Cherwell Service Management [EOL] vs LinkLive comparison

Why PeerSpot?

Ivanti and LinkLive are both solutions in the Help Desk Software category. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 100% of LinkLive users who would recommend it.

Comparison Buyer's Guide

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Executive SummaryUpdated on Aug 11, 2026

Cherwell Service Management [EOL] and LinkLive compete in the service management and communication solutions market. Despite Cherwell's robust functionalities, LinkLive's advanced communication capabilities make it a preferable choice.

Features: Cherwell Service Management [EOL] offers extensive customization options, problem management, and ITIL-aligned processes. LinkLive excels with secure communications, AI-driven interactions, and a user-friendly interface for switching between communication modes.

Room for Improvement: Cherwell could enhance its ease of deployment and user interface consistency. Its reporting features would benefit from modernization. LinkLive could improve its integration capabilities, expand its feature set for IT management tasks, and offer more extensive customization options.

Ease of Deployment and Customer Service: Cherwell Service Management [EOL] requires a structured implementation process with a learning curve. In contrast, LinkLive is known for straightforward deployment and responsive customer support, making it suitable for those seeking quick adaptation.

Pricing and ROI: Cherwell Service Management [EOL] involves higher initial setup costs due to its extensive customization options, potentially offering substantial returns in optimized environments. LinkLive's pricing is more favorable with lower setup costs and quicker ROI, focusing on communication efficiency.

To learn more, read our detailed Help Desk Software Report (Updated: October 2026).

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Help Desk Software

October 2026

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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

Automation Anywhere

Featured Reviews

Nadeem K.

Rpa Developer at a consultancy with 11-50 employees

Automation has freed teams from repetitive finance and supply tasks and supports global operations

In the current organization, we had trouble initially because I think the documentation and support could be better than what it is now. This is one difference between Automation Anywhere and other RPA tools such as UiPath. In UiPath, if you have an issue, you go to the UiPath website and search for it, and you get lots of help materials. In Automation Anywhere, you do not get exactly what you are looking for. You get a very large number of results when you search for something, and from this large result set, you have to filter out what you need, or only partial information will be available. User handbooks are available for each product. In that regard, I would say Automation Anywhere is lagging compared to other RPA tools. It is difficult to get hold of their customer support team. I want to clarify that it is not a matter of us building logic on Automation Anywhere and it failing. When it is a product-related issue, they have to give us support because we only know how to develop within Automation Anywhere. We do not know how to fix Automation Anywhere itself. Whenever we have an issue, trying to get in touch with them always takes three to four business days.

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Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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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

"Automation Anywhere is very good for rapid development. It has all the capabilities in terms of giving a stable automation framework. It has very cool technical capabilities, like MetaBots, dev controls, and object cloning."

"It saves time."

"We automated one process that was running with 109 people and reduced it down to 69 with automation."

"We have found that the automation bots we have developed give great savings in terms of higher productivity and efficiency."

"The vision and the journey Automation Anywhere is on is phenomenal."

"Because while the platform is feature-rich and easy to use, it is the skill of the coder that determines how well the platform is leveraged."

"We got the solution because of its ease of use with the API call, avoiding the use of developers."

"They've now included the code so we can add some additional code, and that's good."

More Automation Anywhere pros

"We use the solution every day and quite extensively."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Implementing CSM has made us very efficient and we're now able to plan changes and the steps required for implementation."

"The dashboard is very useful to get a quick overview of current tasks."

"The most valuable features are problem management and change management."

"The best feature is the ability to create functional dashboards, where the IT manager can interact with its data through the dashboard using the drill down feature."

"All our activities are carried out in the one place."

More Cherwell Service Management [EOL] pros

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

"Since we implemented LinkLive, it's been something we no longer think about as leaders, as staff, or as an organization."

"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."

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

"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."

"Within two months from a business standpoint, it was a slam dunk success."

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

Cons

"Sometimes, in Automation Anywhere, the recording process takes longer when capturing tasks on websites or applications, and there can be internal errors."

"For future prospects, this tool should 80 percent deal with neural networks, deep learning, and artificial intelligence and that has to be integrated a lot. As these are future skills, these integrations will help us take the tool to take to the next level."

"There is room for improvement in terms of costs and procurement considerations."

"We would like a smoother process for moving bots and tasks between the different development environments, from development to testing to production. We find this to be pretty cumbersome to work through."

"The key area where improvement can happen is understanding the different perspectives and different industries that they're serving in terms of industry-wise use cases."

"They could improve the learning curve."

"If there were one thing I could ask for it would be a text-based language. Right now it's proprietary, so you always have to go through the tool, even for things like basic compares."

"We have done some automation of incoming documents, but it has been somewhat hard."

More Automation Anywhere cons

"The solution could be more user-friendly."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"The support from the actual manufacturer is poor."

"They need to improve their mobile interface, as well as features regarding the extension of the mobile access to the end user."

"Agile delivery should be supported."

"We need to be on VPN in order to set up and access the solution, and that has created some challenges."

"Access is only available if we're on VPN."

"The stability, specifically in the on-premises deployment model, could be improved."

More Cherwell Service Management [EOL] cons

"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."

"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 to see more video conferencing, some degree of mobile apps, and artificial intelligence."

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

"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."

"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 product’s pricing is reasonable."

"Complaints are generally about the cost of IQ Bot, which is higher than its competitors. The base model’s pricing is comparable to other platforms with attended, unattended, and IDP capabilities as well."

"One of the things that will be good for the community will be to get the free version to download, which came out just a month ago called Community Edition. So, you can actually download it and try it for yourself."

"It saves me around $100,000 a year."

"Automation Anywhere falls within a mid-range price point when compared to other RPA tools on the market."

"Time-wise: We have saved hundreds of thousands of hours."

"The pricing for Automation Anywhere is reasonable."

"I find the license pricing to be competitive and reflective of the pricing models throughout the RPA space, and I believe there is a lot of value in continuing to maintain the free community edition platform."

More Automation Anywhere pricing and cost advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"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

Outsourcing Company

14%

Comms Service Provider

12%

Financial Services Firm

11%

Manufacturing Company

11%

Outsourcing Company

11%

Construction Company

10%

Manufacturing Company

10%

Comms Service Provider

Construction Company

22%

Financial Services Firm

16%

Comms Service Provider

12%

Manufacturing Company

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	162
Midsize Enterprise	86
Large Enterprise	566

No data available

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

Questions from the Community

How good is Automation Anywhere for RPA processes?

It depends on your use case. Is it simply to automate a couple of processes? Is it to augment a human team? AA is ver...

See all answers

How good is Automation Anywhere for RPA processes?

From my experience using AA tool, it depends on the applications that you want to automate, because there some applic...

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How good is Automation Anywhere for RPA processes?

It is a highly preferred RPA tool. You can check my Automation Anywhere Review to know more.

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Product Reports

Buyer's Guide

Automation Anywhere

November 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

October 2026

Cherwell Service Management [EOL] report

Download Cherwell Service Management [EOL] product report

Buyer's Guide

LinkLive

October 2026

Download LinkLive product report

Also Known As

Automation Anywhere, Testing Anywhere, Automation Anywhere Enterprise, Agentic Process Automation System (Now Certified for WorkSpaces)

No data available

Revation LinkLive

Interactive Demo

Automation Anywhere

Demo not available

Ivanti

Demo not available

LinkLive

Overview

Automation Anywhere offers ease of use, robust system connectivity, and GenAI-driven document automation through a cloud-native platform, significantly enhancing productivity across multiple industries with advanced AI features.

Delivering a comprehensive suite of tools designed for easy integration and rapid deployment, Automation Anywhere drives efficiency by reducing costs and automating repetitive tasks. Its cloud-native platform supports broad industry adoption, including advanced AI features like process automation and Co-Pilot, streamlining complex workflows with minimal technical skills required. Users benefit from robust integration capabilities, which facilitate seamless interaction with multiple systems. However, there is room for improvement in areas such as user-friendliness for beginners, stability, flexible licensing, and enhanced OCR functionality. Organizations in sectors such as banking, finance, manufacturing, and healthcare gain from the improved operational efficiency and ROI Automation Anywhere offers.

What are the important features of Automation Anywhere?

Ease of Use: Simplifies automation tasks with a user-centric interface.
Robust Connectivity: Provides seamless integration with multiple systems.
GenAI-Driven Document Automation: Leverages AI to automate document management.
Process Automation & Co-Pilot: Enhances workflow automation with advanced AI.
Cloud-Native Platform: Enables rapid deployment and integration.

What benefits should be evaluated in reviews?

Time Savings: Automation drastically reduces manual processing time.
Cost Efficiency: Decreases overall operational costs by automating tasks.
Productivity Enhancement: Streamlines workflows with AI-driven tools.
Improved Integration: Enhances ability to work with multiple systems.
Scalability: Supports growth with a flexible cloud-native architecture.

In the insurance industry, Automation Anywhere is utilized for automating processes such as enrollment management and compliance checks. Its applications extend to supply chain management, financial transactions, and business performance monitoring across sectors like banking, finance, manufacturing, and healthcare, helping organizations to automate routine tasks, improve efficiency, and reduce costs.

Automation Anywhere

Cherwell Service Management is designed to provide scalable and stable support for IT processes. Enhancing reporting and management interactions, it benefits departments with its integration features, knowledge base, and open architecture.

Cherwell Service Management simplifies task and resource management for organizations handling incident, problem, and change management. With its robust framework, hospitals manage clinical and non-clinical incidents, while integration options like Azure facilitate ITSM and CMDB discovery. The platform's strong reporting capabilities support recording incidents and changes, enabling diverse enterprise applications. Enhancements are needed in areas like agility support and JIRA integration.

What are the key features of Cherwell Service Management?

Dashboard: Offers quick task overviews for enhanced productivity.
Reporting Functionality: Simplifies data analysis and communication.
Self-Service Capabilities: Empowers users to resolve issues independently.
Integration and Orchestration: Ensures seamless connectivity with other tools.
Change Management: Provides stability in adapting processes.

What benefits should users consider when evaluating Cherwell Service Management?

Scalability: Supports growth and adaptation in IT environments.
Knowledge-Based Feature: Facilitates improved decision-making and compliance.
Functional Dashboards: Allow interactive data exploration through drill-down features.
Ease of Use: Open architecture benefits diverse departmental needs.

In hospitals, Cherwell Service Management handles both clinical and non-clinical incident management with integrations like ink cartridge tracking. Middle-sized teams increase efficiency in task management, while companies utilize its CMDB discovery for ITSM needs. Modernization is essential for mobile interfaces and VPN access, ensuring improved user interaction.

Ivanti

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."

LinkLive

Sample Customers

Google, Linkedin, Cisco, Juniper Networks, DellEMC, Comcast, Mastercard, Quest Diagnostics

Ausenco, Highlights for Children, B/E Aerospace

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 ServiceNow, Atlassian, Zendesk and others in Help Desk Software. Updated: October 2026.

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