What users are saying about
92 Ratings
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Top Rated
362 Ratings
92 Ratings
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Score 7.8 out of 100

Genesys Cloud

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Top Rated
362 Ratings
<a href='https://www.trustradius.com/static/about-trustradius-scoring' target='_blank' rel='nofollow noopener'>trScore algorithm: Learn more.</a>
Score 7.8 out of 100

Likelihood to Recommend

Chatter

[Chatter] is the tool that makes our relations
stronger. It provides advanced ways of communication. I have trained my many
team members because of the easy features and functions of this tool, It is very user-friendly. Give it a try if you want to improve your relations with your
customers. It will surely enhance the productivity of your organization.
Yolanda Pouwels | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud makes a fantastic resource for a medium or growing business' call center. It can support multiple teams and allows the monitoring of chat and email as well which many companies are looking to utilize. Functionality of Genesys Cloud cannot be beat at its price, but some small businesses may be priced out of utilizing it.
Anonymous | TrustRadius Reviewer

Feature Rating Comparison

Project Management

Chatter
7.1
Genesys Cloud
Task Management
Chatter
7.2
Genesys Cloud
Gantt Charts
Chatter
7.4
Genesys Cloud
Scheduling
Chatter
6.9
Genesys Cloud
Workflow Automation
Chatter
7.1
Genesys Cloud
Mobile Access
Chatter
7.3
Genesys Cloud
Search
Chatter
6.9
Genesys Cloud
Visual planning tools
Chatter
6.8
Genesys Cloud

Communication

Chatter
8.2
Genesys Cloud
Chat
Chatter
8.4
Genesys Cloud
Notifications
Chatter
8.2
Genesys Cloud
Discussions
Chatter
8.4
Genesys Cloud
Surveys
Chatter
7.5
Genesys Cloud
Internal knowledgebase
Chatter
7.9
Genesys Cloud
Integrates with GoToMeeting
Chatter
9.1
Genesys Cloud
Integrates with Gmail and Google Hangouts
Chatter
7.5
Genesys Cloud
Integrates with Outlook
Chatter
8.5
Genesys Cloud

File Sharing & Management

Chatter
7.5
Genesys Cloud
Versioning
Chatter
6.8
Genesys Cloud
Video files
Chatter
6.8
Genesys Cloud
Audio files
Chatter
6.8
Genesys Cloud
Document collaboration
Chatter
7.7
Genesys Cloud
Access control
Chatter
7.3
Genesys Cloud
Advanced security features
Chatter
8.0
Genesys Cloud
Integrates with Google Drive
Chatter
8.5
Genesys Cloud
Device sync
Chatter
8.0
Genesys Cloud

Contact Center Software

Chatter
Genesys Cloud
8.2
Agent dashboard
Chatter
Genesys Cloud
8.4
Validate callers
Chatter
Genesys Cloud
7.7
Outbound response
Chatter
Genesys Cloud
8.0
Call forwarding
Chatter
Genesys Cloud
8.4
Click-to-call (CTC)
Chatter
Genesys Cloud
9.0
Warm transfer
Chatter
Genesys Cloud
8.8
Predictive dialing
Chatter
Genesys Cloud
6.8
Interactive voice response
Chatter
Genesys Cloud
8.5
REST APIs
Chatter
Genesys Cloud
8.5
Call scripts
Chatter
Genesys Cloud
8.5
Call tracking
Chatter
Genesys Cloud
8.7
Multichannel integration
Chatter
Genesys Cloud
8.2
CRM software integration
Chatter
Genesys Cloud
7.6

Workforce Optimization (WFO)

Chatter
Genesys Cloud
8.1
Inbound call routing
Chatter
Genesys Cloud
8.6
Omnichannel inbound routing
Chatter
Genesys Cloud
8.5
Recording
Chatter
Genesys Cloud
8.6
Quality management
Chatter
Genesys Cloud
8.2
Call analytics
Chatter
Genesys Cloud
8.5
Historical reporting
Chatter
Genesys Cloud
8.1
Live reporting
Chatter
Genesys Cloud
8.2
Customer surveys
Chatter
Genesys Cloud
6.8
Customer interaction analytics
Chatter
Genesys Cloud
7.6

Pros

Chatter

  • Chatter provides us with a live internal conversation for all to see without the noise that other mediums have i.e. e-mail.
  • One of the main features that really works well is the 'Groups' that you can join. We have multiple groups set up to not only distribute procedural changes and communicate news etc, but also have conversations around upcoming tasks in the months ahead.
  • Chatter works really well in instances where we need to look over historical conversations that have been had and the sentiment of those conversations with our shareholders, often using hashtags.
Glen Tylee | TrustRadius Reviewer

Genesys Cloud

  • Very simple implementation.
  • All features are included.
  • Good RT Monitor & Historical Reports possibilities.
  • Good OOB RT Monitor.
  • Simple and "intuitive" administration tool.
  • Very good and simple process for adding (Provision) and installing Edge (also Virtual Edge).
  • Very good voice quality.
Anonymous | TrustRadius Reviewer

Cons

Chatter

  • Groups does not have the private messaging functionality. Since most collaboration takes place in Groups, private messaging would allow for relevant conversations to be contained and not reside separately.
  • On a Group index page, there are two boxes for Information and Description. These content types seem redundant. You could replace both with a content type called About the Group. There could also be another box listing the Owners for quick reference.
  • On the main index page, the newsfeed has the same look and feel of most social platforms like Facebook, LinkedIn, Jive, IBM Connections, SharePoint. There could be an alternate display of tiles that shows People you interact with most frequently, Files you access most often, most recent Topics, etc. The display could be something like Delve in Microsoft Office 365.
  • On the main index page in the right rail, it would be useful to have the ability to incorporate RSS feeds to gather outside content. Many departments heavily leverage RSS feeds to compile competitive intelligence and cultivate general awareness.
  • For user profiles, can we combine Feed and Overview into one consolidated view? It would save users a click to find relevant information about the person. Also, the Contact module should also have the person's phone number for convenience.
  • The Files feature does not allow for real-time, concurrent document editing. You have to download the document, make your edits, save, and then upload a new version, which only allows for one editor at a time.
Joseph C. Chang | TrustRadius Reviewer

Genesys Cloud

  • Genesys Development Project for WhatsApp platform will allow users to view and save audio and video files sent by the client.
  • Allowing Agents to communicate easily while on or off queue.
  • Genesys has an E-Learning for the users to make sure all agents are up to date.
Jawad Hammash | TrustRadius Reviewer

Likelihood to Renew

Chatter

Chatter 8.1
Based on 2 answers
Chatter can fulfill at least 85-90% of our business requirements in an easy-to-use platform. Usability is a key requirement and we have had our share of bad usability experiences. In our experience, even the most novice users were able to pick up Chatter in a relatively short amount of time with little/no assistance.
Joseph C. Chang | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.2
Based on 15 answers
For the most part the Genesys platform meets our needs. There are some areas where the system falls short of our needs/desires, but Genesys has been receptive to requests and began development on some items to help meet our needs
Anonymous | TrustRadius Reviewer

Usability

Chatter

Chatter 7.3
Based on 7 answers
It is easy to use but the impact of it feels like it is a bit antiquated. It does not feel collaborative and real time. Chatter is more akin to email versus Slack or Hangouts where it feels like problems are being solved as you are communicating.
Anonymous | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 8.1
Based on 36 answers
An OK call center platform for a company that does not have a high in-house IT support skillset. For a company with good engineers, I would recommend Cisco. The applications are not great but usable. There is not good ADFS support and is not considered crucial by the company. When you delete an agent, their recordings go away. Problems like that make the product just an average solution suitable for companies not expecting the absolute best in productivity and support.
Usama Ahmed | TrustRadius Reviewer

Reliability and Availability

Chatter

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 5 answers
We had a couple of times where there were application issues or unplanned outages, but they were resolved very quickly. We were never in the position where it was a total outage, which is very important.
Danette Babyn | TrustRadius Reviewer

Performance

Chatter

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.6
Based on 5 answers
The pages are loading quickly but not every time. There is a delay sometimes. About the integrations, everything is working as expected, there is no slow down.
Nikos Papakonstantinou | TrustRadius Reviewer

Support Rating

Chatter

Chatter 7.5
Based on 35 answers
If I ever came to a situation where i needed help they do a very good job of getting back to us quickly to explain our error or why we are not seeing something. The support is quick to help provide groups or teams if you seek. Fortunately it is user friendly so I rarely need support
Anonymous | TrustRadius Reviewer

Genesys Cloud

Genesys Cloud 6.6
Based on 99 answers
I would say that the overall support process is good, as it is the same as we had for Genesys Pure Connect Cloud, but because the product is still quite young, there are some things that take longer to troubleshoot or resolve. There is constant development on this platform, so items are being addressed quickly.
Kristopher Kauth | TrustRadius Reviewer

In-Person Training

Chatter

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.2
Based on 1 answer
It was great. Interactive Intelligence Personnel made numerous trips to our corporate office.
Raymond Richardson | TrustRadius Reviewer

Online Training

Chatter

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 7.3
Based on 3 answers
Architect and Data Actions are not well covered. That was my biggest gap after completing the training.mypurecloud.com modules and passing the certification exam.
James Riley | TrustRadius Reviewer

Implementation Rating

Chatter

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.0
Based on 19 answers
The support engineer that I partnered with during the implementation was exceptional. Every element of the process was done together and the end result of the efforts to grow the knowledge to be able to hand over at the end enabled a pretty smooth transition.
Matthew Calton | TrustRadius Reviewer

Alternatives Considered

Chatter

Skype is used more for audio calls. Chatter is used to track updates on items of interest in Salesforce. Chatter is deeply integrated with other Salesforce products. No other competing products come close. Slack is a traditional project management tool. So it does not compete with Chatter. Because of its close integration with Salesforce, it is a unique tool for Salesforce users.
Naveen Gabrani | TrustRadius Reviewer

Genesys Cloud

All it had was a simple dialer, but it didn't have anywhere near all of the details that Genesys Cloud has. [It] didn't allow me to see how many calls I was receiving or making throughout the day. [Also, it] didn't notify me about any voicemails that were left in my inbox or anything. Incomparable to be honest.
Sebastian Cuadras | TrustRadius Reviewer

Scalability

Chatter

No score
No answers yet
No answers on this topic

Genesys Cloud

Genesys Cloud 8.7
Based on 4 answers
We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Danette Babyn | TrustRadius Reviewer

Return on Investment

Chatter

  • Chatter has closed deals faster, and brought us in revenue at a quicker rate in turn.
  • Chatter has left some things undone simply because people didn't see it and it has cost us a few deals.
  • Overall, Chatter has brought us a cleaner, more efficient Salesforce process and brought in revenue because of organization.
Anonymous | TrustRadius Reviewer

Genesys Cloud

  • The aproximate ROI is 25-30% since our previous contact center solution.
  • Integration with modern application would have been impossible without Genesys Cloud.
  • Genesys Cloud was the best way to get into a cloud environment, partially at first and then migrating resources as needed.
  • The operation grew 50% from the beginning, and this expansion was carried out quickly and safely since the Genesys Cloud tool allows it to be done with minimal impact.
Rodrigo Avila | TrustRadius Reviewer

Screenshots

Pricing Details

Chatter

General

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

Chatter Editions & Modules

Additional Pricing Details

Genesys Cloud

General

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

Genesys Cloud Editions & Modules

Edition
Starting Price$900.001
Maximum Price$1,680.001
  1. Per Year
Additional Pricing Details

Rating Summary

Likelihood to Recommend

Chatter
7.8
Genesys Cloud
7.7

Likelihood to Renew

Chatter
8.1
Genesys Cloud
8.2

Usability

Chatter
7.3
Genesys Cloud
8.1

Reliability and Availability

Chatter
Genesys Cloud
8.7

Performance

Chatter
Genesys Cloud
7.6

Support Rating

Chatter
7.5
Genesys Cloud
6.6

In-Person Training

Chatter
Genesys Cloud
8.2

Online Training

Chatter
Genesys Cloud
7.3

Implementation Rating

Chatter
Genesys Cloud
8.0

Scalability

Chatter
Genesys Cloud
8.7

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