What users are saying about
6 Ratings
8 Ratings
6 Ratings
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Score 6.3 out of 100
8 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener noreferrer'>trScore algorithm: Learn more.</a>
Score 8 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

Zendesk Talk

Well suited in the way it records each interaction. This is specifically helpful for my managers that may be dealing with an escalated issue to hear exactly what took place on a call with one of their agents. It's also an amazing way for them to develop and grow their agents to become more productive and impactful on their calls.
Shea Mworia | TrustRadius Reviewer

Feature Rating Comparison

Contact Center Software

Eclipse CMS4
Zendesk Talk
6.7
Agent dashboard
Eclipse CMS4
Zendesk Talk
5.7
Validate callers
Eclipse CMS4
Zendesk Talk
4.9
Outbound response
Eclipse CMS4
Zendesk Talk
5.3
Call forwarding
Eclipse CMS4
Zendesk Talk
8.1
Click-to-call (CTC)
Eclipse CMS4
Zendesk Talk
7.5
Warm transfer
Eclipse CMS4
Zendesk Talk
6.1
Interactive voice response
Eclipse CMS4
Zendesk Talk
5.0
REST APIs
Eclipse CMS4
Zendesk Talk
9.0
Call tracking
Eclipse CMS4
Zendesk Talk
7.7
Multichannel integration
Eclipse CMS4
Zendesk Talk
7.6
CRM software integration
Eclipse CMS4
Zendesk Talk
7.3

Workforce Optimization (WFO)

Eclipse CMS4
Zendesk Talk
6.5
Inbound call routing
Eclipse CMS4
Zendesk Talk
7.0
Omnichannel inbound routing
Eclipse CMS4
Zendesk Talk
9.2
Recording
Eclipse CMS4
Zendesk Talk
8.6
Quality management
Eclipse CMS4
Zendesk Talk
6.8
Call analytics
Eclipse CMS4
Zendesk Talk
5.4
Historical reporting
Eclipse CMS4
Zendesk Talk
5.4
Live reporting
Eclipse CMS4
Zendesk Talk
6.5
Customer surveys
Eclipse CMS4
Zendesk Talk
4.9
Customer interaction analytics
Eclipse CMS4
Zendesk Talk
5.0

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

Zendesk Talk

  • Call recording is a nice feature! It is great for training purposes and for quality assurance.
  • The metrics you get from Explore are a great insight into how the team is handling the call volumes.
  • Zendesk Talk has met most of our needs. It can be a bit unreliable at times.
Anonymous | TrustRadius Reviewer

Cons

Eclipse CMS4

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

Zendesk Talk

  • Call transfer should be much easier
  • A group of users can be made to contact or call in between themselves like an Extension system for all the users in the system
  • Text to speech would be awesome
Sohaib Ahmed Khattak - PCI QIR | TrustRadius Reviewer

Support Rating

Eclipse CMS4

No score
No answers yet
No answers on this topic

Zendesk Talk

Zendesk Talk 5.6
Based on 3 answers
During setup and demo, the implementation team gave us like $4 in credits, as if we were going to steal minutes from them. We had to go back and ask for more credits multiple times to complete our setup/proof-of-concept
Vincent Frisina | TrustRadius Reviewer

Alternatives Considered

Eclipse CMS4

Yaron Lavi | TrustRadius Reviewer

Zendesk Talk

Zendesk Talk has many of the features as the other phone systems I have used. My only reservation is their lack of focus on a feature that will allow their clients to remain PCI compliant.
Anonymous | 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

Zendesk Talk

  • A decrease in employee turnover by 47% due to increased morale from not being bogged down with emails. They feel like they can focus more of their attention on the customer's needs and resolve their issues quicker.
  • Limiting how many people can be in the queue has led to issues with customers getting frustrated with hold times and being harder to save when they are calling in to cancel our services.
Shea Mworia | TrustRadius Reviewer

Pricing Details

Eclipse CMS4

General

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

Zendesk Talk

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
Zendesk Talk
7.8

Support Rating

Eclipse CMS4
Zendesk Talk
5.6

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