IT Care Center vs LinkLive comparison

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Comparison Buyer's Guide
Executive Summary

We performed a comparison between IT Care Center and LinkLive based on real PeerSpot user reviews.

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Featured Review
Quotes From Members
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Here are some excerpts of what they said:
"IT Care Center enables us to configure simple forms and flows. It makes our daily customer-facing work very efficient and easy. For example, if we want to add some new flows or change something, we have the ability to do it by ourselves in our own time and manner. This makes it very efficient.""It runs smoothly and all of the components are very easy to work with.""For a user to open a new ticket, it is very simple. That is an important thing. The system is available for users on the main desktop on their computer, so it is very easy to report tickets. It is very clear. Also, we manage the tickets with rules, according to subject and groups, so they are going to the right person in IT.""It provides the ability to view all information relevant to a task. When you open a task, you can see all sub-tasks and the relevant information underneath it. You don't have to search for all the tasks and cases that are relevant to the same issue. The sub-task listing is the most valuable feature of this solution for us. We are also able to create workflows for things such as new hires and purchase requests. We are using it for onboarding new hires in multiple departments, and we are able to create workflows with IT Care Center. We have subsidiaries, and for every subsidiary, we have different rules. It allows us to put the name of the new hire and the computer and software needs for that subsidiary. Around 30% or 40% of our processes are self-service now. We have additional work to do, but we're getting there. I like the flexibility that IT Care Center provides for creating the forms. I can put the fields, values, dropdowns, etc. It makes things much easier, which is another advantage of this solution. When a user opens a ticket, there are certain values that he or she must enter in order for us to solve the ticket faster. For example, a user must enter his or her email. So, I can create a form with all the things that he or she must do, such as provide an email, phone number, etc. These are required fields. A user can't create a ticket without providing that information. So, it saves time and makes the work efficient.""All of my staff is quite familiar with the usage and we customize based on our daily needs and based on different profiles. As a manager, I require diagnostics on a weekly or monthly basis. diagnostics. There needs to be some reporting for management and for my customers' management as well. So we created our own template. All of our different staff were required to do their own tagging or own tracking of cases. We create our own templates. I create my own template for my own weekly and monthly reporting to management. It's quite flexible in the sense that we're able to add our own customized views. We are able to easily export all this information into a proper reporting structure.""It also enables us to configure simple forms and flows. The fact that the system is very flexible for adding fields and other forms assists our customer service, as well as myself as the CIO, to easily view my SLAs and KPIs.""We have a lot of automation running from our HR system to IT Care Center. When a ticket has been raised to us, we can notify hiring managers on the status of every employee. We also get notifications in Slack for every ticket opened."

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"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.""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.""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.""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.""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."

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"There is no global support. With our previous system, we had 24/7 global support. We need much faster support. When I have an issue and raise a ticket, someone should call me back. They can also think about having object-oriented APEX so that the agents can easily create dashboards instead of having to learn the complete APEX language. This is something very important for us. We are using Oracle APEX for creating certain dashboards with KPIs. This is the visual platform that we use to see all the data, and it is very important for us because we get all the BI and data. Currently, we have a vendor who helps us with that because we don't know how to use it ourselves. We want to use it to make more dashboards with more KPIs for every department, but we cannot because we don't have the knowledge. We are very dependent on the vendor and the time he has for us.""IT Care Center has some room for improvement in regard to mobile. It doesn't have an application, there is only an adaptable web page, and that is less convenient.""The UI screens could be a little bit more modern.""They should have full integration with SSO services, like Okta, creating a full service solution.""I would like the solution to have a native application for mobile phones. While I have IT Care Center in my mobile, it is not a pure application, like Outlook or Teams.""Our business is quite interesting because we actually look at our staff based on their productivity. So if a case is created where we want to track the productivity of the user, sometimes we look at how many actual hours they clocked in to solve the case. We realized that it would take quite a lot of hours, which was unusually high. We want to look at how we can measure that against a baseline. For example, every user should resolve the issue within three hours. We want a certain baseline where they have to resolve the issue within certain times and if they don't, I would get alerted.""There is no such thing as a perfect solution and in the past, I have contacted support to implement new features."

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"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.""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.""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.""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.""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 onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."

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Pricing and Cost Advice
  • "We reduced our costs compared to our previous solution, which was really expensive. We managed to reduce costs by half by switching to IT Care Center, not including any professional services."
  • "With SysAid, we paid for every end-user. If we had 100 end-users, we had to pay for each one of them. With IT Care Center, we can have as many users as we want. We only pay for the end unit. We have the asset manager and different models that we can use for the same price. So, it reduces costs."
  • "Buy it as one package, not as modules. That is from my knowledge and experience. Most of the time, it has better pricing. They have flexibility by price size in the negotiation."
  • "The licensing model is very flexible."
  • "Compared to other products in the market, pricing is reasonable. It does meet our usage and requirements."
  • "This product is very cheap when compared to other platforms."
  • More IT Care Center Pricing and Cost Advice →

  • "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 fair."
  • "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."
  • More LinkLive Pricing and Cost Advice →

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    Top Answer:The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly.
    Top Answer:The pricing is exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage.
    Top Answer: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… more »
    out of 57 in Help Desk Software
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    out of 57 in Help Desk Software
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    Also Known As
    IT Care Center Asset Management, IT Care Center Analytics, IT Care Center Application Delivery, IT Care Center Service Catalog
    Revation LinkLive
    Learn More

    IT Care Center is an affordable end-to-end platform, designed to manage IT operations from ticketing to application development and lifecycle management. The system includes a built-in rapid application development platform that helps organizations meet their specific requirements faster while continuously improving the user experience and a recognised decrease in support costs and incidents ongoing.

    The solution can operate as both a cloud and an on-premise service, and it includes a simple user interface, customizable dashboards, internal and external user support, automation, customizable chatbot, SLA management & monitoring tool plus ITIL best practice workflows.

    LinkLive is an advanced communication platform designed to enhance customer engagement and collaboration within organizations. Developed with a focus on security and usability, LinkLive is particularly suitable for sectors like banking, healthcare, and government where secure and efficient communication is paramount.

    LinkLive is a valuable tool for communication and collaboration among team members, built to offer a seamless experience across multiple channels allowing connection with colleagues regardless of location. Its user-friendly interface, efficient communication capabilities, and reliable performance make it a good choice for remote teams and businesses with multiple branches.

    • Omni-Channel Communication facilitates seamless interaction across various channels, including voice, video, chat, and email.
    • Secure Messaging offers encrypted messaging capabilities, ensuring data security and regulatory compliance.
    • Real-Time Collaboration enables users to collaborate through tools like screen sharing and co-browsing.
    • Customizable Workflows allows organizations to tailor workflows and communication processes to their specific needs.

    The platform allows customer service representatives to satisfy customers through their preferred engagement channels, equips IT with a flexible and highly secure system, and gives executives the tools to boost productivity, retention, and analytical capabilities.

    IT professionals will appreciate LInkLive's easy integration with existing systems, robust security, and scalability. LinkLive improves operational efficiency and customer satisfaction for business executives by providing data-driven insights for strategic decision-making. 

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    Sample Customers
    Information Not Available
    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
    Top Industries
    No Data Available
    Financial Services Firm70%
    Healthcare Company10%
    Computer Software Company39%
    Financial Services Firm8%
    Healthcare Company8%
    Real Estate/Law Firm7%
    Company Size
    Small Business14%
    Midsize Enterprise57%
    Large Enterprise29%
    Small Business70%
    Midsize Enterprise10%
    Large Enterprise20%
    Small Business47%
    Midsize Enterprise8%
    Large Enterprise45%
    Buyer's Guide
    Help Desk Software
    February 2024
    Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software. Updated: February 2024.
    756,036 professionals have used our research since 2012.

    IT Care Center is ranked 33rd in Help Desk Software while LinkLive is ranked 10th in Help Desk Software with 9 reviews. IT Care Center is rated 8.6, while LinkLive is rated 8.8. On the other hand, the top reviewer of LinkLive writes "Provides stability with security, and the reporting helps us improve our processes". IT Care Center is most compared with , whereas LinkLive is most compared with Cisco Webex Contact Center and Genesys Cloud CX.

    See our list of best Help Desk Software vendors.

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