IBM Sametime is a solid, reliable solution!
Updated February 26, 2016

IBM Sametime is a solid, reliable solution!

Chris Whisonant | TrustRadius Reviewer
Score 9 out of 10
Vetted Review

Overall Satisfaction with IBM Sametime

Currently, due to the nature of our being a small company, our organization does not use Sametime for internal communication purposes. We do, however, recommend, install, and maintain Sametime for many of our customers. Generally we see that Sametime is used across entire organizations and often certain departments will use it differently than other departments. Sametime can address many business problems depending on how many Sametime options are deployed - it can serve the purpose of just IM, persistent chat rooms, meetings, and/or VOIP.

Pros

  • Sametime can be installed in any number of ways to provide as little or as much functionality and integration as you want.
  • The backend capabilities of the Video components are quite amazing for providing the streaming capabilities.
  • As a telephony client, being able to have it integrated out-of-the box with your primary mail and application platform (IBM Notes) for presence and communications is a great win.
  • IBM allows for this to be run either on-premises or in their IBM Cloud.

Cons

  • On-premises installation for anything beyond the basic chat functionality can get tricky quite fast. The requirements for hardware also grow exponentially.
  • Sometimes administration of users can be problematic when it comes to reliably pushing down policies.
  • The core IM UI goes through stages of years of stale look and feel. Though I believe a new UI may be coming with the next major release.
  • There are often times where the IBM Cloud implementation has features that take a while to make it back into the on-premises codebase.
  • In general, customers of IBM Notes would be able to use the core IM components as part of their license. This is good in itself, but also can lead to further desire to have more of the Sametime options.
  • On-premises installations have been good for our consulting business.
  • For customers, being able to provide presence awareness with global resource has been a huge time-saver.
Sametime's flexibility with regards to the options available is quite a compelling reason. For an on-premises solution, Sametime is great. One of the major benefits for current IBM Notes customers with the IBM Cloud option when compared to something like Skype is the seamless integration with the mail client and current systems along with other IBM solutions.
Sometimes it may be overkill for small companies, however the IBM Cloud option definitely makes up for this. I wouldn't necessarily recommend that Sametime be used to fully replace or become the primary VOIP installation, however it is well-suited for being able to provide a quick and reliable way to reach out to others from IM and then take that from a text-only conversation to either a voice/video call or a full-blown meeting with additional people.

HCL Sametime Feature Ratings

Call reports
Not Rated
Directory of employee names
10
Answering rules
7
Call recording
Not Rated
Call park
Not Rated
Call screening
Not Rated
Message alerts
Not Rated
Video conferencing
9
Audio conferencing
Not Rated
Mobile app for iOS
9
Mobile app for Android
9

IBM Sametime Support

I have to use support for many customers. However, support is generally quite responsive and continues to see an issue through to resolution and I would recommend using their knowledgeable and well-trained staff.
ProsCons
Knowledgeable team
Problems get solved
Kept well informed
Immediate help available
Support understands my problem
Support cares about my success
Quick Initial Response
Escalation required
Yes - As with the response to the previous question, I have often had to use IBM Sametime Support. Depending on the complexity of the environment and the nature of the
issue, sometimes support can take a long time to get to a resolution (if
we ever do - there have been two recent issues specifically which never
ended up with a final resolution). But in general they are able to identify some root causes quickly and will escalate or get development involved when needed.
I have had some recent support calls with IBM about Sametime and with many of them I tend to work with the same technicians. This leads to some good relationships and the technicians are generally very helpful. Recently, I had a quite positive experience with a potentially complicated authenticated solution. IBM was able to gather their teams together and work with me and my large customer to come up with a workable solution.

Using IBM Sametime

The interfaces for end users are very well developed whether it's a Rich Client, browser, or mobile.
ProsCons
Like to use
Relatively simple
Easy to use
Technical support not required
Well integrated
Consistent
Quick to learn
Convenient
Feel confident using
Familiar
None
  • Starting a conversation via chat, voice, video, and/or meetings.
  • Finding out who is online and getting notified when certain people do come online.
  • Updating your presence status.
  • Integrating your presence status with your calendar.
  • Some of the default notification settings are a little "nagging" and can be a little deep in the settings for the users to change. We typically have to update a config file when rolling out the client to users.
  • Browsers/Plugins/Java/Etc... requirements for web-based meeting rooms. Roll the dice and hope you pick a winner for the week...
Yes - The apps for Android and iOS are excellent! The functionality provided is really above par.

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