Natterbox vs. Skype for Business / Lync (discontinued)

It is an awesome tool for companies that have a hybrid or even fully remote setup and where the integration with Salesforce is needed. The solution completely replaces old phone systems and adds another layer of data to Salesforce, to give an even better view of the interaction with clients, adding automatically events/activities which can in turn be used to reporting purposes.

Incentivized

Skype is useful for collaborations across distances, including work from home, as well as a more convenient way to communicate with a large group of people. Skype is also useful to communicate with specific parties quickly, rather than relying on cellular service in areas where not as available. Skype is less useful if the team does not use computers , tablets, smartphones, etc in daily workflow as it would rarely be used.

Incentivized

• Great Interface
• Friendly Admin backend
• Great integration with Salesforce
• Support responsive and actively working to solve issues
• Customer Manager accessible

Incentivized

• Group Chat option allows multiple people to have a conversation away from the main presentation
• Integration with Microsoft Office allows easy usage of excel, PowerPoint and other MS programs
• Easy calendar integration for Microsoft Outlook
• Mobile interface is very easy and intuitive

Incentivized

• For our use case, Natterbox fits all checkboxes, we're now starting to investigate the use of their AI, but that's in very early stage.

Incentivized

• Probably the biggest area is the video element as it has historically struggled in this area.
• The need to be forced to federate with another organisation by providing yours and enabling the other organisation settings is a bit tedious but once done, allows for simple collaboration between third-parties.
• Functionality wise, as it's an older product and being superseded by MS Teams, it feels as if it's run its course but was very good for what it does/did at the time.

Incentivized

I honestly feel that with most people using iPhone nowadays, it's easy to just call or use FaceTime if you need to be in touch with a client. Unless you need to have a conference call, there are plenty of ways to get in touch with a client otherwise besides using a somewhat inefficient program.

Incentivized

We use the Natterbox CTI interface, seating on top of and integrated with Salesforce. The interface is minimalist, popping up as the calls arrive and bringing the Caller's details if they exist in Salesforce. The user then have the possibility to open the Caller's record and visualise the details and add notes, or make the notes in the pop-up window which will end up in the contact's record activity. Very easy to use. The routing queue interface is also very user friendly with drag and drop items that make it visually easy to read and understand.

Incentivized

Very easy to use. Even though Microsoft Teams has a lot of features and integrations, as a user I feel completely comfortable on finding what I need, getting information about the app extensions and using them. It's a very comprehensive tool, intuitive design and does not make me feel tired to be using it. I am glad with the current experience.

I have only had to reach out to the Support team at Skype for Business once with an issue, and I was pleasantly surprised and encouraged by the quickness and thoroughness of their response. The wait time was short and my question was dealt with politely and clearly, so I would say the support team has it together.

Incentivized

Skpe for business is utilized company wide in regards to my company. Everyone not only uses it, but uses it often. It is an effective way of communicating. It also integrates very nicely with outlook and all conversation history is pushed to a folder within the outlook system. We also have it so that if someone misses a message, they are sent an email reminder saying that there is a message that went unread.

Incentivized

When signing up with Natterbox, our first goal was to replace the landline phone system as Covid hit and people moved to remote work. Second goal was to have a system that would integrate with Salesforce and provide an interface that would be easy to work with and learn for all levels of tech expertise. Those two goals were only achieved by Natterbox, by far.

Incentivized

Skype for Business, now part of Microsoft Teams is just better for us since we were already a Microsoft productivity suite (Office) user. No additional cost when we went from traditional product license model to SaaS. Continuous integration and upgrades with MS 365 make it even easier to use and therefore stickier.

Incentivized

• It doesn't matter where anyone is physically located now, everyone can have their calls delivered to their mobile or laptop and answer them.
• We now have internally the capacity to manage our call queues.
• We now have a lot of data to report on, either grouping the calls by Campaign on Salesforce, or grouping them by Inbound or Outbound calls, or by User, or by Team.

Incentivized

• In the move to WFH for the over 90000 employees of the firm in 13 different timezones, Skype for [Business], as the primary communication tool has been the most critical factor in ensuring there's not a communication breakdown.
• An average of 7 calls a day and around 50-60 text messages are sent via Skype for [Business]. These communications are critical for [the] continued delivery of our services.
• Video/voice calling and screen sharing features of Skype have played a great role in simulating a shared workspace scenario in the virtual mode as best as possible.