Datatrack Eclipse CMS4 vs. Genesys Multicloud CX (discontinued)

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 Multicloud CX (discontinued)
Score 7.5 out of 10
N/A
Genesys Multicloud CX (formerly Genesys Engage, or PureEngage) is the Genesys customer engagement platform for enterprises. It is designed to be flexible for enterprises, who often have multiple and multi-national locations (including outsourcing) and large peak volumes and populations.N/A
Pricing
Datatrack Eclipse CMS4Genesys Multicloud CX (discontinued)
Editions & Modules
No answers on this topic
No answers on this topic
Offerings
Pricing Offerings
Eclipse CMS4Genesys Multicloud CX (discontinued)
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
Datatrack Eclipse CMS4Genesys Multicloud CX (discontinued)
Top Pros
Top Cons
Features
Datatrack Eclipse CMS4Genesys Multicloud CX (discontinued)
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 Multicloud CX (discontinued)
9.1
118 Ratings
8% above category average
Agent dashboard8.01 Ratings9.7109 Ratings
Validate callers8.01 Ratings9.896 Ratings
Outbound response8.01 Ratings9.199 Ratings
Call forwarding8.01 Ratings8.389 Ratings
Click-to-call (CTC)8.01 Ratings9.183 Ratings
Warm transfer8.01 Ratings9.8105 Ratings
Predictive dialing8.01 Ratings9.381 Ratings
Interactive voice response8.01 Ratings9.9106 Ratings
REST APIs8.01 Ratings9.899 Ratings
Call scripts8.01 Ratings8.975 Ratings
Call tracking8.01 Ratings9.8103 Ratings
Multichannel integration8.01 Ratings9.6105 Ratings
CRM software integration8.01 Ratings5.499 Ratings
Workforce Optimization (WFO)
Comparison of Workforce Optimization (WFO) features of Product A and Product B
Datatrack Eclipse CMS4
8.0
1 Ratings
3% below category average
Genesys Multicloud CX (discontinued)
8.6
107 Ratings
4% above category average
Inbound call routing8.01 Ratings9.0100 Ratings
Omnichannel inbound routing8.01 Ratings9.892 Ratings
Recording8.01 Ratings9.080 Ratings
Quality management8.01 Ratings8.380 Ratings
Call analytics8.01 Ratings8.288 Ratings
Historical reporting8.01 Ratings9.8103 Ratings
Live reporting8.01 Ratings8.9100 Ratings
Customer surveys8.01 Ratings6.864 Ratings
Customer interaction analytics8.01 Ratings7.373 Ratings
Best Alternatives
Datatrack Eclipse CMS4Genesys Multicloud CX (discontinued)
Small Businesses
CloudTalk
CloudTalk
Score 9.5 out of 10
CloudTalk
CloudTalk
Score 9.5 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
All AlternativesView all alternativesView all alternatives
User Ratings
Datatrack Eclipse CMS4Genesys Multicloud CX (discontinued)
Likelihood to Recommend
8.0
(2 ratings)
7.7
(147 ratings)
Likelihood to Renew
-
(0 ratings)
8.0
(26 ratings)
Usability
-
(0 ratings)
6.9
(18 ratings)
Availability
-
(0 ratings)
8.0
(4 ratings)
Performance
-
(0 ratings)
7.1
(4 ratings)
Support Rating
-
(0 ratings)
8.7
(21 ratings)
In-Person Training
-
(0 ratings)
8.1
(3 ratings)
Online Training
-
(0 ratings)
7.3
(2 ratings)
Implementation Rating
-
(0 ratings)
3.8
(11 ratings)
Configurability
-
(0 ratings)
6.5
(3 ratings)
Ease of integration
-
(0 ratings)
2.2
(4 ratings)
Product Scalability
-
(0 ratings)
7.3
(4 ratings)
Vendor post-sale
-
(0 ratings)
7.3
(2 ratings)
Vendor pre-sale
-
(0 ratings)
7.3
(2 ratings)
User Testimonials
Datatrack Eclipse CMS4Genesys Multicloud CX (discontinued)
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.
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Discontinued Products
Solution is extremely agile and flexible. The new generation of containerized solution would be a game changer since it brings the ease of deployment and ability to get the innovations to a new total different place. I believe it is really hard to find in the competition who would have something similar or even close
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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.
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Discontinued Products
  • VHT as a stand alone model can be easily plugged into to the current call routing with minimal changes and it works like charm.
  • Platform SDKs are a powerful tool that help integrate with other third party solutions or to build custom made applications.
  • The whole routing solution is amazing . With user friendly composer, you have the option of building both VRUs and routing strategies. And, they are very easy to deploy.
  • The level of details for report customization is another strong point.
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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.
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Discontinued Products
  • Genesys needs to pick up the pace with application upgrades. We see more and more issues with Genesys applications falling behind the operating systems versions. We need more apps to be ready for the latest server OC models. There is a lag.
  • There seems to be constant unrest with the management application platform, CME, SCI, Genesys administrator, GAX, then GAX plugins, then a move away from plugins. We would like one stable management platform that encompasses ALL aspects of management within the contact center.
  • Real-time reporting deficiencies with Genesys pulse web. this application cannot live up to CCPulse with respect to flexibility of views. Pulse web was a plugin now it's not a plugin any longer. constant movement, we finally get pulse web plugin onto production, 6 months later these something supposedly better.
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Likelihood to Renew
Datatrack
No answers on this topic
Discontinued Products
Genesys Engage is instrumental in us meeting our service obligations to our customers. Engage enables our organization to deliver interactions to the right staff and helps us minimize service and coverage gaps through historical and real-time reporting. Additionally, we feel that only Genesys Engage can meet and exceed our business needs and requirements.
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Usability
Datatrack
No answers on this topic
Discontinued Products
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys Engage's platform. The Agent Desktop and Genesys WDE are good. Usability is high and I would consider it an easy to use product and easy to adopt from this perspective.
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Reliability and Availability
Datatrack
No answers on this topic
Discontinued Products
There are occasional failures, but distributed and High Availability features work well when architected, installed, and configured properly. Thoroughly reading and understanding system documentation is a must.
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Performance
Datatrack
No answers on this topic
Discontinued Products
Never being disappointed in my 11 plus years of utilizing the various aspects of the system. No matter what we throw at it, the systems continue to perform as expected.
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Support Rating
Datatrack
No answers on this topic
Discontinued Products
There's definitely room for improvement. I would have love to see the chat functionality work more frequently. The level of expertise has diminished over the years. I understand that this in part has to do with the number of new products that has been introduced, but should not be an excuse for the lack of readiness.
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In-Person Training
Datatrack
No answers on this topic
Discontinued Products
Good training, but on limited locations. You can almost only follow trainings in europ in the UK and in Germany. Uk location is relatively difficult to get to and on a exppensive location. The content of the training is good, supplied training material is okay, but sometimes a bit outdated. When you follow a training it is most likely because of a recent purchase which is uasually the latest version.
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Online Training
Datatrack
No answers on this topic
Discontinued Products
Interesting webinars on relevant topic are being provided regularly. Th e webinars a often provided by Genesys and hosted by a very experienced product owner. In many occasions a customer is invited to share his / her experiences and best practices. Webinars can be watched at a later time for your convenience.
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Implementation Rating
Datatrack
No answers on this topic
Discontinued Products
It was a death march. We finally learned enough about the product to know that our vendor knew nothing and had done it wrong. We hired voice engineers and took over the project. We should have fired our vendor much earlier
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Alternatives Considered
Datatrack
Read full review
Discontinued Products
For a similar contact center structure, I find Genesys products are faster to produce outcomes, and fast to respond (loading, changing screens...). However, in terms of user interface, I do prefer the way NICE did things there. Coming from an agent background, I find that the NICE agent interface is more visually appealing and offers more flexibility (parameters for agent exceptions).
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Scalability
Datatrack
No answers on this topic
Discontinued Products
The Interactive Intelligence SIP based contact center platform has broken through the barriers of "board based" technology to processor based limits on scalability. This means their CIC premise or cloud platform can be engineered to support agent counts into the thousands.
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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.
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Discontinued Products
  • Utilizing Genesys Contact Center Portfolio has added increased employee efficiency, providing better availability to customer demands which in turn has increased customer satisfaction.
  • Utilizing Genesys Contact Center Portfolio has added increased management efficiency, automating resource planning and scheduling and providing management more time to focus on other important tasks.
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ScreenShots

Genesys Multicloud CX (discontinued) Screenshots

Screenshot of Altocloud in Workspace