HCL Sametime vs. MiContact Center

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.

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We used to have Cloudagent from Ozonetel and due to multiple downtimes and frequent disconnects, It is a good tool for a well-settled call center but is not suitable for startups due to high procurement costs. But the sophistication makes up for the lack of support from the team. The tool is absolute bliss.

• 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.

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Independently Invited by TrustRadius

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• Call forwarding
• Voicemail
• Detailed contact list

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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

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Independently Invited by TrustRadius

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• Can be little economic
• Hustle to find the right analysis
• Support can be improved

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

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

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I have not needed to use the Sametime support team. Our local support team was able to configure it for me.

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Independently Invited by TrustRadius

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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, but 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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

- Great Tool for contact center who would like to have all the processes under single roof - Premium features and best analytics to understand the process metrics - We have been able to onboard new joiner's easily without much support form the MITEl team and they have been working ever since.

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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• 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.

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Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info

• It keeps all side of our company connected
• Helps facilitate remote work

Incentivized

Independently Invited by TrustRadius

A de minimis incentive was given to thank the reviewer for their time. The incentive was not used to bias or drive a particular response, nor was the incentive contingent on a positive endorsement. More Info