What users are saying about
6 Ratings
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Top Rated
277 Ratings
6 Ratings
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Score 6.3 out of 100

Genesys Engage

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Top Rated
277 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8.4 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

Genesys Engage

Genesys contact center suite is super powerful and can do anything a medium or lager contact needs however the cost is tremendous. It would not be feasible for smaller businesses. It would be nice to see a smaller suite of apps that would accommodate small to medium contact centers.
Steve Bagdanovich | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Eclipse CMS4
Genesys Engage
7.8
Agent dashboard
Eclipse CMS4
Genesys Engage
7.6
Validate callers
Eclipse CMS4
Genesys Engage
7.9
Outbound response
Eclipse CMS4
Genesys Engage
7.5
Call forwarding
Eclipse CMS4
Genesys Engage
7.8
Click-to-call (CTC)
Eclipse CMS4
Genesys Engage
7.7
Warm transfer
Eclipse CMS4
Genesys Engage
7.7
Predictive dialing
Eclipse CMS4
Genesys Engage
7.6
Interactive voice response
Eclipse CMS4
Genesys Engage
8.1
REST APIs
Eclipse CMS4
Genesys Engage
7.7
Call scripts
Eclipse CMS4
Genesys Engage
7.5
Call tracking
Eclipse CMS4
Genesys Engage
7.9
Multichannel integration
Eclipse CMS4
Genesys Engage
8.2
CRM software integration
Eclipse CMS4
Genesys Engage
7.5

Workforce Optimization (WFO)

Eclipse CMS4
Genesys Engage
7.5
Inbound call routing
Eclipse CMS4
Genesys Engage
8.2
Omnichannel inbound routing
Eclipse CMS4
Genesys Engage
8.0
Recording
Eclipse CMS4
Genesys Engage
7.1
Quality management
Eclipse CMS4
Genesys Engage
7.0
Call analytics
Eclipse CMS4
Genesys Engage
7.3
Historical reporting
Eclipse CMS4
Genesys Engage
7.7
Live reporting
Eclipse CMS4
Genesys Engage
7.5
Customer surveys
Eclipse CMS4
Genesys Engage
7.5
Customer interaction analytics
Eclipse CMS4
Genesys Engage
7.6

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

Genesys Engage

  • 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.
Suresh K.S Kumar | TrustRadius Reviewer

Cons

Eclipse CMS4

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

Genesys Engage

  • Difficult to build complete end-to-end automation of deployment.
  • Genesys Framework Alerting functionality is flexible, but overly complicated to manage. Needs ability to mass deploy alerts.
  • SIP server feature functionality feels limited and requires using router to build in what in many switches are basic functions.
Mike Bailey | TrustRadius Reviewer

Likelihood to Renew

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.8
Based on 22 answers
It's the best product with customizations that fit our organisation. It is easy to upscale and is innovative. It has easy integrations with different back end and front end platforms and off the shelf integration of VoIP with a number of SBCs.
Apostol Savu | TrustRadius Reviewer

Usability

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.8
Based on 11 answers
Overall, from a customer perspective and also an agent perspective, it is very easy to use Genesys PureEngage'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.
Apostol Savu | TrustRadius Reviewer

Reliability and Availability

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.9
Based on 4 answers
Built in redundancy features have resulted in zero downtime in my 11 years.
Derek Gibson | TrustRadius Reviewer

Performance

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.0
Based on 4 answers
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.
Derek Gibson | TrustRadius Reviewer

Support Rating

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 6.9
Based on 28 answers
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.
eugene thai | TrustRadius Reviewer

In-Person Training

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 8.1
Based on 3 answers
Staff responded well to trainer and provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Online Training

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 2 answers
Those that utilized online training provided excellent post training reviews.
Derek Gibson | TrustRadius Reviewer

Implementation Rating

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 18 answers
Implementation on Genesys PureEngage is rather complex. Implementation needs specialized Genesys Professionals and resources, in-house or contractors, who are able to implement the platform and be able to integrate with other in-house or COTS systems. The design and discovery phase is also very important at the beginning.
Apostol Savu | TrustRadius Reviewer

Alternatives Considered

Eclipse CMS4

Yaron Lavi | TrustRadius Reviewer

Genesys Engage

Our original call center routing was done through Avaya. We still use it on the back end and from what I can tell, Genesys vastly improves upon their offering. We are able to do so much more with the customization that Genesys allows. Anything you can think of, you can probably do with a Genesys solution.
Robert D'Alessandro | TrustRadius Reviewer

Scalability

Eclipse CMS4

No score
No answers yet
No answers on this topic

Genesys Engage

Genesys Engage 7.3
Based on 4 answers
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.
David Saidel | TrustRadius Reviewer

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

Genesys Engage

  • 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.
Sharon Woodard | TrustRadius Reviewer

Screenshots

Pricing Details

Eclipse CMS4

General

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

Genesys Engage

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
Genesys Engage
8.6

Likelihood to Renew

Eclipse CMS4
Genesys Engage
6.8

Usability

Eclipse CMS4
Genesys Engage
6.8

Reliability and Availability

Eclipse CMS4
Genesys Engage
7.9

Performance

Eclipse CMS4
Genesys Engage
7.0

Support Rating

Eclipse CMS4
Genesys Engage
6.9

In-Person Training

Eclipse CMS4
Genesys Engage
8.1

Online Training

Eclipse CMS4
Genesys Engage
7.3

Implementation Rating

Eclipse CMS4
Genesys Engage
7.3

Scalability

Eclipse CMS4
Genesys Engage
7.3

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