LinkLive vs SCSM comparison

LinkLive
Read 9 LinkLive reviews
  • 296 Views
  • 30 Comparison Views
100% willing to recommend
SCSM
Read 23 SCSM reviews
  • 1,384 Views
  • 761 Comparison Views
64% willing to recommend
 

Comparison Buyer's Guide

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Executive Summary
We performed a comparison between LinkLive and SCSM 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 LinkLive vs. SCSM Report (Updated: May 2024).
Buyer's Guide
LinkLive vs. SCSM
May 2024
Download the complete report
Helped 787,817 peers since 2012
 

Categories and Ranking

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)
SCSM
Ranking in Help Desk Software
14th
Average Rating
7.0
Number of Reviews
23
Ranking in other categories
IT Service Management (ITSM) (11th)
 

Mindshare comparison

As of June 2024, in the Help Desk Software category, the mindshare of LinkLive is 0.1%, up from 0.0% compared to the previous year. The mindshare of SCSM is 2.0%, up from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Help Desk Software
Unique Categories:
Contact Center Platforms
1.0%
Contact Center as a Service (CCaaS)
1.6%
IT Service Management (ITSM)
2.1%
 

Featured Reviews

AG
Feb 11, 2023
I like the built-in features that allow us to authenticate chat users, but the notifications could be improved
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. It would ensure we don't miss chats. This week, a person tried to chat during a busy time, but we missed the chat because we were short-staffed. It isn't entirely LinkLive's fault. They waited for 10 minutes with no answer. We might not have missed that if we had a clearer notification system.
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Hossam Hussein - PeerSpot reviewer
Nov 24, 2022
Helps us manage IT operations, including incident and service requests, but could be easier to create reports
The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator. Microsoft System Center Service Manager has a large infrastructure and a large number of servers. For production and creation, it needs about five servers. For comparison, ManageEngine just requires one server, and it includes everything out of the box. The setup process could be improved. In the next release, I would like to see a mobile application for users to open tickets. I would also like the ability to deploy the solution on the cloud.
Read full review

Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:
 

Pros

"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."
"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."
"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."
"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."
"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."
"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."
More LinkLive pros
"It is one of the most stable solutions in the market."
"This solution is easy to use."
"The reporting is very good."
"I like the reporting service. SCSM has a good reporting service and analysis service for analysis requests."
"The remote access is one of the features I really enjoy. The pushing of email updates and things like that are very good."
"The call logging is the solution's most valuable feature. It's very easy to use."
"We've been in contact with Microsoft technical support mainly. After doing the research ourselves and troubleshooting, etc., if we can't find a permanent solution, we contact Microsoft to help us fix the issue. Sometimes the issue never gets fixed even by Microsoft. It can sometimes require us to reinstall the solution. However, these are very rare instances."
"It is a simple solution that is easy to configure."
More SCSM pros
 

Cons

"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."
"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."
"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."
"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 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."
"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."
"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."
More LinkLive cons
"The solution could be more simple. For example, it takes a lot of work to create reports. It runs on Microsoft SQL queries. Creating custom reports on ManageEngine takes less work from the administrator."
"The price of this solution is high and it needs to be cheaper."
"It would be better if they had a portal for administrators. It would help me use it from anywhere and connect to any device from anywhere. I can administer the solution without a VPN."
"Resources for understanding compliance and relative compliance need to be made available."
"The patch management aspect of the solution should be improved. It's quite complicated and not user-friendly. If your systems are not patched properly, you are unable to pull reports."
"It's not too hard to compile stuff but it is hard to manage the solution. Even the design itself makes it difficult for management."
"Mobile application integration would be an improvement."
"The logs and reporting-related features of the product have certain shortcomings where improvements are required."
More SCSM cons
 

Pricing and Cost Advice

"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."
"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."
"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."
"It comes free with the enterprise agreement that we have, but the expense really is in having to buy another product to sit on top of it to make it work properly. You wind up having to buy additional support and additional product with their own support and maintenance costs on top of that."
"I would rate the pricing as two out of five."
"It is an expensive solution."
"The license for SCSM is cheap."
"The pricing is reasonable."
"The price of the solution could be better. My organization has an enterprise annual license with Microsoft which provides us support."
"The price should be lower."
"Licensing can be complex and confusing."
More SCSM pricing and cost advice
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Top Industries

By visitors reading reviews
Computer Software Company
51%
Financial Services Firm
8%
Healthcare Company
7%
Real Estate/Law Firm
5%
Government
26%
Computer Software Company
11%
Financial Services Firm
10%
Manufacturing Company
9%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
 

Questions from the Community

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
What do you like most about SCSM?
The solution offers good productivity at a low price point.
See all answers
What is your experience regarding pricing and costs for SCSM?
The solution offers good productivity at a low price point.
See all answers
What needs improvement with SCSM?
For any weaknesses in the product, our company's security team maintains the application for our environment. The logs and reporting-related features of the product have certain shortcomings where ...
See all answers
 

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Product Reports

Buyer's Guide
LinkLive
June 2024
LinkLive reportDownload LinkLive product report
Buyer's Guide
SCSM
May 2024
SCSM reportDownload SCSM product report
 

Also Known As

Revation LinkLive
System Center Service Manager
 

Learn More

LinkLive
Microsoft
 

Overview

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."

System Center Service Manager is a software product by Microsoft to allow organizations to manage incidents and problems. Microsoft states that the product is compliant with industry best practices such as the Microsoft Operations Framework (MOF) and in the Information Technology Infrastructure Library (ITIL). SCSM has integrated ITIL compliant fulfillment of service requests. Service requests are submitted by the end user in order to obtain information, access to a new application or the most common of all, password reset.
 

Sample Customers

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
Fibabanka, UMC Health System
Buyer's Guide
LinkLive vs. SCSM
May 2024
Free Report: LinkLive vs. SCSM
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