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Cisco Webex Contact Center vs LinkLive comparison

 

Comparison Buyer's Guide

Executive SummaryUpdated on Jul 14, 2024
 

Categories and Ranking

Cisco Webex Contact Center
Ranking in Contact Center as a Service (CCaaS)
4th
Average Rating
9.0
Number of Reviews
3
Ranking in other categories
No ranking in other categories
LinkLive
Ranking in Contact Center as a Service (CCaaS)
5th
Average Rating
8.8
Number of Reviews
9
Ranking in other categories
Contact Center Platforms (5th), Help Desk Software (12th)
 

Mindshare comparison

As of November 2024, in the Contact Center as a Service (CCaaS) category, the mindshare of Cisco Webex Contact Center is 12.3%, down from 20.4% compared to the previous year. The mindshare of LinkLive is 1.9%, down from 2.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.
Contact Center as a Service (CCaaS)
 

Featured Reviews

Rayyan Saeed - PeerSpot reviewer
Nov 28, 2023
A low-priced product that offers great scalability options
I use Cisco Webex Contact Center in my company, especially for meetings with our partners, making it one of the major use cases for which we use the product The most valuable feature of the solution stems from the fact that it is a sweet product that allows my company to do a lot of things. With…
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.

Quotes from Members

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

Pros

"The central management tool, Control Hub, holds significant value for the management team."
"I rate the product's scalability a ten out of ten."
"The collaboration function is an important feature. The tool is used for telecommuting and distance communication. For example, you can use Webex if you have a global service or team that needs to collaborate online."
"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."
"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."
"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."
"LinkLive makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."
"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."
 

Cons

"When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in the enterprise sector, might prefer the free or more cost-effective options."
"With the solution, I face issues when trying to use the screen share option."
"The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators."
"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 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 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."
"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."
"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 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."
 

Pricing and Cost Advice

"Price-wise, it is a cheap product, especially when compared to Microsoft Teams."
"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."
"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."
"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."
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Top Industries

By visitors reading reviews
Computer Software Company
21%
Healthcare Company
11%
Financial Services Firm
10%
Government
7%
Computer Software Company
55%
Financial Services Firm
9%
Healthcare Company
6%
Non Profit
5%
 

Company Size

By reviewers
Large Enterprise
Midsize Enterprise
Small Business
No data available
 

Questions from the Community

What do you like most about Cisco Webex Contact Center?
The central management tool, Control Hub, holds significant value for the management team.
What is your experience regarding pricing and costs for Cisco Webex Contact Center?
Webex is delivered through both the department and distributors. The cost depends on the distributor and the complexity of the project. The cost may be lower for fully integrated systems, whereas s...
What needs improvement with Cisco Webex Contact Center?
Clients typically seek value for money. When comparing Cisco to free collaboration tools like Google Meet and Teams, often included with Microsoft licenses, some clients, particularly those not in ...
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.
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.
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...
 

Also Known As

CC-One, BroadSoft CC-One
Revation LinkLive
 

Learn More

Video not available
 

Overview

 

Sample Customers

AON, Office Depot, American Red Cross
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
Find out what your peers are saying about Cisco Webex Contact Center vs. LinkLive and other solutions. Updated: October 2024.
814,649 professionals have used our research since 2012.