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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.

We use the tool to build contact centers for the client. 

The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers.

There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product. 

I have been using the product for three years.

The product is stable. Over the past three years, I've experienced no availability hiccups with it. It has consistently been operational 24/7 without any issues. Any challenges that arise are typically due to customer errors, vendor mistakes, or Amazon issues.

We've built numerous cards for clients, though I can't provide an exact count offhand. There's a significant shift towards transitioning from on-premise contact centers to cloud-based solutions, with Amazon Connect leading the charge in this direction.

The solution's support is very good at helping.  

Positive

The tool's deployment is easy. It is the solution's best part. 

I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis.

If you're using Amazon Connect for the first time, it's important to note that it's designed for companies rather than individual use. It provides a robust communication network connecting clients, agents, and employees. With Amazon Connect, there's no need for desk phones, no worries about managing physical phones, or no need to carry additional devices. All you need is a laptop. 

Amazon Connect is easy to use if you're a customer looking to make calls and view reports. However, it can be more complex if you're a developer aiming to develop additional features or customize the platform.

I would rate Amazon around a nine out of ten if we're specifically considering contact center solutions. It falls somewhere between eight to nine out of ten because it's user-friendly, manageable, and relatively easier to develop than other contact center platforms. Additionally, being cloud-based provides significant advantages over alternatives like Cisco, Genesys, or Avaya.