Ratings
Customer surveys8.01 Ratings7.4232 Ratings
Customer interaction analytics8.01 Ratings8.6276 Ratings
Best Alternatives
Datatrack Eclipse CMS4Genesys Cloud CX
Small Businesses
CloudTalk
CloudTalk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Medium-sized Companies
CloudTalk
CloudTalk
Score 8.3 out of 10
CloudTalk
CloudTalk
Score 8.3 out of 10
Enterprises
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
Bright Pattern Contact Center
Bright Pattern Contact Center
Score 9.0 out of 10
All AlternativesView all alternativesView all alternatives
User Ratings
Datatrack Eclipse CMS4Genesys Cloud CX
Likelihood to Recommend
8.0
(2 ratings)
8.7
(446 ratings)
Likelihood to Renew
-
(0 ratings)
8.5
(39 ratings)
Usability
-
(0 ratings)
8.9
(70 ratings)
Availability
-
(0 ratings)
8.6
(8 ratings)
Performance
-
(0 ratings)
8.6
(8 ratings)
Support Rating
-
(0 ratings)
6.9
(101 ratings)
In-Person Training
-
(0 ratings)
8.5
(6 ratings)
Online Training
-
(0 ratings)
8.0
(13 ratings)
Implementation Rating
-
(0 ratings)
7.7
(21 ratings)
Configurability
-
(0 ratings)
8.6
(7 ratings)
Contract Terms and Pricing Model
-
(0 ratings)
6.9
(16 ratings)
Ease of integration
-
(0 ratings)
8.2
(9 ratings)
Product Scalability
-
(0 ratings)
8.8
(9 ratings)
Professional Services
-
(0 ratings)
6.3
(13 ratings)
Vendor post-sale
-
(0 ratings)
8.0
(10 ratings)
Vendor pre-sale
-
(0 ratings)
7.9
(10 ratings)
User Testimonials
Datatrack Eclipse CMS4Genesys Cloud CX
Likelihood to Recommend
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.
Read full review
Genesys
Starting a contact center to handle large volume of customers per day - For promoting the business for outbound campaigns - With the Genesys architect you can design complex post Agent esclation flows - You can use Genesys to forward a call to any external IVR(Automation) bot - There is integration of Genesys adapter with Salesforce, in case some enterprise want to utilize the same Genesys license for Salesforce, they can do it.
Read full review
Pros
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
Genesys
  • Standard omnichannel routing - multiple-media interactions are handled well.
  • WFM - agent scheduled, workload balancing, forecasting, etc.
  • 3rd Party Integrations - Easy integration with CRMs, DBs. ADs etc.
  • We are exploring Predictive Routing & finding is useful so far.
  • Reporting is also very useful & informative.
Read full review
Cons
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.
Read full review
Genesys
  • Updates can come quickly and release notes can be missed
  • We use a large number of queues. It's hard to keep track as reporting seems to be limited to around 500 at a time
  • Dashboards aren't as adaptable as they could be
Read full review
Likelihood to Renew
Datatrack
No answers on this topic
Genesys
The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Read full review
Usability
Datatrack
No answers on this topic
Genesys
Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
Read full review
Reliability and Availability
Datatrack
No answers on this topic
Genesys
The platform is highly reliable, with minimal downtime or outages, and is generally available when needed. Over the course of using it, unplanned outages or application errors have been rare, and any issues that did arise were quickly resolved. Genesys provides robust support and maintenance, ensuring the system remains operational during critical business hours. However, like any cloud-based platform, there have been occasional disruptions, though these were infrequent and quickly addressed. Overall, its availability has been excellent, supporting smooth daily operations.
Read full review
Performance
Datatrack
No answers on this topic
Genesys
Overall, the platform performs well, with pages loading quickly and reports typically completing in a reasonable time, even with complex data. The interface is responsive, and most day-to-day tasks are executed efficiently. However, in some instances, especially during peak usage times or when running very detailed, large-scale reports, there can be slight delays. While these are rare, they occasionally affect workflow. Additionally, the platform generally integrates smoothly with other systems, though some integrations can slow down slightly, particularly when pulling large datasets or interacting with older, legacy systems. Nonetheless, the performance is strong and reliable for most use cases.
Read full review
Support Rating
Datatrack
No answers on this topic
Genesys
Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
Read full review
In-Person Training
Datatrack
No answers on this topic
Genesys
Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Read full review
Online Training
Datatrack
No answers on this topic
Genesys
In general, it gives a description and can help to understand what to do and how. but: Sometimes, it does not keep up with changes in the system (for example, in the GUI changes, additional features and so on). Sometimes, much easier and helpful to read the documentation (https://help.mypurecloud.com/) that gives the "better" explanations and takes less time.
Read full review
Implementation Rating
Datatrack
No answers on this topic
Genesys
My Team was involved in the discussion before implementing the application. We had a whole walkthrough of this product and during the demo itself we were very impressed with type of service we were getting. The integration of the product into our system was very quick and seamless.
Read full review
Alternatives Considered
Datatrack
Read full review
Genesys
We previously utilized Genesys Engage. The analytics and reporting in Genesys Engage cannot even compare to what we are seeing in Genesys Cloud CX. Genesys Cloud CX provides a very "hands on" experience for supervisors as well as analytics teams. Call recordings and analytics in Genesys Cloud CX provided a full view of the conversation and allow for a better understanding of the customer journey.
Read full review
Contract Terms and Pricing Model
Datatrack
No answers on this topic
Genesys
Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
Read full review
Scalability
Datatrack
No answers on this topic
Genesys
I give Genesys a rating of 10 for scalability because of its ability to adapt seamlessly to growing business needs, whether expanding across multiple departments, locations, or regions. Its cloud-based infrastructure allows for easy scaling without the need for costly hardware upgrades or lengthy implementation times. As our organisation grew, we were able to add new agents, channels, and features without disrupting operations, which significantly enhanced our flexibility. The platform's design supports both small-scale and enterprise-level operations, making it ideal for evolving businesses. Additionally, its capacity to handle increased interaction volumes without compromising performance ensures that customer service quality remains high, even during peak times. This flexibility and ease of scaling, combined with real-time analytics and automation capabilities, make it highly effective for growing organisations.
Read full review
Professional Services
Datatrack
No answers on this topic
Genesys
Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
Read full review
Return on Investment
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.
Read full review
Genesys
  • Because the platform already has all the information on the customer, and every interaction within it, it already brings us a return on investment because we do not have to deploy other legacy systems. For example, for you to monitor calls or interactions, everything is already on the same platform. It would be an extra cost if you had to have another CRM behind Genesys. In this case, Genesys Cloud CX already embeds all the solutions in one.
Read full review
ScreenShots

Genesys Cloud CX Screenshots

Screenshot of ConversationsScreenshot of Real-Time AdherenceScreenshot of Queue Performance