It is utilized by multiple departments, but the true active use by one team within the customer service center. It is also accessed by a couple of other departments, including marketing and residential lending.
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It is utilized by multiple departments, but the true active use by one team within the customer service center. It is also accessed by a couple of other departments, including marketing and residential lending.
LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience.
The daily chat functionality is the most valuable, which is the customer communication piece. They have now rolled out many more features that I can talk about, but the most valuable is the functionality to connect with customers.
LinkLive’s single interface makes it very easy for agents to switch between modes on the fly, share files, co-browse, and schedule a follow-up.
LinkLive's security first approach is excellent.
LinkLive provides flexibility to work across multiple channels and business units, and this flexibility is extremely important. However, up until recently, it was not convenient because the camera resided on the laptop but we had VPN on our desktop, which did not have a camera. So, we had to switch between VPN and laptop in order to utilize the chat video.
It doesn't reduce complexities because it is another channel. It is a very effective tool to offer to our customers, but it adds complexity. You need to manage that channel and hold to expectations.
The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two.
I would like a live dashboard. I get reports delivered at month's end, so I really don't see live activity at the moment. I don't get daily reports of chat interactions and chat loss. While this could be available in the new release, i.e., the web-based version, I don't have experience in that.
I have been using it for about four years.
There is no maintenance. Once it is up and running, it is very stable. The stability is excellent. It hasn't gone down, not that I am aware of. It is very easy to scale LinkLive.
The scalability is excellent. When we bring on new staff, we have a very simple install process, which includes agent activity and bringing the agent onboard. However, in the future, it would be web-based, which would even eliminate that step.
The technical support is very valuable when needed, which is not often. It is only generally used with new agent onboarding. I would rate them as eight out of 10.
Positive
We didn't use another solution prior to using LinkLive.
We just did the upgrade to video document sharing.
The actual implementation was easy. They had great support who answered every question and held our hands. Perhaps, if they had said, "Hey, if you use VPN," we may not have been at the 11th hour, "Oh, are we going to make an adjustment?"
Because of the effective tool and good experiences, we upgraded to the latest version with document sharing and video. The return on investment has been worth it for us because of the improved customer opportunities for business development.
The benefits were quite immediate. It absolutely has resulted in better customer experiences as well as provided more channels for customers to interact and do business the way customers want to do it.
It was introduced shortly before my engagement. Therefore, I don't have details on the pricing.
It is a great solution. There are not many competitors out there.
It was a complex solution that we adapted to quickly.
My advice is just have a bit more communications with the sales team, getting to know the functionality. This advice is for the desktop-based version. Now that it will be web-based, it may eliminate that.
We have adequate agent coverage. Generally, our abandonment rate is very low. Looking at reports at the month's end, we have done a good job and don't lose many chats. This has been more because of manual internal training and efforts, instead of LinkLive.
We have email, Link-Live, and phone for our communication channels, so it doesn't need to be centralized. It can be decentralized as long as we have access.
The browser-based user experience offered by LinkLive was introduced to us about three weeks ago. Therefore, we are still resident on desktops and laptops. The problem is we won't convert because our bank is merging with another bank. For that reason, we probably won't convert, but we are testing it.
I will be doing a presentation on the application, and perhaps the new bank will be interested in continuing with the solution, but that is unknown.
I would rate LinkLive as nine out of 10.
Amazon Connect is a contact center solution we use for our support services. It allows us to better serve our customers.
It's been really useful for customer support operations. We have used a traditional telephone system before, so this is much better. No complaints.
It was surprisingly easy to integrate Amazon Connect with our existing IT systems. We've connected it with a lot of other AWS solutions.
I like the call flow functionality. It lets us easily decide how to route calls, which is extremely helpful.
There's a basic support function when it comes to real-time analytics features. They also recently launched an AI feature that automatically analyzes calls.
So, the analytics functions help with decision-making. It helps us with staffing to know how to best support our customers.
When it comes to the flexibility and customization options in Amazon Connect, I would rate it a ten out of ten.
I would like to add more outbound features. Right now, it's really strong with inbound but it could be better with outbound calls.
In future releases, I would like to see features related to outbound dialing. If they could add an automated outbound feature, similar to a predictive dialer, that would be really helpful.
We work with different Amazon products. We use CloudWatch for monitoring and rely heavily on the cloud right now. We have other teams working on functions with AWS Lambda.
So, I have been using Amazon Connect for five years now.
I would rate the stability a ten out of ten. It is a stable product.
It is easy to scale. I would rate the scalability a ten out of ten.
There are around 300 end users in my company.
No complaints. The customer service and support are good. I am happy with the response time and quality of support.
Positive
We used other systems before for outbound calls and telephony needs. Amazon Connect is really simple, straightforward, and very flexible. It has a real edge over competitors.
The initial setup is very simple.
We deployed it ourselves.
I would rate the pricing a nine out of ten, with ten being the most affordable.
The pricing is quite reasonable. Connect charges fairly per call.
Overall, I would rate the product a ten out of ten. I would definitely recommend it to other users. Because Amazon Connect is a robust telephony system, it handles incoming calls perfectly.
However, for enterprises to get maximum use, we often need a dialer system. For example – you have a list of people to call, you load it, and the system automatically dials and connects you without having to manually dial each number. That's the kind of automated outbound dialing feature. So, I'd like to see an automated outbound feature added to Amazon Connect.
