Hornbill Systems Supportworks vs LinkLive comparison

Hornbill Systems Supportworks
Read 2 Hornbill Systems Supportworks reviews
  • 165 Views
  • 129 Comparison Views
50% willing to recommend
LinkLive
Read 9 LinkLive reviews
  • 296 Views
  • 30 Comparison Views
100% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between Hornbill Systems Supportworks and LinkLive based on real PeerSpot user reviews.

Find out in this report how the two Help Desk Software solutions compare in terms of features, pricing, service and support, easy of deployment, and ROI.

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To learn more, read our detailed Hornbill Systems Supportworks vs. LinkLive Report (Updated: May 2024).
Buyer's Guide
Hornbill Systems Supportworks vs. LinkLive
May 2024
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Helped 787,779 peers since 2012
 

Categories and Ranking

Hornbill Systems Supportworks
Ranking in Help Desk Software
34th
Average Rating
7.0
Number of Reviews
2
Ranking in other categories
IT Service Management (ITSM) (38th)
LinkLive
Ranking in Help Desk Software
10th
Average Rating
8.8
Number of Reviews
9
Ranking in other categories
Contact Center Platforms (4th), Contact Center as a Service (CCaaS) (5th)
 

Mindshare comparison

As of June 2024, in the Help Desk Software category, the mindshare of Hornbill Systems Supportworks is 0.4%, up from 0.2% compared to the previous year. The mindshare of LinkLive is 0.1%, up from 0.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
Unique Categories:
IT Service Management (ITSM)
0.5%
Contact Center Platforms
1.0%
Contact Center as a Service (CCaaS)
1.6%
 

Featured Reviews

it_user1262703 - PeerSpot reviewer
Jan 26, 2020
Excels in call logging and call flows but is limited in terms of scalability
I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.
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Emily Aubele - PeerSpot reviewer
Dec 13, 2022
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.
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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 solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."
"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."
"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."
"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."
"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."
"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."
"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."
"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."
"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."
More LinkLive pros
 

Cons

"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."
"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."
"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."
"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."
"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 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."
More LinkLive cons
 

Pricing and Cost Advice

"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."
"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."
"The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."
"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 fair."
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Top Industries

By visitors reading reviews
No data available
Computer Software Company
51%
Financial Services Firm
8%
Healthcare Company
7%
Real Estate/Law Firm
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

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Earn 20 points
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.
See all answers
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.
See all answers
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...
See all answers
 

Comparisons

ServiceNow vs Hornbill Systems Supportworks Logo
ServiceNow vs Hornbill Systems Supportworks
Compared 100% of the time
More Hornbill Systems Supportworks Competitors
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Product Reports

Buyer's Guide
IT Service Management (ITSM)
June 2024
Hornbill Systems Supportworks reportDownload Hornbill Systems Supportworks product report
Buyer's Guide
LinkLive
June 2024
LinkLive reportDownload LinkLive product report
 

Also Known As

Supportworks
Revation LinkLive
 

Learn More

Hornbill Systems
LinkLive
 

Overview

Supportworks brings you the ideal combination of business process automation, functionality and flexibility. It's a comprehensive ITIL-compatible application that satisfies most requirements out of the box. Fully integrated processes and support templates mean you can rapidly adopt key components of the service lifecycle. If you don't need all the disciplines immediately, just switch them off until you're ready. Supportworks has the flexibility to support any service desk requirement: HR and FM applications are available. which means you can run all your service desks on a single platform, eliminating duplicated effort, reducing hardware and software costs, and simplifying support.

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

Aylesbury Vale District Council
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
Buyer's Guide
Hornbill Systems Supportworks vs. LinkLive
May 2024
Free Report: Hornbill Systems Supportworks vs. LinkLive
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