We performed a comparison between Genesys Cloud CX and LinkLive based on real PeerSpot user reviews.
Find out in this report how the two Contact Center Platforms solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI."What's most valuable in Genesys Cloud is that it's a complete cloud solution, so it's reliable and 99.99% available. It's also elastic. Genesys Cloud also has chatbots, which I find valuable."
"Genesys Cloud is an excellent platform."
"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."
"Predictive engagement and gamification are valuable features with good inbound functionality."
"Its comprehensive single application includes everything from reporting to IVR and workflows."
"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."
"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."
"The stability is really good."
"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."
"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."
"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."
"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."
"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."
"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."
"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."
"Reporting isn't the best feature of Genesys Cloud and could be improved. You can't customize reports and applications on Genesys Cloud."
"I would like to see some of that functionality or features from Genesys Engage added to Genesys Cloud."
"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."
"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."
"AI still needs improvement when it comes to predictive engagement."
"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."
"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."
"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."
"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."
"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."
"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."
"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."
"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."
"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 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."
"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."
Genesys Cloud CX is ranked 1st in Contact Center Platforms with 9 reviews while LinkLive is ranked 4th in Contact Center Platforms with 9 reviews. Genesys Cloud CX is rated 9.0, while LinkLive is rated 8.8. The top reviewer of Genesys Cloud CX writes "No restrictions on what the solution can do; new integrations with other cloud solutions". On the other hand, the top reviewer of LinkLive writes "Provides stability with security, and the reporting helps us improve our processes". Genesys Cloud CX is most compared with Genesys PureConnect, Amazon Connect, NICE CXone, Five9 and Cisco CCX, whereas LinkLive is most compared with Cisco Webex Contact Center. See our Genesys Cloud CX vs. LinkLive report.
See our list of best Contact Center Platforms vendors and best Contact Center as a Service (CCaaS) vendors.
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