Genesys Cloud CX vs LinkLive comparison

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Genesys Cloud CX

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Executive SummaryUpdated on Jul 14, 2024

Genesys Cloud CX and LinkLive are two competitive products in the cloud contact center market. Genesys Cloud CX tends to have the upper hand due to its feature richness and ease of integration, while LinkLive is noted for its customer support and streamlined user experience.

Features: Genesys Cloud CX offers extensive features like omnichannel capabilities, advanced reporting tools, and scalability enhancements. LinkLive is valued for core communication tools, video call functionalities, and a simplified interface.

Room for Improvement: Users of Genesys Cloud CX report occasional bugs, a steep learning curve, and the need for a more intuitive interface. LinkLive users cite limited advanced features, fewer integration options, and basic analytics as primary concerns.

Ease of Deployment and Customer Service: Genesys Cloud CX is recognized for a flexible deployment model and robust customer service, despite a complex setup process. LinkLive offers a simpler deployment with exceptional customer support, making it user-friendly for smaller teams.

Pricing and ROI: Genesys Cloud CX involves a higher initial setup cost, justified by its comprehensive features and adaptable solutions, leading to strong ROI. LinkLive's lower setup cost is appealing for smaller businesses, but its ROI depends on meeting basic communication needs.

To learn more, read our detailed Genesys Cloud CX vs. LinkLive Report (Updated: January 2025).

Genesys Cloud CX vs. LinkLive

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Review summaries and opinions

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

Categories and Ranking

Genesys Cloud CX

Ranking in Contact Center Platforms

2nd

Ranking in Contact Center as a Service (CCaaS)

3rd

Average Rating

8.8

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

Workforce Engagement Management (1st), Customer Experience Management (6th)

LinkLive

Ranking in Contact Center Platforms

6th

Ranking in Contact Center as a Service (CCaaS)

7th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Help Desk Software (18th)

Mindshare comparison

As of January 2025, in the Contact Center Platforms category, the mindshare of Genesys Cloud CX is 25.0%, down from 29.4% compared to the previous year. The mindshare of LinkLive is 1.3%, down from 1.4% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms

Featured Reviews

ABHAY MISRA

Senior Principal Consultant at Moksa Technologies Pvt. Ltd.

Offers built-in AI functionality, broad third-party integrations, out-of-the-box AI features and designed specifically for contact centers

The best thing about Genesys Cloud CX is that it's designed specifically for contact centers and offers robust reporting capabilities. It also has a great marketplace for integrations with different third-party applications like Salesforce, Zendesk, and HubSpot. I appreciate how easy it is to integrate with Genesys and utilize its out-of-the-box AI features. Deployment and customization are also easy and straightforward. Furthermore, I like the intelligent routing in Genesys Cloud CX, along with the flexibility between skill-based and queue-based routing. These are valuable, contact-center-focused features. Finally, if the customer is already using AWS and has applications there, Genesys Cloud CX integrates easily with the AWS ecosystem.

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Charles Larsen

RN Senior Director, Transfer Services at Banner Health

Provides stability with security, and the reporting helps us improve our processes

I think they're working on it, but with telehealth being so prevalent in healthcare now—and they already do a lot of things that are on the edge of the telehealth experience—there's an opportunity to develop the platform to be more comprehensive. The overall development of the platform into something more comprehensive could be helpful. One of the stronger suits of the platform, and an advantage for us, has been the reporting. But there's always the idea that the more data you have, and the more reports that have, the more you want. There is an opportunity to further develop the reporting. That opportunity is not because the reporting is lacking today, rather, it's there because there's always an opportunity to look at reports in different ways. With that said, if it's meant to be just a telephony system and the steady rock that it is, I don't know that anything needs to be improved. In terms of additional features, 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. Any additional ways to share documents and information, communicate with one another in different ways, would be helpful. A lot of providers require texting today, so developing that piece of the platform would probably be good. Overall, a good mobile application that folks could download from the app store and access our transfer center through would be great.

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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

"Its comprehensive single application includes everything from reporting to IVR and workflows."

"Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful."

"What's most valuable in Genesys Cloud is that it's easier to use because everything is already built. Another valuable feature of Genesys Cloud is drag-and-drop."

"The integration of CTI within the IT system is a particularly valuable feature."

"The most valuable feature for me is the WFM tool."

"The most valuable features include being an omnichannel solution with customer journey insights, full reporting, and continuous updates based on consumer feedback through their portal."

"The stability is really good."

"The latest version and updates have been great. It really has everything we need."

More Genesys Cloud CX pros

"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."

"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."

"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 makes us more progressive in terms of efficiency and productivity. It is just a better customer experience."

"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."

"The presentation of calls within the applications used to access conference call forwarding is straightforward and user-friendly."

Cons

"AI still needs improvement when it comes to predictive engagement."

"The cost needs to be improved, and it should be easier to integrate."

"Pricing is the biggest criterion for improvement. If I compare the pricing between Amazon Connect and Genesys Cloud CX, there is a huge difference."

"Their WFM product is still pretty immature."

"Issues can happen during technical troubleshooting, which is completely out of our hands compared to the on-premise solution."

"The whole process of creating an agent is quite long and automating quite a bit of that would be very helpful."

"The tool's pricing could be more flexible, and there should be clearer indications of consumption and fair usage policies."

"One area for improvement in Genesys Cloud is providing users with more autonomy in troubleshooting and accessing logs."

More Genesys Cloud CX cons

"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."

"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."

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

"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 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."

Pricing and Cost Advice

"The cost depends on the type of license based on your organization's requirements and can get expensive."

"The pricing is a bit expensive."

"Genesys Cloud has pay-as-you-go pricing, so it's much cheaper than the on-premises solution. Apart from the standard fees, my company pays for Genesys support."

"I rate Genesys Cloud CX's pricing a one out of ten."

"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."

"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."

"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."

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Top Industries

By visitors reading reviews

Educational Organization

22%

Computer Software Company

11%

Financial Services Firm

11%

Manufacturing Company

Computer Software Company

58%

Financial Services Firm

Healthcare Company

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

Questions from the Community

Which is better - Genesys Cloud or Amazon Connect?

Our organization ran comparison tests to determine whether the Genesys Cloud or Amazon Connect contact center management software was the better fit for us. We decided to go with Genesys Cloud. Ge...

What do you like most about Genesys Cloud?

Genesys Cloud CX has very good training material and training – instructor-led training, self-paced training, and documentation – things are very organized and helpful.

What is your experience regarding pricing and costs for Genesys Cloud?

Genesys' licensing model is flexible, though not the cheapest. Customers have seen benefits with global operations, increased security, and seamless remote working.

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...

Amazon Connect vs Genesys Cloud CX

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Product Reports

Genesys Cloud CX

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Also Known As

Genesys PureCloud, Genesys, Genesys Customer Interaction Management Platform, Interactive Intelligence PureCloud

Revation LinkLive

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Genesys

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Overview

Genesys Cloud CX is a comprehensive customer experience platform that enables businesses to deliver exceptional service across all channels.

With its advanced features like omnichannel routing, AI-powered chatbots, and real-time analytics, it empowers organizations to provide personalized and efficient customer interactions.

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

1. Adobe 2. Airbnb 3. American Express 4. AT&T 5. BMW 6. Coca-Cola 7. Delta Air Lines 8. eBay 9. FedEx 10. General Electric 11. Hilton 12. IBM 13. Johnson & Johnson 14. Marriott International 15. Microsoft 16. Netflix 17. Nike 18. Oracle 19. PepsiCo 20. Procter & Gamble 21. Salesforce 22. Samsung 23. Siemens 24. Sony 25. Starbucks 26. Target 27. Toyota 28. Uber 29. Verizon 30. Visa 31. Walmart 32. Xerox

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

Genesys Cloud CX vs. LinkLive