What advice do you have for others considering Revation LinkLive?

I would give LinkLive a perfect ten out of ten rating. Despite being on a month-to-month contract, we could have easily switched to another provider. However, doing so would have been more expensive and time-consuming due to the simplicity and reliability of LinkLive's system. Their system's exceptional redundancy ensures consistent uptime, minimizing disruptions and downtime. LinkLive has recently been expanded from its initial implementation in the service center to encompass the entire company. Additionally, due to our merger with another financial institution, LinkLive is now being utilized by both entities. Before I joined the company, our organization had engaged a consultant to identify suitable customer engagement solutions. At that time, I was not particularly keen on LinkLive as they were not a widely recognized name. I favored more established options like Genesys and Five9. Consequently, I was initially skeptical of LinkLive. When we first adopted LinkLive, their technology was not yet fully mature. However, over the past few years, they have transformed into a completely different company. They have made significant investments in technological advancements and have emerged as a frontrunner in the industry. Moreover, LinkLive is exceptionally collaborative. We regularly provide suggestions, and their engineers are always receptive to our feedback and are willing to implement enhancement requests. Many of the enhancements they have made are based on our recommendations. As a result, LinkLive has evolved into a highly progressive technology company, and we are proud to be associated with them. LinkLive requires maintenance when we add or remove people. We are working on an enhancement with them to automate this process, making it the same as for phone numbers. This enhancement will cover permissions, call routing, and other relevant aspects. LinkLive may not have the same brand recognition as some of its competitors, but the value it offers is unmatched. The chat functionality is far superior to anything else on the market, and the sound quality is exceptional. Additionally, the people at LinkLive are passionate about technological innovation and committed to providing their customers with the best possible experience.

I rate LinkLive a seven out of ten. It's a good solution, and we're happy with it.

I rate LinkLive pretty highly because I'm comparing it to our last vendor. I would give it a 10 out of 10. Every system comes with its issues. It's not going to be perfect. But the effort and the investment that the LinkLive staff makes in working with their customers to make it as perfect as possible is what makes it a 10.

I rate LinkLive eight out of 10.

We went with LinkLive at a higher cost than other solutions, because of the recommendation of that other vendor. I'm glad we went with LinkLive and we've got no intentions of doing anything else. The promises from that other vendor never came to fruition, which has been a source of frustration for us, but I wouldn't pin that on LinkLive. My advice to others, if they're in the healthcare space and considering LinkLive, would be to talk about the future plans for this system. In this field, we're going to see more dispersed delivery of care and they're going to want something that is multimodal in how they communicate with patients and physicians. Today, LinkLive works great. Tomorrow, it may not if LinkLive doesn't keep up. I think they are working on that and keeping up. But for anybody who is looking into LinkLive, ask them about the future product, and how it's going to be developed, and how that's going to match the healthcare needs of tomorrow, versus just what we need today. The biggest lesson I've learned is that I wish I hadn't waited as long as I did to find a new solution. We really struggled with Genesys for quite some time, and we had some big downtimes that caused a lot of chaos and a lot of staff dissatisfaction and frustration. Since we implemented LinkLive, it's been something we no longer think about as leaders, as staff, or as an organization. My lesson learned is: If it's not working, don't wait. I would even say that with LinkLive. We went into this partnership with LinkLive with a very short leash. It would only have taken one or two downtimes in the first six months and we would have broken the contract, because we were just so frustrated with that. But I'm glad that it's gone well and we haven't had to go down any of those routes. That's my lesson learned and what I would have done differently through all this. It's nothing to do with LinkLive. I would've gone with them sooner. The product, overall, is great. I'll hold back from rating it a 10 because there are opportunities to expand the platform, as a whole, into some of those other modalities such as telehealth. The product today, as a VoIP telephony system with an attached internal communication chat feature, is a 10 out of 10. It has good reporting, et cetera. But the product as a whole, and maybe the future of it and the opportunities there, would rate an eight out of 10, because we're in that healthcare space. If LinkLive doesn't adjust to that, if they don't react to the healthcare landscape and the telehealth surge that we've seen, they may end up in trouble. So I reduced my rating a little but that's just because of the opportunity to do more, not because it's not doing something today that it's supposed to be doing.

It was a complex solution that we adapted to quickly. My advice is just have a bit more communications with the sales team, getting to know the functionality. This advice is for the desktop-based version. Now that it will be web-based, it may eliminate that. We have adequate agent coverage. Generally, our abandonment rate is very low. Looking at reports at the month's end, we have done a good job and don't lose many chats. This has been more because of manual internal training and efforts, instead of LinkLive. We have email, Link-Live, and phone for our communication channels, so it doesn't need to be centralized. It can be decentralized as long as we have access. The browser-based user experience offered by LinkLive was introduced to us about three weeks ago. Therefore, we are still resident on desktops and laptops. The problem is we won't convert because our bank is merging with another bank. For that reason, we probably won't convert, but we are testing it. I will be doing a presentation on the application, and perhaps the new bank will be interested in continuing with the solution, but that is unknown. I would rate LinkLive as nine out of 10.

There is really nothing that we have on our wish list that they haven't been able to do or already done. We don't use a lot of the workflows yet. I would rate LinkLive as nine out of 10. No product is ever perfect. However, we are always getting feedback from our internal staff, agents, and even customers about ways that they would like to see the product change. It is not necessarily that the product is bad. However, we have had some requests, and we have talked to Revation about some of them, and they have been really responsive. As we grow, our needs will change. The perfect product probably doesn't exist out there. That is why we would probably give it nine out of 10 instead of 10 out of 10.