Amazon Connect vs LinkLive comparison

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Amazon Connect

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Executive SummaryUpdated on Apr 6, 2025

Amazon Connect and LinkLive compete in the CCaaS space, offering unique benefits. The analysis shows that Amazon Connect excels in pricing and support, while LinkLive surpasses with its feature diversity, particularly for enterprises seeking functionalities despite higher costs.

Features: Amazon Connect offers seamless AWS integration, robust voice communication, and scalability. LinkLive stands out with advanced collaboration tools, secure messaging, and specialized industry compliance features, providing a versatile solution for enterprises needing diversified functionalities.

Room for Improvement: Amazon Connect could enhance its collaboration tools, improve industry compliance options, and expand messaging capabilities. LinkLive might lower initial costs, streamline AWS integration, and offer more flexible scalability options to enhance its appeal across more industry sectors.

Ease of Deployment and Customer Service: Amazon Connect's cloud-based deployment leverages AWS infrastructure for simplified setup and strong global support. LinkLive offers a customized deployment with dedicated support lines, advantageous for industries needing tailored assistance.

Pricing and ROI: Amazon Connect uses a pay-as-you-go pricing model, facilitating cost management and predictable ROI suitable for various budgets. LinkLive, with higher initial costs, offers richer features and specialized functionalities, delivering significant ROI for niche industries despite the higher expense.

To learn more, read our detailed Amazon Connect vs. LinkLive Report (Updated: October 2026).

Amazon Connect 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

Amazon Connect

Ranking in Contact Center Platforms

1st

Ranking in Contact Center as a Service (CCaaS)

2nd

Average Rating

8.4

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

AI Customer Experience Personalization (1st), AI Customer Support (1st)

LinkLive

Ranking in Contact Center Platforms

9th

Ranking in Contact Center as a Service (CCaaS)

8th

Average Rating

8.8

Reviews Sentiment

7.7

Number of Reviews

Ranking in other categories

Help Desk Software (45th)

Mindshare comparison

As of October 2026, in the Contact Center Platforms category, the mindshare of Amazon Connect is 9.0%, down from 19.5% compared to the previous year. The mindshare of LinkLive is 2.5%, up from 1.5% compared to the previous year. It is calculated based on PeerSpot user engagement data.

Contact Center Platforms Mindshare Distribution
Product	Mindshare (%)
Amazon Connect	9.0%
LinkLive	2.5%
Other	88.5%

Contact Center Platforms

Featured Reviews

John Ing

Founder at The Independent User Group for Amazon Connect

Cloud contact flows have unified omnichannel journeys and now support natural language self-service

To improve the reporting, it would be beneficial to provide better visualization of the data. Currently, you typically have to take the data out into another service to make it readable and understandable. It would be easier if it were available in that format from the start. Amazon Connect should continue to develop the AI capability within the platform and improve the performance of the AI features, as they are still relatively new and the performance can sometimes be inconsistent. Additionally, there are a number of basic features that could potentially be continued to be improved. The pricing and licensing of Amazon Connect are not licensed. The pricing is consumption-based with two pricing models: one called the AI pricing model and the other called basic. Amazon Connect should provide greater clarity for customers on the pros and cons of its pricing, as some customers might end up paying more than they should if they do not understand it properly. I believe Amazon Connect should add more information on how the pricing works. It is available publicly, which is good. However, when you turn on Amazon Connect, you immediately start using the AI pricing bundle, which may not be the most appropriate for some customers, resulting in them paying nearly twice as much as they should.

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Laurie A Aspinwall

VP, Service Center & Digital Banking Manager at Newburyport Bank

Great video conferencing, in-chat calling, and document sharing

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.

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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

"The features I found most valuable include CloudFormation, which helps use multiple stacks to deploy the services and features we want, and CloudWatch, which is useful for troubleshooting and monitoring various aspects of the contact center solution."

"The best thing about Amazon Connect is that it has everything we need in one place. With other products, we might have to get different tools for different jobs, like recording calls. However, with the tool, it's all there together. Plus, it's cheaper than other options."

"One of the key values is that it operates on a pay-as-you-go platform model, is cloud-native, multi-channel, has good analytical capability and reporting, is a stable platform, and is receiving huge investment from AWS."

"Amazon Connect is really simple, straightforward, and very flexible."

"Setting up a call center and onboarding agents is easy using Amazon Connect."

"The feature I find best about Amazon Connect, which is currently on trend, is the artificial intelligence; it helps us maintain continuity with the client—for instance, if a client calls for a ticket and calls again after three days, we can keep the same ticket or request to provide follow-up with the same agent or person."

"The product is cloud-based and easy to operate. We have a broad integration capability, allowing for a multitude of integrations. This gives our customers a good understanding of our product, even if they aren't actively utilizing it. They can easily access and utilize all the features that Amazon's cloud services offer, making integrating with other cloud platforms simpler. It's not a standalone solution, which is advantageous for our customers."

"The tool's most valuable feature is its simplicity and ease of use. Unlike other cloud contact centers, Amazon Connect allows easy drag-and-drop actions. Additionally, it integrates with other AWS services like Lambda."

More Amazon Connect pros

"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 improves our member experience and keeps them as members of our credit union."

"Because of the effective tool and good experiences, we upgraded to the latest version with document sharing and video."

"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."

"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."

"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 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."

"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."

Cons

"Due to network issues, the agent desktop might be affected. If the firewall blocks the agent's desktop, connectivity might be disrupted."

"The scalability needs improvement."

"Smaller organizations might prefer standalone products like Success KPI WFM or Genesys WFM. Adopting Amazon Connect necessitates using other AWS services, which could lead to higher-than-expected costs. So, the potential for unknowingly increased costs is a con."

"Amazon Connect could benefit from having flow blocks that do that naturally without having another company behind it supporting it."

"I consider that there are other applications that could accomplish the same tasks in an easier way, but the cost of the product is somewhat expensive."

"We have faced many challenges with the solution's call quality that could be improved."

"There are two perspectives to consider: one from the development side and the other from the customer's side. From a development standpoint, there are various aspects that Amazon needs to address, such as providing tools or direct development scenarios in Amazon Connect for building contact flows. Some essential reporting features in Genesys are currently lacking in the product."

"However, the key thing lacking is the scope of out-of-the-box reporting capabilities, though overall it is very good."

More Amazon Connect 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."

"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."

"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."

"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."

"They could provide faster response times, but they got everything resolved."

"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."

"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

"The tool is cheaper than on-premise contact centers."

"The pricing of the Amazon is reasonable compared to other cloud providers."

"I rate the tool's pricing an eight out of ten."

"Amazon Connect has a pay-as-you-go model. But I have a slightly different perspective on it."

"I can't speak for the pricing of other contact center solutions, but in terms of Amazon Connect, compared to other AWS products, it's one of the more expensive options. However, the cost can be low if you have a smaller team of agents or receive fewer calls. Pricing is typically based on a per-user basis."

"I would rate the pricing a nine out of ten, with ten being the most affordable."

"The tool's licensing model is pay-as-you-go."

"The licensing is a pay-as-you-go model."

More Amazon Connect pricing and cost advice

"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 fair."

"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 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."

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Top Industries

By visitors reading reviews

Financial Services Firm

11%

Outsourcing Company

10%

Manufacturing Company

Computer Software Company

Construction Company

22%

Financial Services Firm

16%

Comms Service Provider

11%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	6
Midsize Enterprise	4
Large Enterprise	16

By reviewers
Company Size	Count
Small Business	7
Midsize Enterprise	1
Large Enterprise	2

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...

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What is your experience regarding pricing and costs for Amazon Connect?

Most of my customers are not going with the pay-as-you-go pricing model, as they prefer yearly contracts or three-year contracts. They reserve it. So not all the services we used are pay-as-you-go;...

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What needs improvement with Amazon Connect?

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Comparisons

Genesys Cloud CX vs Amazon Connect

Compared 11% of the time

Five9 vs Amazon Connect

Compared 8% of the time

NICE CXone vs Amazon Connect

Compared 7% of the time

Cisco Webex Contact Center vs Amazon Connect

Compared 5% of the time

Avaya Infinity Platform vs Amazon Connect

Compared 4% of the time

More Amazon Connect Competitors

Cisco Webex Contact Center vs LinkLive

Compared 18% of the time

Genesys Cloud CX vs LinkLive

Compared 16% of the time

Avaya Infinity Platform vs LinkLive

Compared 13% of the time

Freshdesk vs LinkLive

Compared 13% of the time

Freshservice vs LinkLive

Compared 5% of the time

Product Reports

Amazon Connect

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Download LinkLive product report

Also Known As

AWS Connect

Revation LinkLive

Overview

Amazon Connect offers a cloud-based contact center solution, featuring seamless AWS integration and AI capabilities like Lex Bot. It enables cost-effective, scalable operations across global locations with a pay-as-you-go model, eliminating maintenance fees and hardware requirements.

Amazon Connect revolutionizes contact centers by integrating AI-driven automation and real-time analytics for efficient operations. It supports agents with flexible call routing, machine learning insights, and an intuitive design. Businesses benefit from its scalability and reliability while leveraging its global reach. While it excels in many areas, improvements are needed in pricing structure, workforce management features, CRM integration, and multi-channel communication capabilities. Further enhancements in call quality, outbound call features, and security would strengthen its market position.

What are the most important features of Amazon Connect?

Seamless AWS Integration: Easily connects with AWS services for enhanced operations.
AI Capabilities: Utilizes Lex Bot for intelligent call handling and automation.
Flexible Call Routing: Adjusts to meet diverse business needs and workflows.
User-Friendly Interface: Allows quick setup and management.
Analytics and Machine Learning: Provides real-time insights and automation.

What benefits and ROI should users look for in reviews?

Cost-Effectiveness: Pay-as-you-go model minimizes expenses without maintenance fees.
Scalability: Adapts to business growth across global locations.
Reliability: Ensures continuous and seamless operations.
Efficiency: Reduces need for VoIP hardware, optimizing resources.
Omni-channel Capabilities: Supports voice, chat, and email communication.

Amazon Connect is widely utilized by organizations migrating from traditional contact center solutions like Cisco and Avaya. Integrated with CRM systems such as Salesforce and ServiceNow, it enhances call routing, IVR, and agent dashboards, promoting efficiency. Industries benefit from its AI-driven automation and softphones to streamline communication processes, particularly in those seeking to modernize and achieve seamless omnichannel customer engagement.

Amazon Web Services (AWS)

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

Capital One, Intuit, Adobe, Siemens, LegalZoom, DXC technology, Rackspace, Bellhop, American Preparatory Academy, The University of Texas at Dallas, University of Auckland, Origin Energy, and others.

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

Amazon Connect vs. LinkLive