Eclipse CMS4 vs Zendesk Talk

Likelihood to Recommend

if your organization's work is developing software with JAVA, this is definitely one of the candidates to consider.

Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

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.

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Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees

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Feature Rating Comparison

Eclipse CMS4

Zendesk Talk

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Interactive voice response

REST APIs

Call tracking

Multichannel integration

CRM software integration

Eclipse CMS4

Zendesk Talk

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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Yaron Lavi

Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

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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.

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Verified User

Employee in Customer Service

Computer Software 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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Yaron Lavi

Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

View all 1 answers on this topic

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

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Sohaib Ahmed Khattak - PCI QIR

CENTAMAN Consultant - Jonas Operating Group

CENTAMAN SystemsComputer Software, 11-50 employees

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Support Rating

No score

No answers yet

No answers on this topic

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

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Vincent Frisina

Director of Marketing

Visage MobileWireless, 11-50 employees

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Alternatives Considered

Yaron Lavi

Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

View all 1 answers on this topic

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.

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Verified User

Director in Customer Service

Logistics and Supply Chain Company, 11-50 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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Yaron Lavi

Head of R&D, ACC Division

Applied MaterialsSemiconductors, 10,001+ employees

View all 1 answers on this topic

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.

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Shea Mworia

Director of Customer Service

Camp GladiatorHealth, Wellness and Fitness, 1001-5000 employees

View all 6 answers on this topic

Pricing Details

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

General

Free Trial

—

Free/Freemium Version

—

Premium Consulting/Integration Services

—

Entry-level set up fee?

No

Rating Summary

Eclipse CMS4

Zendesk Talk

Eclipse CMS4

Zendesk Talk

Eclipse CMS4

Zendesk Talk

Likelihood to Recommend

Eclipse CMS4

Zendesk Talk

Feature Rating Comparison

Agent dashboard

Validate callers

Outbound response

Call forwarding

Click-to-call (CTC)

Warm transfer

Interactive voice response

REST APIs

Call tracking

Multichannel integration

CRM software integration

Inbound call routing

Omnichannel inbound routing

Recording

Quality management

Call analytics

Historical reporting

Live reporting

Customer surveys

Customer interaction analytics

Pros

Eclipse CMS4

Zendesk Talk

Cons

Eclipse CMS4

Zendesk Talk

Support Rating

Eclipse CMS4

Zendesk Talk

Alternatives Considered

Eclipse CMS4

Zendesk Talk

Return on Investment

Eclipse CMS4

Zendesk Talk

Pricing Details

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

General

Free Trial

Free/Freemium Version

Premium Consulting/Integration Services

Entry-level set up fee?

Rating Summary

Add comparison