Likelihood to Recommend As I said, I really like the platform because you consolidate everything in the same place. But for Brazil, it still has to adapt. For example, the time zone, the dialing rules. Dialing control is still not clear, it is not transparent. It still needs to evolve.
Read full review Sametime is well suited for very quick conversations, where you know the person is an active Sametime user. It also serves as an easy way to reach out to someone you may not know when looking for an answer to a quick question, as they are likely to be a Sametime user. Do not, under any circumstances, attempt to use Sametime for Audio or Video chat. The quality and reliability are horrendous.
Read full review Pros One thing that we really love is the bot capabilities. On our inbound calls for our contact center, we've got a voice spot, and that routes all of our calls for us. We've managed to move away from a traditional IBR and move to a single question for the majority of cases and the customers go through so much faster. So at the moment, the time it takes for a customer to get to our queue is about 27 seconds. Previously that was well over a minute. We've seen huge improvements with it. Read full review Sametime's web-based interfaces are "zero load", requiring no plug-ins to be installed to join a meeting, launch a meeting, or use chat in a browser. A plugin is required only if you want to share your screen. Integration with IBM Notes is very tight. Sametime's chat status can change according to your Notes calendar. You can easily see if someone who just emailed you is available to chat. Your chat History is right inside Notes as well. IBM's mobile apps are top notch. We automated the apps for our users thanks to IBM's work with third party MDMs. This made it very simple for us to deploy the Sametime mobile apps -- Chat and Meetings -- and get new capabilities such as Audio & Video mobilized quickly. No down time, ever. The rock solid WebSphere back-end of Sametime means the environment is always up. Period. Read full review Cons Mostly just little things I'd like to see. I know that, obviously, moving from one platform to another one, there's going to be bumps where we're used to doing something one way we have to learn the new way. So that hasn't been too much of a problem, but there are little quirks I think could be better. I think searching through the menus could be a little easier instead of always having to go back to the main menu so then go to the next menu. That could be a little easier. And mostly just other little tweaks like with gamification on some of the scorekeeping would be a good thing. Read full review Not convenient for a large group meeting. Very basic tool for internal communication only not available for third party communication Very basic and limited mobile app features. High speed connection is needed to connect to Sametime Read full review Likelihood to Renew The upcoming upgrades working with Genesys Cloud and Salesforce are very exciting. Even though we don't use Genesys Cloud to the fullest extent it can be used (we just migrated a year ago), when these upgrades roll out, I am very excited to see what it can do to for our agents. I think they are going to be very impressed
Read full review Sametime is now an embedded experience for our users. They know it, they like it, they use it, and they expect it to be wherever they are. Because it is pretty easy to use and NEVER goes down, users know they can rely on it and won't be frustrated by it. Sametime is right up with there with Microsoft Office in terms of user adoption and appreciation.
Read full review Usability Everything is very good. It is very useful, friendly to users and it makes our work easier than what we expected. I think that I don't need any help from someone on how to use Genesys coz basically they will directly feed it to you without any hassle on using it.
Read full review Just about everything works the way you expect it would and it's relatively easy for users to figure out. Sametime was one of those things that we started with only a few people as a "test" and before the test period was done we discovered a few hundred people had figured out how to log in and most got it working all on their own. Many of our users want to use Sametime and do so regularly; we do not have to create policies enforcing its usage. Users find it practical to use Sametime to do things like chat, transfer files, share their screen, and so forth.
Read full review Reliability and Availability 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.
Read full review Typically if Sametime is not available, it's because Windows Updates were done on the servers and they were not rebooted. However, that's not a problem with Sametime -- in fact, if you have Linux you could probably run Sametime for years without any hiccups whatsoever. We have no internal Linux expertise.
Read full review Performance 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.
Read full review Generally very good. Occasionally AV or screen-sharing will stutter and every now and then I hear of it dropping out altogether, but in all cases it was easy to re-establish
Read full review Support Rating Support does indeed resolve the issue but they seem to be really slow and I have to stay on them to get my ticket handled. Everyone I have interacted with is very professional and pleasant. Other than being slow its been a good experience
Read full review I have not needed to use the Sametime support team. Our local support team was able to configure it for me.
Read full review In-Person Training Genesys team that provide trainings are friendly and professional. They helped us to understand well the product and the functionalities. The training was detailed with use cases. At the end, we got a task to develop that ended with success and we got some Genesys rewards. It was amazing experience
Read full review Online Training I have taken the preparatory course for Genesys Cloud Certification. I must say that it is a good training for administrators and analysts. The bibliography is very clear and is easy to identify the topics, which are conveniently separated. It is, in my opinion, mandatory for those who want to exercise the position of Genesys Cloud platform administrators.
Read full review Implementation Rating 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.
Read full review Alternatives Considered We actually evaluated quite a few products before we moved to Genesys Cloud CX. We had a vendor selection process which went for about six months, and it was pretty rigorous. Five9 was one of them. I think we didn't check out Topdesk so that they were out of the picture, but I think Nice inContact was also there as part of that. So those were the two top contenders. We like Genesys for their workforce management. Five9 - I think they were using some age-old software, to be honest, that was not as automated as Genesys, so we liked it.
Read full review We use
Jabber globally in our company and Symphony (no relevant app in able list) in some of the teams as well. All these are instant messenger tools, bu
t Sametime is the easiest one to be used and its chat history is easy to be searched. Sametime can be used to contact almost all internal staff as it’s included in default computer package. Symphony is used to chat with front end business while
Jabber is used for call.
Read full review Contract Terms and Pricing Model Genesys provides Licensing in 3 tier subscription types of licenses on top based on any business requirements then any sort of feature/functionality inclusion (or removal) is discussed openly. There are 2 types of billing models available which are "Named" and "Concurrent" based on the type of roles users will perform in Genesys Cloud CX environment (eg. Agent, Supervisor, Administrator, and Business Users) Also, the billing period/frequency starts on the actual day the platform is delivered.
Read full review Scalability We were able to successfully implement Genesys Cloud (formerly PureCloud) to multiple departments successfully with a range from low call volumes to very high.
Read full review Sametime is rock solid. It runs on WebSphere, DB2 and other related IBM technologies. This does mean the back-end is highly complex and very difficult to learn and get comfortable with, however.
Read full review Professional Services Professional services are definitely much more experienced than the support teams, and the price for their services is very fair. I wish that the support team could help answer simple questions about work that the PSS team does, however, so that we do not have to use our SOW for simple Q&A emails.
Read full review Return on Investment That's a good question. I've been with the company for seven months. I don't know if there's been a huge impact on ROI or finances. Now, in Genesys, I need a carrier that fits directly into Genesys. So, for us, that's going to cut the costs of having a traditional SBC with a traditional Telco. Genesys offers us that. You can't do that with another traditional telephone system. So one of the advantages, I think, for the dollar, is that I can bring my own carrier that fits directly into Genesys and eliminate the physical layer, so I can also play with my channels on that side. I can manage my telephone according to the times of year when the call centers are busier or less busy. From a financial point of view, that can be a positive thing. In terms of return on investment, the company I work for had already been on Genesys PureConnect for years. So moving to PureCloud was a logical one because PureConnect was disappearing. I'm not sure if I have the answer, whether we've made savings or huge savings. One thing's for sure: ease of use, the whole customer experience aspect, the fact that we can chat and interact by email, these are things that weren't possible with the old versions. That's a positive thing. Read full review Sametime keeps many of our team members in contact throughout the day which leads to increased productivity which makes everyone happy. We use the team chat room feature every day. This allows a team to stay focused on the task without any extra messages that are not on topic. The split between IBM Sametime, Slack and Google Hangouts has caused some issues when team members are not checking for messages on a certain app. Read full review ScreenShots Genesys Cloud CX Screenshots