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Matt McGrail - PeerSpot reviewer
Vice President - Customer Service Center Manager at a financial services firm with 51-200 employees
Real User
Top 10Leaderboard
Improved our customer opportunities for business development
Pros and Cons
  • "LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."
  • "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."

What is our primary use case?

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.

How has it helped my organization?

LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience.

What is most valuable?

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.

What needs improvement?

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.

For how long have I used the solution?

I have been using it for about four years.

What do I think about the stability of the solution?

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. 

What do I think about the scalability of the solution?

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. 

How are customer service and support?

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.

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

We didn't use another solution prior to using LinkLive.

How was the initial setup?

We just did the upgrade to video document sharing. 

What about the implementation team?

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?"

What was our ROI?

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.

What's my experience with pricing, setup cost, and licensing?

It was introduced shortly before my engagement. Therefore, I don't have details on the pricing.

Which other solutions did I evaluate?

It is a great solution. There are not many competitors out there. 

What other advice do I have?

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.

Which deployment model are you using for this solution?

On-premises
Disclosure: PeerSpot contacted the reviewer to collect the review and to validate authenticity. The reviewer was referred by the vendor, but the review is not subject to editing or approval by the vendor. The reviewer's company has a business relationship with this vendor other than being a customer: Partner
Rodrigo Bassani - PeerSpot reviewer
Head Of Technology at Elogroup
Real User
Helps to establish communication between our local data center and AWS services
Pros and Cons
  • "We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect."
  • "One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers."

What is our primary use case?

We use Amazon Connect to establish connections between our project and clients. This allows us to create a VPN for communication rather than using it daily. It's mainly utilized as needed for specific connections.

What is most valuable?

We utilize Amazon Connect to handle customer service interactions, particularly in projects where we provide professional services. For example, when developing an application, we typically set up EC2 instances on AWS. Then, to facilitate communication within our clients' internal networks, we establish connections through Amazon Connect.

The tool has simplified our contact center operations. It enables us to establish communication between our local data center and AWS services.

I believe one of the most valuable features of Amazon Connect is the ability to use a private network to establish communication. Instead of relying on the public internet, we can utilize a directed phone and address to create this connection. This helps set up a direct point-to-site connection. Additionally, the option to create a PC in AWS and connect it directly to our local data center has been incredibly beneficial. The bandwidth is faster; we can transfer large data volumes between the local data center and the AWS instance. 

Establishing communication through Amazon Connect was straightforward compared to alternative solutions that may require setting up VPNs with other tools.

What needs improvement?

One area for improvement with Amazon Connect lies in the cost structure, particularly for use cases involving smaller data volumes. While it's simple to establish communication channels, the pricing model may result in higher costs for such scenarios. This presents a challenge that organizations may encounter, especially if they aim to optimize efficiency while managing smaller data transfers.

What do I think about the stability of the solution?

I rate the tool's stability a nine out of ten. 

What do I think about the scalability of the solution?

While AWS Connect may not directly address scalability concerns, we've found ways to enhance scalability by configuring redundant connections and utilizing multiple direct connections. There may not be significant immediate benefits in terms of cost, as initial usage can incur higher spending. However, as scalability increases and larger data transfer volumes are required, there can be long-term cost savings. This suggests that while there may be higher costs initially, particularly for smaller data transfers, the overall cost can decrease as usage and data volumes grow.

I rate its scalability a nine out of ten. 

How are customer service and support?

The solution's customer service is great. 

How would you rate customer service and support?

Positive

Which solution did I use previously and why did I switch?

My experience with this type of solution began around 2016. At that time, cloud environments like AWS and Microsoft Azure were gaining immense traction among large enterprises. In my case, I primarily worked with AWS for these types of connections.

I didn't create any other VPN using AWS before that. Previously, I relied on Fortinet, which allowed me to create VPN routes. However, configuring such solutions involved setting up the tool, and configuring all the environments, and could take quite some time.

How was the initial setup?

I rate the tool's deployment an eight to nine out of ten. An experienced person can complete it in one week. The product deployment typically involves collaboration between the network team responsible for managing connections between the local data center and AWS and an expert in AWS services.

What's my experience with pricing, setup cost, and licensing?

I rate the tool's pricing an eight out of ten. 

What other advice do I have?

I would recommend the tool for primarily for those already utilizing AWS as their cloud solution. However, for individuals or organizations using other cloud solutions like Azure or different providers, I would suggest exploring options to combine their current solutions with other tools. I rate it an eight out of ten. 

Disclosure: My company has a business relationship with this vendor other than being a customer: Partner
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