Amazon Connect vs LinkLive comparison

Read 9 LinkLive reviews

1,241 Views
410 Comparison Views

100% willing to recommend

Amazon Connect

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Apr 6, 2025

Amazon Connect and LinkLive compete in the CCaaS space, offering unique benefits. The analysis shows that Amazon Connect excels in pricing and support, while LinkLive surpasses with its feature diversity, particularly for enterprises seeking functionalities despite higher costs.

Features: Amazon Connect offers seamless AWS integration, robust voice communication, and scalability. LinkLive stands out with advanced collaboration tools, secure messaging, and specialized industry compliance features, providing a versatile solution for enterprises needing diversified functionalities.

Room for Improvement: Amazon Connect could enhance its collaboration tools, improve industry compliance options, and expand messaging capabilities. LinkLive might lower initial costs, streamline AWS integration, and offer more flexible scalability options to enhance its appeal across more industry sectors.

Ease of Deployment and Customer Service: Amazon Connect's cloud-based deployment leverages AWS infrastructure for simplified setup and strong global support. LinkLive offers a customized deployment with dedicated support lines, advantageous for industries needing tailored assistance.

Pricing and ROI: Amazon Connect uses a pay-as-you-go pricing model, facilitating cost management and predictable ROI suitable for various budgets. LinkLive, with higher initial costs, offers richer features and specialized functionalities, delivering significant ROI for niche industries despite the higher expense.

To learn more, read our detailed Amazon Connect vs. LinkLive Report (Updated: September 2025).

Amazon Connect vs. LinkLive

September 2025

Download the complete report

Helped 869,566 peers since 2012

Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Amazon Connect

Ranking in Contact Center Platforms

1st

Ranking in Contact Center as a Service (CCaaS)

1st

Average Rating

8.4

Reviews Sentiment

7.2

Number of Reviews

Ranking in other categories

No ranking in other categories

LinkLive

Ranking in Contact Center Platforms

6th

Ranking in Contact Center as a Service (CCaaS)

7th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Help Desk Software (13th)

Mindshare comparison

As of October 2025, in the Contact Center Platforms category, the mindshare of Amazon Connect is 19.5%, down from 25.6% compared to the previous year. The mindshare of LinkLive is 1.5%, up from 1.3% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Market Share Distribution
Product	Market Share (%)
Amazon Connect	19.5%
LinkLive	1.5%
Other	79.0%

Contact Center Platforms

Featured Reviews

Rajni Kumar Jha

Senior Software Engineer at JPMorgan Chase & Co.

Offers good reliability, works well for hybrid environment, totally managed by Amazon but needs to integrate third-party CRM tools like Salesforce

My recommendation depends on your exact requirements. It involves the following aspects: * What's the size of your operation? * What specific purposes do you have in mind? * Could you elaborate on how you intend to use it? For example, if I have a call center with 30 people, and I primarily want to use it for call center operations. I wouldn't recommend Avaya or Cisco. I'd suggest considering either Amazon Connect or Salesforce Service Cloud (voice services). For Amazon Connect, I'd rate it a seven out of ten. There are a few features they still need to improve, particularly with Customer Profiles and case management. If these features become as robust as Salesforce, then Amazon Connect could be a complete contact center solution without the need to integrate third-party CRM tools like Salesforce.

Read full review

Emily Aubele

Quality Assurance Director at United Way of Pennsylvania

The functionality and efficiency have reduced our call wait times and support is unbelievably responsive

There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don't have to be concerned about dropping calls or losing a customer mid-call as a result of those issues. It's also very easy to use. It's intuitive. We are able to easily transfer calls and get a customer to where they need to be if they have ended up in the wrong queue. We can also make changes to groups on the fly. The amount of self-service that you can do in the program is really helpful. In addition, all of your channels are within one interface. The other thing that's really nice is that now, there are two ways to access that interface. One is an app that's downloaded onto your machine, and another is via a URL. Depending on what you like, as an agent, you have those options. Both options do the same things. Our people who use the browser-based option love it. The single interface is really important because you don't want to have to jump all over the place or go from screen to screen. With everything in front of you, you can see it all. It allows the agent to work much more efficiently and effectively without having to look all over the place for what they need. When using that single interface to switch between modes on the fly, it's pretty seamless, in terms of supervisor-to-agent, agent-to-agent, and agent-to-customer communication. It's a one-stop shop. You can even work in multiple channels at the same time. You can handle a text and a chat, or a chat and a phone call, simultaneously. We also use the solution's AI quite a bit for our chat. The AI aspect is pretty important because it allows us to triage customers' needs without taking agent time. Using it, a customer can self-select. Plus, we find that a lot of our web users prefer a more anonymous contact for clarification of information they got while searching our website, which they now need more help with. The fact that we can translate that call from AI to a live agent is really helpful. By the time it gets to the live agent, there is a good sense of what the customer needs and what they're looking for. Our agent has more time to search for the needed resources, rather than gathering details about what the customer is looking for. It's a time-saver. It allows the customer to really identify what exactly it is they need and it does help answer some general questions that ultimately help us with customer eligibility. It measures all aspects of a call pretty well and we appreciate that. The dashboard we're currently using is a nice feature. I know that's being updated with workforce management, but the tool we currently use, the MMP (Measuring, Monitoring & Planning Portal) is fine for those quick reports.

Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."

"Amazon Connect is really simple, straightforward, and very flexible."

"It integrates with major tools like Amazon Polly for text-to-speech and third-party services like Twilio and Cisco-based dialers."

"It is easy for a beginner to learn to use Amazon Connect for the first time."

"The solution reduces the overall cost of migration by approximately 50%."

"In my experience, one of the tool's most valuable features is its ease of use. Setting up a contact center can be done in just a few minutes with a few clicks. This contrasts with the hours or days it might take using other solutions."

"The Connect Lens feature most improves contact center efficiency by providing insights into customer journeys, behavior, and sentiment scores, allowing for areas of improvement to be identified and addressed."

"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."

More Amazon Connect pros

"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."

"One of the primary features we use it for is the Agent Connect screen-sharing feature. I find it invaluable when troubleshooting customer problems with online banking. It saves us time, and time is money."

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

"It's very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

"In the future, we may take advantage of LinkLive's video or phone capabilities, but we strictly use text chat now, so I would say that is most valuable to us at the moment."

"There are so many valuable features. One of the things that we really appreciate is the uptime. LinkLive rarely, if ever, goes down or disconnects calls. We appreciate that we don't have to be concerned about dropping calls or losing a customer mid-call as a result of those issues."

"LinkLive gives us a central location for our communication channels and that is very important. I can go back and see if someone has a complaint. Although our users are spread out, everything, all the conversations, is housed in one place. I can keep up with the conversations. The interface works wonderfully."

"Our agents find the authenticated session feature to be the most helpful. It can take 30 to 45 seconds to verify someone with verifying questions through digital banking, and we didn't have the capability of verifying questions through digital banking before LinkLive. This feature allowed us to work in partnership with our digital banking provider, who can see that a customer is within an authenticated digital banking session. They do not need to ask verifying questions again to ensure that the person is who they say they are. That is one of the nicest things for us, and especially for our agents."

Cons

"We have faced many challenges with the solution's call quality that could be improved."

"There is room for improvement in certain areas of Amazon Connect. For example, regarding holiday scheduling, the platform lacks a specific feature to declare holidays for companies on fixed dates. While basic hours and weekly schedules can be set, there's no option for declaring specific dates like national holidays. Basic scheduling options exist, but users must rely on Lambda functions for more complex rules and logic."

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."

"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."

"Amazon recently released a new feature called 'Customer Profiles.' It's intended to be similar to Salesforce. However, feature-wise, it isn't equivalent to Salesforce yet."

"I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive."

"However, issues that involve other AWS services sometimes delay resolution."

"Amazon Connect should have a solution for customers who have heavily invested in previous CCaaS solutions; a proper roadmap could make it easier for customers to migrate over the platform."

More Amazon Connect cons

"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."

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out. Right now, the way that canned responses are set up, they could be set up with as many responses as you want. However, the one thing that they liked from our previous providers is that you could categorize responses. So, if you have a certain area where you might have four or five responses related to one topic, then you could easily just click on the topic and see your responses. That is one area which is not a huge deal, but it gives back those five seconds that you are looking for a response to get more lengthy responses out to a customer. It would be nicer to have that a little bit more available."

"I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications."

"I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition."

"On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer."

"In our experience, the areas where there could be improvement are training, staff adoption, and getting the staff comfortable with utilizing the complexities of LinkLive, such as screen sharing."

"In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times."

"The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work."

Pricing and Cost Advice

"The pricing of the Amazon is reasonable compared to other cloud providers."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"The solution is neither very expensive nor very cheap."

"I would rate the pricing a nine out of ten, with ten being the most affordable."

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

"The licensing is a pay-as-you-go model."

"The tool's licensing model is pay-as-you-go."

"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."

More Amazon Connect pricing and cost advice

"In terms of cost, LinkLive was similar to other products. I find it reasonable. Its features, for the cost, were a better deal comparatively speaking."

"The pricing is fair."

"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

"We have been very comfortable with the pricing. We are a smaller financial institution so pricing is always a factor. We feel that we are just getting a ton of value for what we are spending."

"You definitely get more bang for the money with LinkLive.You can get a more expensive product that does what this one does, and possibly more, but for the cost, it works perfectly with our core system."

See which vendors are best for you

Use our free recommendation engine to learn which Contact Center Platforms solutions are best for your needs.

See recommendations

869,566 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Computer Software Company

14%

Financial Services Firm

Insurance Company

Manufacturing Company

Computer Software Company

59%

Financial Services Firm

10%

Healthcare Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	4
Midsize Enterprise	4
Large Enterprise	14

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1
Large Enterprise	2

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

What do you like most about Amazon Connect?

Amazon Connect is really simple, straightforward, and very flexible.

What is your experience regarding pricing and costs for Amazon Connect?

I don't know much about the pricing, setup cost, and licensing specifically. We work from a customer experience side, so we don't deal necessarily with the financials, we deal with more of the tech...

What do you like most about Revation LinkLive?

The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly.

What is your experience regarding pricing and costs for Revation LinkLive?

The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage.

What needs improvement with Revation LinkLive?

The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators. This would ensure that everyone is well-equipped to utilize the features effectiv...

Genesys Cloud CX vs Amazon Connect

Comparisons

Compared 25% of the time

Five9 vs Amazon Connect

Compared 20% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 15% of the time

NICE CXone vs Amazon Connect

Compared 10% of the time

Zendesk Messaging vs Amazon Connect

Compared 6% of the time

More Amazon Connect Competitors

Cisco Webex Contact Center vs LinkLive

Compared 54% of the time

Genesys Cloud CX vs LinkLive

Compared 46% of the time

Product Reports

Download Amazon Connect product report

Amazon Connect

October 2025

Download LinkLive product report

September 2025

Also Known As

AWS Connect

Revation LinkLive

Overview

Amazon Connect is a cloud-based contact center solution known for easy setup, flexible contact flow design, and integration with AWS services. It features a pay-as-you-go pricing model, offering real-time analytics, scalability, and support for both chat and voice interactions.

Amazon Connect facilitates seamless communication by integrating with CRM platforms like Salesforce and ServiceNow. It supports functionalities such as softphones, IVR systems, and AI-driven capabilities like sentiment analysis. Companies transitioning from traditional systems benefit from flexible call routing, customer interaction management, and AWS service integration. However, there are challenges like complex integration processes, limited outbound features, and a need for improved call quality and reporting customization.

What are the most important features of Amazon Connect?

Flexible Contact Flow: Easy drag-and-drop design for contact flows.
Integration: Seamless AWS and CRM platform integration.
Scalability: Efficient cloud-based scalability options.
Real-time Analytics: Offers insightful data analysis and metrics.
Voicemail Integration: Effective and efficient voicemail solutions.

What benefits should users look for in Amazon Connect reviews?

Pricing Flexibility: No upfront costs with pay-as-you-go model.
Enhanced Efficiency: Supports diverse communication methods.
Seamless Operations: Simplified operations through drag-and-drop actions.
Improved Interaction Management: AI-driven features for sentiment analysis.

Amazon Connect sees implementation across industries needing efficient cloud-based contact center management. Financial services, healthcare, and retail sectors utilize its integration capabilities with CRM systems and AWS for streamlined communication processes, capitalizing on AI and analytics features to enhance customer interactions.

Amazon Web Services (AWS)

LinkLive is an advanced communication platform designed to elevate the way businesses interact with their customers securely, enhance personalized customer engagement and team collaboration. The platform utilizes a combination of human expertise and artificial intelligence (AI) to provide secure communication solutions, and improving operational efficiencies. It was formerly known as Revation Systems.

At its core, LinkLive unifies voice, video, chat, and email communications into a single, integrated platform. This consolidation enables businesses to offer a more cohesive and responsive customer service experience. Users can seamlessly switch between communication modes, ensuring that customer interactions are both flexible and efficient.

LinkLive places a strong emphasis on security and regulatory compliance, making it an ideal choice for sectors such as healthcare, finance, and government, where data protection is paramount. The platform incorporates end-to-end encryption, robust access controls, and audit trails to safeguard sensitive information and comply with industry regulations like HIPAA, GDPR, and more.

Leveraging AI and machine learning, LinkLive offers advanced personalization capabilities. It can analyze customer data in real-time to provide personalized interactions and recommendations. This level of insight helps businesses tailor their services to individual customer needs, enhancing satisfaction and loyalty.

Charles Larsen, a Senior Director at Banner Health, shared with us that LinkLive is "very reliable and we haven't had much experience with any downtime or dropped calls, which, of course, is one of the most important things to us. That's been a big win for us."

Emily Aubele, Quality Assurance Director at United Way of Pennsylvania, shared with us that they chose LinkLive over other vendors, because with LinkLive, "all of the applications are in-house, meaning the chat, the text—everything that you use—is developed and maintained internally by LinkLive. In the other systems, chat, text, and video were all third-party applications."

Sample Customers

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

1. AT&T 2. Verizon 3. T-Mobile 4. Sprint 5. Comcast 6. CenturyLink 7. Vodafone 8. Orange 9. Telefonica 10. BT Group 11. Deutsche Telekom 12. Telstra 13. NTT Communications 14. China Mobile 15. SoftBank 16. SK Telecom 17. Telecom Italia 18. Bell Canada 19. Rogers Communications 20. Telus 21. KDDI 22. Swisscom 23. Telkom Indonesia 24. Singtel 25. Etisalat 26. Ooredoo 27. Turkcell 28. Saudi Telecom Company 29. Telecom Egypt 30. PLDT 31. MTN Group 32. América Móvil