Cisco Webex Contact Center and LinkLive are competing products in the contact center software market. Cisco Webex Contact Center is generally rated higher in overall user satisfaction, particularly in customer support and deployment ease, while LinkLive users appreciate its feature set and believe it provides better value for the price despite higher initial costs.
Features: Cisco Webex Contact Center users highly value its integration capabilities, reporting tools, and omnichannel support. LinkLive users appreciate its robust security features, scalability, and user-friendliness.
Room for Improvement: Cisco Webex Contact Center users wish for a more customizable interface, better real-time analytics, and improvements in data handling. LinkLive users need improvements in reporting accuracy, integration with third-party tools, and data handling.
Ease of Deployment and Customer Service: Cisco Webex Contact Center is praised for its smooth deployment process and excellent customer service. LinkLive users indicate a steeper learning curve but satisfactory customer support.
Pricing and ROI: Cisco Webex Contact Center users find the setup cost reasonable with satisfactory ROI. LinkLive users report higher initial costs but feel the long-term benefits justify the price.
| Product | Market Share (%) |
|---|---|
| Cisco Webex Contact Center | 11.6% |
| LinkLive | 1.9% |
| Other | 86.5% |
| Company Size | Count |
|---|---|
| Small Business | 7 |
| Midsize Enterprise | 1 |
| Large Enterprise | 2 |
Cisco Webex Contact Center is a Software-as-a-Service (SaaS) offering that creates a single, global queue in the cloud from which to route omnichannel customer interactions to one or more teams, sites, or outsource partners.
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."
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