Avaya Infinity Platform vs LinkLive comparison

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Avaya Infinity Platform

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Executive SummaryUpdated on Aug 11, 2025

Avaya Infinity Platform and LinkLive are communication platforms competing in the communication sector. While users appreciate Avaya's pricing and support, LinkLive has an advantage with its advanced feature set.

Features: Avaya Infinity Platform provides robust communication tools, integration capabilities, and effective multichannel support. LinkLive offers innovative collaboration features, high scalability, and advanced team collaboration solutions.

Ease of Deployment and Customer Service: Avaya Infinity Platform ensures streamlined deployment with comprehensive support for smooth implementation. LinkLive provides a flexible deployment model and promising customer support, suitable for post-deployment flexibility.

Pricing and ROI: Avaya Infinity Platform attracts budget-conscious enterprises with competitive pricing and favorable ROI. LinkLive, despite a higher setup cost, offers extensive features and expected long-term value for companies prioritizing growth potential.

To learn more, read our detailed Avaya Infinity Platform vs. LinkLive Report (Updated: July 2025).

Avaya Infinity Platform vs. LinkLive

July 2025

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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

Avaya Infinity Platform

Ranking in Contact Center Platforms

5th

Average Rating

9.6

Reviews Sentiment

8.6

Number of Reviews

Ranking in other categories

Communications Platform as a Service (CPaaS) (5th)

LinkLive

Ranking in Contact Center Platforms

6th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Help Desk Software (14th), Contact Center as a Service (CCaaS) (7th)

Mindshare comparison

As of August 2025, in the Contact Center Platforms category, the mindshare of Avaya Infinity Platform is 8.8%, up from 5.5% compared to the previous year. The mindshare of LinkLive is 0.6%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Featured Reviews

Abeer ELADAWY

Deputy Senior Manager, Customer Interaction Management at DEWA

Provides omnichannel AI features and has good routing capabilities

The routing capabilities are excellent. We have priority routing set up for VIP customers, disabled customers, and those with special needs, ensuring they receive prompt and efficient service. We have implemented a use case where AI helps when a customer calls and says, "My bill is high." The AI searches the customer's profile to check if the high consumption is real or just a misunderstanding. If it is high, the AI creates a notification for the backend to check the issue. The system automatically generates the bill and the notification for the agent, who then views and either submits or rejects the notification. I recommend using the solution for all the features I have mentioned before, including the excellent AI experience, omnichannel, self-service, and customer journey features. I rate it a nine.

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Charles Larsen

RN Senior Director, Transfer Services at Banner Health

Provides stability with security, and the reporting helps us improve our processes

I think they're working on it, but with telehealth being so prevalent in healthcare now—and they already do a lot of things that are on the edge of the telehealth experience—there's an opportunity to develop the platform to be more comprehensive. The overall development of the platform into something more comprehensive could be helpful. One of the stronger suits of the platform, and an advantage for us, has been the reporting. But there's always the idea that the more data you have, and the more reports that have, the more you want. There is an opportunity to further develop the reporting. That opportunity is not because the reporting is lacking today, rather, it's there because there's always an opportunity to look at reports in different ways. With that said, if it's meant to be just a telephony system and the steady rock that it is, I don't know that anything needs to be improved. In terms of additional features, 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. Any additional ways to share documents and information, communicate with one another in different ways, would be helpful. A lot of providers require texting today, so developing that piece of the platform would probably be good. Overall, a good mobile application that folks could download from the app store and access our transfer center through would be great.

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Quotes from Members

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

Pros

"The technical support services are good."

"It's scalable, it's fast, and it is very robust."

"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."

"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."

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

"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."

"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."

"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."

"Being the president of our organization, I love the secured email because there are a lot of messages that I have to send out that are secure. There have not been any issues with sending the messages or with individuals receiving and viewing them."

"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."

Cons

"Its scalability means that it is not a simple 'install and forget' setup."

"The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud."

"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."

"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."

"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."

"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."

"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."

"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."

"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 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."

Pricing and Cost Advice

"Avaya Contact Center solutions might not be the cheapest solution available (but you certainly get what you pay for)."

"The pricing is fair."

"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."

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

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Top Industries

By visitors reading reviews

Financial Services Firm

14%

Manufacturing Company

14%

Insurance Company

Comms Service Provider

Computer Software Company

62%

Financial Services Firm

Healthcare Company

Government

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

Questions from the Community

What needs improvement with Avaya IX Contact Center?

The solution should be more flexible on-premises. We are currently on-premises and looking to move to the cloud.

What is your primary use case for Avaya IX Contact Center?

The platform is a comprehensive contact center. It encompasses all the channels, including email, chat, voice, outbound, quality management, and workforce management. It provides everything a conta...

What advice do you have for others considering Avaya IX Contact Center?

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...

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Product Reports

Download Avaya Infinity Platform product report

Contact Center Platforms

August 2025

Download LinkLive product report

August 2025

Also Known As

Avaya IX Contact Center, Avaya Call Center, Avaya Intelligent Xperiences Contact Center , Avaya OneCloud

Revation LinkLive

Overview

Avaya Infinity Platform offers a unified communication and collaboration experience tailored for businesses. It integrates various technologies to enhance enterprise operations, ensuring seamless interactions and processes.

Designed for organizations seeking to improve communication and collaboration, Avaya Infinity Platform consolidates multiple functionalities into one. It supports voice, video, messaging, and conferencing tools, all aimed at enhancing team and customer interactions. Its robust framework allows companies to streamline processes, reducing inefficiencies while promoting effective communication. Avaya Infinity Platform adapts to different business environments, transforming communication strategies to achieve cloud-based and on-premise goals.

What are the key features of Avaya Infinity Platform?

Unified Communication: Integrates voice, video, and messaging for seamless interactions.
Scalability: Adapts to business growth with flexible capacity expansion.
AI Integration: Utilizes AI for enhanced analytics and decision-making.
Cross-Platform Support: Compatible across different devices for versatile use.
Security Protocols: Advanced measures to protect data and communication integrity.

What benefits and ROI should you expect from Avaya Infinity Platform?

Enhanced Efficiency: Streamlines communication, reducing delays and improving outcomes.
Cost Reduction: Optimizes resource allocation, further minimizing operational expenses.
Improved Collaboration: Facilitates teamwork through versatile tools and integrations.
Scalable Solutions: Provides growth options without significant infrastructure changes.

Avaya Infinity Platform is effectively utilized in industries like finance, healthcare, and education. In finance, it enhances secure client communication. Healthcare benefits from real-time video consultations and collaborative decision-making. Education uses it to offer remote learning and virtual classrooms. Its adaptability to diverse industry requirements enables customized implementations that drive meaningful improvements.

Avaya

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

RSA Medical, MOBITECHS, Capita IT Services, Pan Pacific Hotels Group, Maccabi Healthcare Services, SR Technics, Hampshire County Council, Severn Trent Water, SMECO, nTelos

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