Eclipse CMS4 vs Genesys Cloud CX (formerly Genesys Cloud) | TrustRadius

What users are saying about

Score 6 out of 10

Based on 6 reviews and ratings

Score 7.9 out of 10

Based on 394 reviews and ratings

Feature Rating Comparison

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Predictive dialing

Interactive voice response

REST APIs

Call scripts

Call tracking

Multichannel integration

CRM software integration

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

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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Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

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Extremely customizable setup with endless possibility of integrations and call flows.
Fantastic API with a plethora of documentation as well as built in test modules right in the documentation.
Customizable dashboards that users can set up to their liking and get all of the information they require for monitoring of users in one place.

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Verified User

Administrator in Information Technology

Financial Services Company, 51-200 employees

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Cons

The IDE is clunky, hard to get around.
Quite a steep learning curve.

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Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

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Adding possibilities to "customize" the historical reports (add/remove columns, change fonts, ...).
Improve the "flow designer". Make it more "user friendly". For my mind, [it would be] best if it looked like "Genesys Composer" from "Pure Engage" solution.
Add possibility to change the list of "agent states" according to the division/group/queue.
Improve the UI for the manager. It would be very useful to have option of creating "subfolders" on the "management screens" (for example: "Telephony/Phone Management/Phones" / "People & Permissions/People").
Very important for Israel market option.
Give permission to the Schedules/Schedule Groups according to the Division and Group..
When agent is working with "Auto Answer" [it would] be good to have the possibility to define some "ringing time" (some seconds that the agent will see the "call alert" before "Auto Answer").

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Verified User

Engineer in Other

Information Technology & Services Company, 11-50 employees

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Likelihood to Renew

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 8.3

Based on 17 answers

For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs

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Verified User

Manager in Other

Insurance Company, 1001-5000 employees

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Usability

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 8.1

Based on 36 answers

An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.

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Network Engineer II

Systems and Methods IncGovernment Administration, 501-1000 employees

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Reliability and Availability

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 8.7

Based on 5 answers

We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.

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Technical Analyst

Alberta Motor AssociationAutomotive, 1001-5000 employees

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Performance

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 7.5

Based on 5 answers

The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.

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Nikos Papakonstantinou

Senior Development Officer

MellonGroupOutsourcing/Offshoring, 201-500 employees

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Support Rating

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 7.2

Based on 99 answers

I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.

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Kristopher Kauth

Systems and ISMS Manager

MarketLincTelecommunications, 51-200 employees

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In-Person Training

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 9.1

Based on 2 answers

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

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Nikos Papakonstantinou

Senior Development Officer

MellonGroupOutsourcing/Offshoring, 201-500 employees

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Online Training

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 8.3

Based on 4 answers

At start, i took online lessons with video and self-test answers which was very helpful. After that, i got training on teams and everything was very well documented with examples and use-cases in order to understand and to learn the product at 100%. I believe the online training is detailed and it covers everything.

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Nikos Papakonstantinou

Senior Development Officer

MellonGroupOutsourcing/Offshoring, 201-500 employees

View all 4 answers on this topic

Implementation Rating

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 8.1

Based on 19 answers

The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.

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Communications Manager

Grove & Dean Ltd.Financial Services, 51-200 employees

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Alternatives Considered

Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

View all 1 answers on this topic

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.

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Sebastian Cuadras

Case Analyst

Community Tax LLCFinancial Services, 201-500 employees

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Scalability

No score

No answers yet

No answers on this topic

Genesys Cloud CX (formerly Genesys Cloud) 8.8

Based on 4 answers

We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.

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Technical Analyst

Alberta Motor AssociationAutomotive, 1001-5000 employees

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Return on Investment

It streamlined the development work.
Same training can be applied to all developers.
Relatively modern IDE that facilitates faster implementation times.

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Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

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Genesys Cloud plays a major role in customer loyalty and return of customers as it allows both the organization and the clients to communicate and complete the deals. easily and smoothly.
Most of our clients appreciate the service we provide as we are using Genesys Cloud which allow us to follow up in a professional way on the clients orders and requests.
Time management and efficiency is what makes Genesys Cloud unique Since the software is being updated all the time.

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Customer Service Associate at Hermès

HermèsLuxury Goods & Jewelry, 10,001+ employees

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Screenshots

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See All (4) Genesys Cloud CX (formerly Genesys Cloud) Screenshots

Pricing Details

General

Free Trial

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Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Eclipse CMS4 Editions & Modules

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Additional Pricing Details

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General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Genesys Cloud CX (formerly Genesys Cloud) Editions & Modules

Edition

Genesys Cloud CX 1	$75.00¹
Genesys Cloud CX 2	$110.00¹
Genesys Cloud CX 3	$140.00¹
Genesys Choice	Contact sales team²

Per User Per Month
Contact sales team

Additional Pricing Details

Pricing plans can also be billed hourly.

Rating Summary

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

Eclipse CMS4

Genesys Cloud CX (formerly Genesys Cloud)

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