Genesys Cloud CX and LinkLive compete in the customer experience space, with Genesys Cloud CX demonstrating an advantage in data comparisons due to its pricing and support while LinkLive offers more diverse features, justifying its cost.
Features: Genesys Cloud CX provides comprehensive analytics, omnichannel capabilities, and efficient workforce management tools. LinkLive is known for its advanced communication tools, including secure messaging and video conferencing, offering strong communication-focused functionalities.
Room for Improvement: Genesys Cloud CX could improve by enhancing its communication tools and streamlining the deployment process further. It can also benefit from enhancing its real-time collaboration features. LinkLive could improve data analytics capabilities, further simplify user interface customization, and expand third-party integrations.
Ease of Deployment and Customer Service: Genesys Cloud CX offers scalability and adaptability with a sophisticated cloud deployment model supported by proactive customer service. LinkLive is easier to deploy, especially for smaller teams, and provides responsive customer support, though the flexibility of Genesys Cloud CX's deployment model is broader.
Pricing and ROI: Genesys Cloud CX has a higher initial setup cost but offers robust ROI through operational scalability. LinkLive presents a more economical upfront cost, appealing to budget-conscious buyers, with ROI realized through abundant features rather than cost efficiency.
| Product | Market Share (%) |
|---|---|
| Genesys Cloud CX | 16.3% |
| LinkLive | 1.8% |
| Other | 81.9% |
| Company Size | Count |
|---|---|
| Small Business | 6 |
| Midsize Enterprise | 1 |
| Large Enterprise | 5 |
| Company Size | Count |
|---|---|
| Small Business | 7 |
| Midsize Enterprise | 1 |
| Large Enterprise | 2 |
Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.
With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.
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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