LinkLive Recognized in Forrester CCaaS Landscape Report

2024 has been one filled with impressive debuts for LinkLive. We introduced two secure, AI-enabled features in our contact center platform: Agent CoPilot and Chatbot IVA. We’re poised to launch Performance AI very soon. And now, we’re excited to share another momentous debut. 

For the first time, LinkLive has been named in Forrester’s “The Contact Center as a Service (CCaaS) Platforms Landscape” for the fourth quarter of 2024. This overview is used by contact center leaders “to understand the value they can expect from a CCaaS vendor, learn how vendors differ, and select one based on size and market focus,” according to the Forrester report.  

Successful CCaaS solutions—including LinkLive’s Customer Engagement Platform—empower organizations to reduce costs without compromising service levels or endangering customer loyalty.

Delivering Outstanding Service Across Customer Journeys 

The metric of success for any contact center is excellent experiences. Ideally, the customer journey starts with robust self-service that allows customers to resolve simple issues on their own but can seamlessly transfer the interaction to a human agent when needed. LinkLive’s Chatbot IVA does exactly this. Instead of a low-effort, rule-based bot, Chatbot IVA uses AI to assist customers in a conversational style. It answers customer queries with information pulled from the company’s internal knowledge base, which ensures accurate responses every time. And when the customer needs a live agent, handoff is effortless. All the prior conversation history and context are preserved, enabling the agent to deliver relevant service.

All-in-One Customer Engagement Platform and Seamless Integrations

LinkLive is an all-in-one customer engagement platform: voice, video, chat, SMS, chatbot, encrypted email, and co-browsing all in a single solution. Customers can easily switch from chat to voice and then to video or co-browsing with just a click.

We’re also embedded with core banking system providers, so our financial clients don’t have to add a separate CCaaS solution. As mentioned previously, LinkLive’s AI-enabled features, like Chatbot IVA and Agent CoPilot, leverage customer knowledge bases and unstructured data sources (for example, PDFs or Word documents) to generate accurate responses to customer inquiries. In addition, LinkLive integrates with Epic, the electronic health record software, as well as other EHR systems, and many common customer relationship management (CRM) systems—which empowers agents and optimizes the customer and patient experiences.

Better Agent Experiences and Operational Efficiency

Contact center leaders struggle to attract and retain top talent. Agents answering the same mundane things every day or performing rote tasks after every call will burn out and quit. LinkLive developed AI-enabled features to address these challenges head-on. Powerful self-service features deflect repetitive, common inquiries away from agents so that they can focus on more complex or revenue-generating conversations. During a live chat or call, Agent CoPilot monitors tone and sentiment, providing deeper insights into customer emotions and enabling agents to deliver more empathetic, tailored responses. Agent CoPilot also pulls from internal knowledge base documents and composes lightning-fast responses for agents to use or refer to. This improves average handling time and first-call resolution metrics. After a call or chat has concluded, the software intelligently summarizes the conversation. The agent can simply paste that summary into the CRM system or modify it as needed, drastically reducing post-call work. LinkLive’s Agent CoPilot is human-centered AI that supports—not replaces—your agents.

Drive Operational Savings Without Compromising Service

LinkLive understands the tension between managing costs and providing good customer experiences and has designed its platform to extract maximum value without sacrificing the customer experience.

Real-time language translation for live and chatbot interactions allows clients to reach and serve more customers without hiring more multilingual agents. Chatbot IVA offers accurate answers to common customer questions, deflecting those calls away from agents, so they’re not bogged down with busy work. Workforce optimization tools help untangle the complicated task of agent scheduling. Supervisors can adjust staffing levels based on historical and predicted call volumes, current campaigns, and external factors—so they always have the right number of agents to create engaging customer experiences that boost satisfaction.

Recognition from Industry Analysts 

LinkLive has been recognized by Forrester in the Q4 2024 CCaaS landscape report. Forrester’s recognition underscores for us what our more than 1,200 customers already know: LinkLive’s Customer Engagement Platform empowers them to retain agents, achieve efficiencies, reduce costs, reach more customers, and deliver outstanding service without additional staff.

Schedule a personalized demo to learn more.