Essential
For Powerful Digital Customer Service
Includes:
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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.
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Secure Mail
Secure mail with file attachments, for connecting customers to your business with easy integration to corporate messaging.
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Agent Assist AI
Contextual data to improve customer support with historical view across all LinkLive conversations (Chat, SMS, Voice) and real-time summary and detailed content for each interaction for efficient wrap-up and analytics.
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Conversational AI
Basic chatbot for automated FAQ responses and two-way contextual flow, including intelligent agent routing and natural language processing.
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Workforce Management for Chat
Automatically generate schedules and compare actual to forecasted volumes, while managing requests for sick time and unplanned time off.
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Outlook Integration for Secure Mail
Integrate LinkLive secure mail, file attachments and media directly within your Microsoft Office 365.
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Engagement-Level Reporting
Review agent performance and activity with easy-to-use charts, graphs, tiles and surveys across subscribed features.
Premium
For Contact Center Agents & Customer-Facing Staff
Includes Essential & More:
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Native Appointment Scheduling
Streamline scheduling of in-person and virtual meetings, connected to your personal schedule in Outlook 365.
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Multimedia Conference Rooms
Personal, digital conference rooms for agents and licensed professionals to collaborate with customers and efficiently deliver the best possible outcomes.
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Social Channels
Expand your reach by connecting LinkLive to your social channels.
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Conversational AI Library of Bots
Integrate premium Conversational AI to automate the routine and intelligently engage with customers 24/7/365.
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Core, EHR, CRM, & Knowledge Base Integrations
Simplify Agent workflow and reduce handle time by automating conversation details and screen pops with your 2nd party data systems.
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Premium Reporting
Monitor KPIs that matter with real-time performance. Access dashboards and custom reporting.
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 +
Cloud-based Contact Center as a Service
- 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
Hybrid Workers and Enterprise Staff
- Native desktop and mobile apps
- Desk-phone accessibility
- Dedicated phone numbers
- Virtual numbers for compliance
- Any channel communication and collaboration
Workforce Engagement Management
- 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
Multimedia Campaign Management
- Automated dialing
- Intelligent agent routing
- Real-time performance monitoring