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Eclipse CMS4

Score8 out of 10

7 Reviews and Ratings

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What is Eclipse CMS4?

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.

Categories & Use Cases

Key Features

Learn about the best (and worst!) features Eclipse CMS4 has to offer, as determined by TrustRadius' reviewers.
Based on 7 ratings of Eclipse CMS4's features
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Top Performing Features

  • Agent dashboard

    Enables agents to track and view their individual and team performance.

    Category average: 8.4

  • Validate callers

    Authenticates inbound callers with a customer ID.

    Category average: 8.8

  • Outbound response

    Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

    Category average: 8.2

Areas for Improvement

  • Live reporting

    Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

    Category average: 8.6

  • Customer surveys

    Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

    Category average: 8.1

  • Customer interaction analytics

    The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

    Category average: 8.6