Hornbill Systems Supportworks vs LinkLive comparison

Why PeerSpot?

Hornbill Systems and LinkLive are both solutions in the Help Desk Software category. Hornbill Systems is ranked #33, while LinkLive is ranked #45. Additionally, 50% of Hornbill Systems users are willing to recommend the solution, compared to 100% of LinkLive users who would recommend it.

Comparison Buyer's Guide

Download the report

Executive SummaryUpdated on Dec 1, 2024

Hornbill Systems Supportworks and LinkLive compete in customer support and communication software. Hornbill leads in integration and deployment options, while LinkLive dominates with its communication features.

Features: Hornbill offers customizable workflows, IT service management tool integration, and flexible deployment. LinkLive provides voice, video, and chat communications, along with comprehensive customer engagement tools.

Ease of Deployment and Customer Service: Hornbill supports a cloud-based solution for easy integration with existing systems, providing responsive customer service. LinkLive also offers straightforward deployment and strong support, ensuring smooth transitions and ongoing assistance.

Pricing and ROI: Hornbill has a competitive pricing structure, focusing on ROI through integrated and customizable solutions. LinkLive's higher pricing aligns with its broad feature set, making it suitable for those seeking advanced communication capabilities.

To learn more, read our detailed Hornbill Systems Supportworks vs. LinkLive Report (Updated: September 2026).

Buyer's Guide

Hornbill Systems Supportworks vs. LinkLive

September 2026

Download the complete report

Helped 913,806 peers since 2012

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

Venkat Sivaprakash

Management Consultant at Accenture

Has significantly improved document-driven workflows and reduced processing time across finance and HR functions

Automation Anywhere has evolved significantly and upgraded itself to provide agentic AI and AI-based automation solutions for document automation. The product has matured considerably over time. We can create workflows that can call an API. We can include prompts in particular workflows for ChatGPT-related functions, connecting to an LLM and RAG to perform tasks. For document automation, modern features are available to train documents, ensuring high accuracy and repeatability over time. The system is very easy to use. I recently completed a course in document automation, typically designed for people involved in coding and technical aspects. Though I understand coding comprehensively, I don't do actual coding. The course was very accessible. Currently, extensive coding isn't necessary due to the hybrid model incorporating GenAI aspects, low-code, no-code capabilities, APIs, and numerous pre-built objects in Automation Anywhere. The features include GenAI-driven prompting methods and workflow creation capabilities. In these workflows, we can create decision boxes and call APIs without coding. We simply pull objects, drop them, connect them, and add minimal coding when needed. The most crucial aspect isn't coding but rather sizing the automation and fleshing out the details. Automation Co-pilot takes notes and performs automated analysis. It can extract details from videos, summarize conversations, and provide detailed information. During calls, it identifies instructions and performs tasks such as preparing reports and reconciliation. Automation Anywhere can also connect with Microsoft Co-pilot. Through Co-pilot, real-time operations can be executed, allowing direct interaction between vendors and automation through this component.

Read full review

it_user1262703

Service Desk Team Leader at a healthcare company with 5,001-10,000 employees

Excels in call logging and call flows but is limited in terms of scalability

I'd advise others to map their processes out before starting with the solution. Hornbill has recently generated a new version of its product and it meets some of the requirements that we would have been looking for. It's a bit more scalable, a bit more responsive to a customer-focused model for support, and they've improved a lot of things like process flow and self-service. In terms of rating the solution, it's difficult to grade. It really depends on the size of the organization that's trying to use it as that tool. One of the reasons why we're looking to shift is because we've grown quite a bit over the years that we've had it, which makes it difficult for it to meet our demands. However, for an organization the size of what we were when we started our journey with it, I'd rate it ten out of ten. Where we are now, with our company size and needs, I'd rate it six out of ten.

Read full review

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.

Read full review

Quotes from Members

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

Pros

"Document Automation is a game changer. Earlier, with IQ Bot, we achieved partial automation—around 80% of the process was automated. With GenAI and Google Vision OCR now integrated into Document Automation, end-to-end automation is achievable, even with unstructured documents."

"As a tool, IQ Bot is easy to use, powerful, and very competitive compared to others."

"Features such as MetaBot and IQ Bot are very advanced and capable as compared to reading PDFs using OCR."

"Earlier users were converting the unstructured data from the PDF into the structured format to process the task but now, this activity is replaced by IQ Bot."

"Using Automation Anywhere saves us time, money, and eliminates errors."

"With this innovative tool's automation, it is very dynamic, easy to develop, and deliver results quickly."

"No review content was provided."

"The data capture feature is very valuable. I know there are also some elements where you have to be able to incorporate AI, but I haven't gotten to that level yet."

More Automation Anywhere pros

"We've definitely seen an ROI; we've had the system in place for eight years, and it's provided a solid platform for us to deliver our services during that period."

"The solution's business process flow is quite strong. Its reporting is quite good. The standard, basic ITSM functionality like call logging and call flow, for example, are areas the solution really excels in."

"It is quite user friendly to use and has a lot of very useful features that makes the analyst/technician's life easier."

"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."

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

"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."

"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."

"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."

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

"More customers are getting taken care of, and that means we are seeing customer satisfaction."

Cons

"It is not always predictable 100% of the time. While it has improved with each version, some unexplained issues still exist."

"There is still a way to go for Automation Anywhere where we can see improvement."

"The initial setup is difficult because Automation Anywhere does not have a GitHub integration. They need to build a patch for that."

"We have still not explored Automation Anywhere to its full potential, so I will restrict myself from commenting on improvement areas at this time."

"We could use more accuracy with IQ Bot."

"As a developer, I find Automation Anywhere's bot editor riddled with minor workflow issues that hinder productivity."

"They sell every different functionality in too many separate packages, making the procurement process complicated as it requires paying additional licensing for more features."

"The user interface should be enhanced to make things simpler for the user."

More Automation Anywhere cons

"It's worked well for us for a significant period of time. However, we are kind-of outgrowing it at the moment. We're struggling a bit with making it meet our requirements."

"Customer Service: I'd rate it as a 5/10 or 6/10."

"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."

"Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out."

"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."

"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."

"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. 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."

Pricing and Cost Advice

"Automation Anywhere is affordable."

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

"Automation Anywhere University is pretty good. They make it available free for everyone."

"The price is a little bit high but the support is good."

"They all are very competitive today. At the end of the day, it boils down to the negotiations that happen and what type of partner you are."

"It depends. For example, for my group, we are centralizing the infrastructure in Paris. Our contract is signed with Automation Anywhere in France. The currency and the pricing of Automation Anywhere in France can appear beneficial and interesting for Germany and Scandinavian countries, but when we share our infra and are internally charging other countries such as Poland, Brazil, or some other country with a lower currency value as compared to Euro, it becomes less beneficial. They would prefer to sign the contract directly with Automation Anywhere because they will benefit from a price that is as per their local market."

"The setup cost depends on multiple factors, so you need to get details before choosing."

"The pricing of AA is similar to UiPath."

More Automation Anywhere pricing and cost advice

"Our organization pays about $40,000 annually. There are ongoing consultancy costs and if we want to change anything, we're charged a day rate. Other than that, there are no other extra costs involved in working with the solution."

"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."

"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 exceptionally competitive, and the value we receive from LinkLive for the cost is a significant advantage."

See which vendors are best for you

Use our free recommendation engine to learn which Help Desk Software solutions are best for your needs.

See recommendations

913,806 professionals have used our research since 2012.

Top Industries

By visitors reading reviews

Outsourcing Company

15%

Financial Services Firm

12%

Comms Service Provider

10%

Manufacturing Company

10%

No data available

Construction Company

23%

Financial Services Firm

17%

Manufacturing Company

10%

Comms Service Provider

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

By reviewers
Company Size	Count
Small Business	161
Midsize Enterprise	82
Large Enterprise	558

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...

See all answers

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.

See all answers

Ask a question

Earn 20 points

Ask a question

Earn 20 points

Comparisons

UiPath Platform vs Automation Anywhere

Compared 11% of the time

Blue Prism vs Automation Anywhere

Compared 6% of the time

Microsoft Power Automate vs Automation Anywhere

Compared 5% of the time

AutomationEdge vs Automation Anywhere

Compared 3% of the time

Appian vs Automation Anywhere

Compared 2% of the time

More Automation Anywhere Competitors

ServiceNow vs Hornbill Systems Supportworks

Compared 16% of the time

JIRA Service Management vs Hornbill Systems Supportworks

Compared 15% of the time

Zendesk vs Hornbill Systems Supportworks

Compared 5% of the time

BMC Helix ITSM vs Hornbill Systems Supportworks

Compared 5% of the time

Clarity SM vs Hornbill Systems Supportworks

Compared 5% of the time

More Hornbill Systems Supportworks Competitors

Cisco Webex Contact Center vs LinkLive

Compared 16% of the time

Genesys Cloud CX vs LinkLive

Compared 15% of the time

Freshdesk vs LinkLive

Compared 13% of the time

Talkdesk vs LinkLive

Compared 12% of the time

SysAid vs LinkLive

Compared 2% of the time

Product Reports

Buyer's Guide

Automation Anywhere

September 2026

Download Automation Anywhere product report

Buyer's Guide

IT Service Management (ITSM)

September 2026

Download Hornbill Systems Supportworks product report

Buyer's Guide

LinkLive

September 2026

Download LinkLive product report

Also Known As

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

Supportworks

Revation LinkLive

Interactive Demo

Automation Anywhere

Demo not available

Hornbill Systems

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

Hornbill Systems Supportworks is a flexible IT service management tool designed to manage complex IT environments with ease.

Designed for IT service management, Hornbill Systems Supportworks facilitates efficient operation within complex environments. With customizable workflows and automation capabilities, it addresses detailed requirements for seamless process execution.

What are the standout features of Hornbill Systems Supportworks?

Customizable Workflow: Offers tailored workflows to fit precise IT management needs.
Automation Capabilities: Enhances efficiency through task automation, reducing manual intervention.
Integration Options: Supports integration with third-party applications, ensuring interoperability.
User Management: Streamlines user role assignments and access provisions.
Reporting Tools: Provides comprehensive reporting for data-driven decision-making.

What benefits can you expect when evaluating reviews of Hornbill Systems Supportworks?

Scalability: Adapts to growing business demands without performance issues.
Cost Efficiency: Lowers operational costs through automation and effective resource management.
Enhanced Productivity: Increases productivity by minimizing downtime and improving process flows.
Improved Service Delivery: Elevates the quality of IT services with enhanced management tools.
Time Savings: Reduces time spent on troubleshooting and routine tasks.

Hornbill Systems Supportworks is implemented across industries such as finance, healthcare, and education, where streamlined operations and reliable service management are critical. Its adaptability ensures it meets sector-specific compliance and operational challenges effectively.

Hornbill Systems

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

Aylesbury Vale District Council

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

Buyer's Guide

Hornbill Systems Supportworks vs. LinkLive

September 2026

Free Report: Hornbill Systems Supportworks vs. LinkLive

Find out what your peers are saying about Hornbill Systems Supportworks vs. LinkLive and other solutions. Updated: September 2026.

DOWNLOAD NOW

913,806 professionals have used our research since 2012.

See our Hornbill Systems Supportworks vs. LinkLive report.

See our list of best Help Desk Software vendors.

We monitor all Help Desk Software reviews to prevent fraudulent reviews and keep review quality high. We do not post reviews by company employees or direct competitors. We validate each review for authenticity via cross-reference with LinkedIn, and personal follow-up with the reviewer when necessary.