We performed a comparison between LinkLive and OpenText Service Manager [EOL] based on real PeerSpot user reviews.
Find out what your peers are saying about ServiceNow, Atlassian, BMC and others in Help Desk Software."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."
"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."
"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."
"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."
"Service Manager gives us a single system where everything is centralized in one base."
"The solution will streamline productivity and also improve automation. That would bring efficiency as well the ability to handle a big number of enterprise-wide service needs. Productivity and collaborative capabilities are some of the key benefits."
"It can adapt to any process in the organization."
"The design has been revamped in terms of GUI. The current interface is quite easy to read."
"The solution is simple to set up."
"It's mostly so reliable and has a lot of functionality. We're using a lot of HPE tools and we can do a lot with it. So, its functionality is the most valuable feature."
"Incident management is the most valuable because we're using it to manage tickets for an accounting system. With the reports that are available, it allows us to track and identify trends at the type and item level. It also helps us in managing the workload better than what we had in Remedy, which is what we were using before 2013."
"Service Manager does what it should, but it's quite outdated."
"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."
"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."
"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."
"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."
"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."
"Their end-user interface and technical support features could be improved."
"The user interface is very clunky. It's only now beginning to be a web-based interface, but for now it's still very clunky."
"Micro Focus Service Manager is not very great. It would be better if it had more features. When it comes to features, BMC tops the chart. When it comes to usage, people use BMC more."
"Service Manager would be improved with access to automation."
"With the new version moving toward the codeless configuration is good, but it's losing flexibility."
"It needs to be easier to use for the end users because one problem we had was that we are handling different kinds of cases."
"I think the best recommendation to Micro Focus would be to increase awareness and the marketing for this product."
"Customization can be difficult at times because scripting is often required."
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LinkLive is ranked 11th in Help Desk Software with 9 reviews while OpenText Service Manager [EOL] is ranked 17th in Help Desk Software with 48 reviews. LinkLive is rated 8.8, while OpenText Service Manager [EOL] is rated 7.2. The top reviewer of LinkLive writes "Provides stability with security, and the reporting helps us improve our processes". On the other hand, the top reviewer of OpenText Service Manager [EOL] writes "A solution that works out of the box. The solution's real strength is its ability to change for your organization's infrastructure". LinkLive is most compared with Genesys Cloud CX and Cisco Webex Contact Center, whereas OpenText Service Manager [EOL] is most compared with ServiceNow, JIRA Service Management, OpenText Service Management Automation X (SMAX) and BMC Helix ITSM.
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