What users are saying about
16 Ratings
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Top Rated
113 Ratings
16 Ratings
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Score 7 out of 101

Genesys PureCloud

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Top Rated
113 Ratings
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Score 7.4 out of 101

Likelihood to Recommend

Amazon Chime

Amazon Chime is a superior alternative to other free video conference/conference call programs. The call and video quality are great, and you can have multiple participants on both video and call. It's well suited for an organization that wants an affordable option for video and conference calls, but may not be appropriate for organizations with limited budgets or those who do very little conferencing.
Emma McCarthy profile photo

Genesys PureCloud

PureCloud is well suited to mid-sized businesses and those who have remote workers. The Web-based interface and WebRTC phone make PureCloud function wherever you are in the world, provided only that you have an internet connection. Being a true cloud solution allows focus on use and operation and alleviates the need for system and infrastructure support teams. On the other hand, for large-sized businesses that have their own datacenter, looking at the costs for features, it may just not make sense in comparison to PureCloud on Premises. Furthermore, if you do advanced routing and customizations, you may find it more difficult than that on Premises.
Nikolaos Thermogiannis profile photo

Feature Rating Comparison

Performance & Compatibility of Online Events Software

Amazon Chime
7.9
Genesys PureCloud
High quality audio
Amazon Chime
8.6
Genesys PureCloud
High quality video
Amazon Chime
8.5
Genesys PureCloud
Low bandwidth requirements
Amazon Chime
7.0
Genesys PureCloud
Mobile support
Amazon Chime
7.6
Genesys PureCloud

Screen Sharing

Amazon Chime
7.6
Genesys PureCloud
Desktop sharing
Amazon Chime
7.6
Genesys PureCloud
Whiteboards
Amazon Chime
7.5
Genesys PureCloud

Online Meetings / Events

Amazon Chime
7.6
Genesys PureCloud
Calendar integration
Amazon Chime
7.0
Genesys PureCloud
Meeting initiation
Amazon Chime
7.8
Genesys PureCloud
Integrates with social media
Amazon Chime
7.5
Genesys PureCloud
Record meetings / events
Amazon Chime
8.0
Genesys PureCloud
Slideshows
Amazon Chime
7.7
Genesys PureCloud

Online Events Collaboration

Amazon Chime
7.1
Genesys PureCloud
Live chat
Amazon Chime
8.0
Genesys PureCloud
Audience polling
Amazon Chime
6.5
Genesys PureCloud
Q&A
Amazon Chime
7.0
Genesys PureCloud

Online Events Security

Amazon Chime
7.2
Genesys PureCloud
User authentication
Amazon Chime
7.5
Genesys PureCloud
Participant roles & permissions
Amazon Chime
7.7
Genesys PureCloud
Confidential attendee list
Amazon Chime
6.5
Genesys PureCloud

Contact Center Software

Amazon Chime
Genesys PureCloud
8.5
Agent dashboard
Amazon Chime
Genesys PureCloud
9.0
Validate callers
Amazon Chime
Genesys PureCloud
8.5
Outbound response
Amazon Chime
Genesys PureCloud
7.7
Call forwarding
Amazon Chime
Genesys PureCloud
8.6
Click-to-call (CTC)
Amazon Chime
Genesys PureCloud
9.4
Warm transfer
Amazon Chime
Genesys PureCloud
9.7
Predictive dialing
Amazon Chime
Genesys PureCloud
8.2
Interactive voice response
Amazon Chime
Genesys PureCloud
7.9
REST APIs
Amazon Chime
Genesys PureCloud
8.4
Call scripts
Amazon Chime
Genesys PureCloud
8.3
Call tracking
Amazon Chime
Genesys PureCloud
9.2
Multichannel integration
Amazon Chime
Genesys PureCloud
8.0
CRM software integration
Amazon Chime
Genesys PureCloud
7.6

Workforce Optimization (WFO)

Amazon Chime
Genesys PureCloud
8.8
Inbound call routing
Amazon Chime
Genesys PureCloud
9.4
Omnichannel inbound routing
Amazon Chime
Genesys PureCloud
8.2
Recording
Amazon Chime
Genesys PureCloud
9.7
Quality management
Amazon Chime
Genesys PureCloud
8.4
Call analytics
Amazon Chime
Genesys PureCloud
9.1
Historical reporting
Amazon Chime
Genesys PureCloud
8.7
Live reporting
Amazon Chime
Genesys PureCloud
9.3
Customer surveys
Amazon Chime
Genesys PureCloud
7.3
Customer interaction analytics
Amazon Chime
Genesys PureCloud
9.1

Pros

Amazon Chime

  • Audio and video quality is very good
  • Easy to sign on and start conversations, other tools I've used sometimes can be confusing or don't always work properly.
No photo available

Genesys PureCloud

  • Clean, easy to teach interface
  • Compatible with Salesforce
  • Easy to set up
  • Easy to maintain and update user profiles
No photo available

Cons

Amazon Chime

  • Needs voicemail
  • Easier deployment for customers who need to include their AD
No photo available

Genesys PureCloud

  • The inability to manually pick up waiting calls is disappointing.
  • Some of the API rate limits are a bit low. It limits the features and functionality of our in-client apps.
  • The UI is clean and modern, but a little more thought could be applied to UX. It's a bit crowded and hard to navigate at times. Fonts' size can be reduced in places. There's too much vertical scrolling.
  • The lack of change history auditing is concerning. It would be nice to see what changes admins are making.
  • Lack of custom handlers.
  • In Architect, assigning a string value to a Skill variable is not possible without using parallel arrays. Why?
No photo available

Likelihood to Renew

Amazon Chime

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 2 answers
GREAT TOOL TO USE AS MAIN PLATFORM
Fernando Rivera profile photo

Usability

Amazon Chime

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
easy of use on call -- email handle still needs some improvement
Fernando Rivera profile photo

Support

Amazon Chime

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
no much experience with them - we use our internal IT as bridge -- it is been some delay on reolve some issues
Fernando Rivera profile photo

Implementation

Amazon Chime

No score
No answers yet
No answers on this topic

Genesys PureCloud

Genesys PureCloud 8.2
Based on 1 answer
good implementation overall - I will recomend more testing
Fernando Rivera profile photo

Alternatives Considered

Amazon Chime

Chime and Biba are interchangeable to me, both accomplish the same task. We have transitioned to Chime as it was created by Amazon and we support Amazon, so it was an easy decision for us. I do enjoy Chime more as it just seems to work effortlessly. I would recommend it to all.
Perry Hahn profile photo

Genesys PureCloud

Alcatel system does not provide an intelligent ACD routing system. No customer recognition, no service call.
Avaya has intelligent ACD routing but we didn't have an expert to make it evolve to the next step and system evolution was really expensive.
Our old system was not worldwide with every country to have a different system. No common model, no common functionalities, no group view our old system have not integrated softphone solution now we can integrate the telephony solution to our new system (Zendesk).
On the term of maintenance, everything is now cloud and no big material (only edge appliance).
Matthieu Frys profile photo

Return on Investment

Amazon Chime

  • Cost is very comparable to Zoom meeting, can even be cheaper per month depending on use
  • Most cost-effective product on the market
No photo available

Genesys PureCloud

  • PureCloud attempts to give multiple customer contact solutions in a single piece of software but only does phone interaction well.
  • PureCloud allowed us to retire a separate email ticketing system that cost us additional money, but with some noticeable limitations.
  • PureCloud is easy to use for users.
  • PureCloud provides terrific analytics for reporting and tracking data.
Michael Jacobson profile photo

Pricing Details

Amazon Chime

General

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

Genesys PureCloud

General

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

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