What users are saying about
16 Ratings

Genesys PureCloud

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59 Ratings
16 Ratings
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Score 7 out of 101

Genesys PureCloud

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59 Ratings
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Score 7.7 out of 101

Add comparison

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

Genesys is well suited for large center or centers that need to move volume. It is great to be able to see a birds eye view of where available agents are. From a high manager level it shows a great view to make the best business decisions needed by using the dashboard. It is also well suited in reporting and what all you can breakdown to see specific agent data. It is less suited for a smaller shop as it is pricey to pay per user and this product can be more expensive
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Feature Rating Comparison

Performance & Compatibility of Online Events Software

Amazon Chime
7.9
Genesys PureCloud
High quality audio
Amazon Chime
8.7
Genesys PureCloud
High quality video
Amazon Chime
8.5
Genesys PureCloud
Low bandwidth requirements
Amazon Chime
6.8
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
6.8
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
7.2
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
7.9
Agent dashboard
Amazon Chime
Genesys PureCloud
7.3
Validate callers
Amazon Chime
Genesys PureCloud
8.1
Outbound response
Amazon Chime
Genesys PureCloud
7.4
Call forwarding
Amazon Chime
Genesys PureCloud
7.7
Click-to-call (CTC)
Amazon Chime
Genesys PureCloud
8.2
Warm transfer
Amazon Chime
Genesys PureCloud
7.9
Predictive dialing
Amazon Chime
Genesys PureCloud
7.9
Interactive voice response
Amazon Chime
Genesys PureCloud
7.8
REST APIs
Amazon Chime
Genesys PureCloud
8.5
Call scripts
Amazon Chime
Genesys PureCloud
8.2
Call tracking
Amazon Chime
Genesys PureCloud
8.1
Multichannel integration
Amazon Chime
Genesys PureCloud
7.5
CRM software integration
Amazon Chime
Genesys PureCloud
7.6

Workforce Optimization (WFO)

Amazon Chime
Genesys PureCloud
7.5
Inbound call routing
Amazon Chime
Genesys PureCloud
8.4
Omnichannel inbound routing
Amazon Chime
Genesys PureCloud
7.8
Recording
Amazon Chime
Genesys PureCloud
8.4
Quality management
Amazon Chime
Genesys PureCloud
7.6
Call analytics
Amazon Chime
Genesys PureCloud
7.5
Historical reporting
Amazon Chime
Genesys PureCloud
6.3
Live reporting
Amazon Chime
Genesys PureCloud
7.3
Customer surveys
Amazon Chime
Genesys PureCloud
6.8
Customer interaction analytics
Amazon Chime
Genesys PureCloud
7.2

Pros

  • 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
  • PureCloud reps are knowledgable and prompt with answering any questions or addressing concerns.
  • PureCloud offers a great website to self teach.
  • PureCloud allows users to track their own metrics and usage with options for customizing time frames.
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Cons

  • Amazon Chime is not user friendly. People who we have meetings with who have never used Amazon Chime regularly have difficulty connecting to the call, especially if the call is international.
  • You have to download Amazon Chime to share your screen. When we need our prospects to share their screen for a product training, asking them to download a meeting software is awkward and not smooth.
Shane Finnegan profile photo
  • There is no training offered without additional monies being paid. Genesys should offer live training and the ability for new users to understand how to use the system.
  • Genesys doesn't allow users to customize their own reports; when exporting reports there is much manual manipulation required to transform data to gain meaningful insights. For example: once exported the user has to copy/paste the table to a new tab in excel to be able to filter, durations include queue time and wrap up time, callback time includes the time from the callback selection to the time the agents call back, it's difficult to filter by agent unless the user understands which agents belong to which groups (there is no 'select all'), not all performance options are able to be exported and the fields are not in the preset reports. There is a lot of room for growth in the reports section.
  • There is not an easy way to view agents' status live and historically other than exporting a report and manually spending hours manipulating the data and creating a visual via another program. Visuals need to be more robust and present within the tool prior to exporting.
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Alternatives Considered

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
Chose PureCloud due to limitations of other tools in certain regions
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Return on Investment

  • Amazon Chime has negatively impacted our ability to perform demos and calls. Some prospects are late to calls because Chime isn't working, or they give up and don't join the call at all.
  • Amazon Chime also makes us look unprofessional when we have to ask them to download a conferencing software for screenshare meeting, when many other alternatives are web-based.
Shane Finnegan profile photo
  • The lost call numbers have been zero since we implemented PureCloud.
  • PureCloud has provided the ability to review supports performance on few clicks.
  • Reporting is still a challenge for PureCloud. Almost every report we require needs to be sliced and diced into Excel or other software. You cannot use reports as is without formatting them. or use analytics tools such as Power BI or Tableau.
Poojan Mitra 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

Amazon Chime More Information

Genesys PureCloud

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

Genesys PureCloud More Information