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The essentials for engaging with customers

Richer, digital-first customer engagements

All-in-one customer engagement platform

Essential

For Powerful Digital Customer Service

Includes:

  • Chat, SMS, & Multimedia

    Secure chat for connecting customers and agents with skills based routing + ability to add voice, video, and desktop share and co-browse. LinkLive is pre-integrated with many authenticated platforms to streamline implementation.

  • Secure Mail

    Secure mail with file attachments, for connecting customers to your business with easy integration to corporate messaging.

  • Workforce Management for Chat

    Automatically generate schedules and compare actual to forecasted volumes, while managing requests for sick time and unplanned time off.

  • Engagement Level Reporting

    Review agent performance and activity with easy-to-use charts, graphs, tiles and surveys across subscribed features.

  • Question and Answer Service Bot

    Chatbot for automated answers to common questions with rule-based conversation flow.

  • Conversation History

    Provide agents with instant insights from past interactions, enabling personalized service from the first moment.

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Premium

For Contact Center Agents & Customer-Facing Staff

Includes Essential & More:

  • Chatbot Intelligent Virtual Assistant

    Integrate your virtual assistant directly within your website and digital banking. Reduce call transfers and wait time and improve first call resolution with the ability for Agent Handoff. Configure your digital channels and deploy your IVA to match your brand.

  • Agent CoPilot

    Our suite of AI-enabled features is designed to transform customer interactions by providing intelligent agent assistance capabilities that truly matter. Agent CoPilot offers Conversation History, Conversation Summary, Real-time Sentiment and Tone Analysis, Automated Taxonomy Indexing, Recommended Responses, and Conversation Highlights.

  • AI Chat Translation

    Enable two-way, real-time translation of customer messages in up to 75 supported languages within a chat, allowing users to communicate in their preferred language.

  • Appointment Scheduling

    Streamline scheduling of in-person and virtual meetings, connected to your personal schedule in Outlook 365.

  • Multimedia Conference Rooms

    Personal, digital conference rooms for agents and licensed professionals to collaborate with customers and efficiently deliver the best possible outcomes.

  • Social Channel Conversations

    Expand your reach by connecting LinkLive to your social channels.

  • Workforce Engagement

    Monitor KPIs that matter with real-time performance. Access dashboards and custom reporting.

  • Core and CRM Integrations

    Simplify Agent workflow and reduce handle time by automating conversation details and screen pops with your 2nd party data systems. Available as an add-on.

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Most
Popular

Premium +

For Contact Center Agents & Enterprise Staff

Includes Premium & More:

  • Voice Conversations, Inbound and Outbound with IVR*

    Cloud based and AI-powered, the LinkLive CCaaS is an all-in-one contact center solution for customer service and support. The platform’s modern, highly functional user interface is designed for connecting customers and agents anywhere, in any channel with a best-in-class security posture.

  • Agent CoPilot with Knowledge Base

    Leverage your own data to provide self-service and instant answers to common questions directly from your knowledge base.

  • Unified Communications for Hybrid Workers and Enterprise Staff*

    All-in-one for everybody. Complete, cloud based communications and collaboration platform for all users across the organization including support staff and licensed professionals. Connect and collaborate in any channel, from any device.

  • Workforce Engagement Analytics*

    Automatically generate accurate schedules and compare actual to forecasted volumes across all channels, while managing planned and unplanned staff time off requests.

  • Campaign Management with Outbound Dialer*

    Automated campaign dialer for outbound customer, patient and prospect engagement via voice and SMS.

*see feature details below

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Compare All Plans and Features

LinkLive Packages Breakdown

Customer Engagement Platform Essential Premium
Most Popular
Premium +
Chat, SMS, & Multimedia
Secure Mail
Agent Assist AI
Conversational AI
Workforce Management for Chat
Outlook Integration for Secure Mail
Engagement-Level Reporting
Native Appointment Scheduling
Multimedia Conference Rooms
Social Channels
Conversational AI Library of Bots
Core, EHR, CRM, and Knowledge base Integrations
Premium Reporting
Cloud-based Contact Center as a Service*
Unified Communications for Hybrid Workers and Enterprise Staff*
Workforce Engagement Management*
Multimedia Campaign Management*
*see feature details below

Included in Premium +

Voice Conversations

  • Inbound & outbound voice with IVR services
  • Any channel communication and collaboration
  • Advanced queueing and skills-based routing
  • Agent assistance modules
  • SIP trunking for VoIP and PSTN calls

Unified Communications

  • Native desktop and mobile apps for Hybrid Workers and Enterprise Staff
  • Desk-phone accessibility
  • Dedicated phone numbers
  • Virtual numbers for compliance
  • Any channel communication and collaboration

Workforce Engagement Analytics

  • Standard daily reports
  • Customized reporting and ad hoc views
  • Pre and post survey management
  • Agent controls and monitoring
  • Quality assurance and evaluation
  • Workforce management for all conversations

Campaign Management

  • Automated outbound dialing
  • Intelligent agent routing
  • Real-time performance monitoring