LinkLive
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About
LinkLive is a comprehensive customer engagement platform designed specifically for organizations in highly regulated sectors, such as banking and healthcare. It combines traditional contact center capabilities with advanced agentic AI to manage the entire customer journey across various digital channels including voice, video, SMS, and secure mail. The platform focuses on establishing trust through stringent security certifications like HITRUST r2 and HIPAA compliance, ensuring that every interaction is protected while driving operational efficiency. By centralizing communications into a single interface, it helps businesses eliminate silos and provide a more cohesive experience for both customers and staff. The system operates through three primary AI-driven pillars: Virtual Assistants, Agent CoPilot, and Post-Call Analytics. The Intelligent Virtual Assistant handles routine inquiries with high containment rates, while the Agent CoPilot provides real-time assistance to human agents, significantly reducing average handle time. Additionally, its Journey Orchestration Engine uses specialized bots to deliver adaptive digital labor, allowing businesses to automate complex workflows and personalize interactions without human intervention. This modular approach allows for AI to be integrated into existing infrastructure, providing flexibility for companies that are not yet ready for a total system overhaul but want to benefit from automation. LinkLive is purpose-built for industries where data privacy and compliance are non-negotiable. This includes financial institutions, where over 600 banks and credit unions use it for secure member engagement, and healthcare organizations, where it serves over 30 million patients by streamlining care coordination and patient access. It is also highly effective for government agencies and social assistance programs that require multi-language support and high-security standards to reach diverse communities. The platform’s ability to integrate with industry-specific software like Epic makes it a preferred choice for professionals who need specialized tools rather than general-purpose communication software. What sets LinkLive apart is its twenty-year history of merging telecom excellence with specialized AI. Unlike generic CCaaS providers that focus solely on communication infrastructure, LinkLive functions as a Customer Engagement Platform that offers deep insights into the full customer journey. Its modular AI optionality is another differentiator, allowing companies to enhance their current systems with standalone AI components rather than undergoing a complete transition. This flexibility, combined with its verified 78% first-call resolution rate and 50% cost reduction, makes it a leader in outcome-focused customer service.
Pros & Cons
Leading organizations achieve a 78% First-Call Resolution rate using the platform.
Verified HITRUST r2 and HIPAA compliance for highly regulated industry standards.
Achieves an 86% containment rate for virtual assistants to reduce agent workload.
Modular design allows integration with specialized platforms like Epic for healthcare.
Proven to help organizations achieve a 50% cost reduction in customer service operations.
Pricing details are not publicly available and require a demo request.
The platform is specialized for regulated sectors and may be excessive for basic retail.
Full implementation of the Journey Orchestration Engine may require significant setup time.
Advanced AI capabilities like Agent CoPilot are limited to specific service packages.
Use Cases
Healthcare administrators can integrate LinkLive with Epic to streamline patient access and care coordination.
Credit union managers can consolidate communication channels into one interface to improve member service reporting.
Government agencies can utilize AI chat translation to reach diverse residents and provide inclusive services.
Contact center supervisors can use post-call analytics to monitor agent efficiency and improve resolution rates.
Enterprise IT teams can implement modular AI components into existing stacks without a total system replacement.
Platform
Features
• journey orchestration engine
• post-call analytics
• ai chat translation
• modular ai integration
• secure omnichannel communication
• hitrust r2 compliance
• intelligent virtual assistant
• agent copilot ai
FAQs
What industries is LinkLive specifically designed for?
LinkLive is built for highly regulated sectors, including healthcare, finance, government, and social assistance. It offers specific compliance certifications like HITRUST r2 and HIPAA to meet the strict data privacy needs of these industries.
How does Agent CoPilot assist customer service representatives?
Agent CoPilot uses AI to provide real-time guidance and automated support to agents during live interactions. This feature has been shown to reduce average handle time by up to 40% by streamlining information retrieval and task execution.
Does LinkLive require a complete replacement of existing systems?
No, the platform offers modular AI optionality, allowing businesses to integrate standalone AI components into their current tech stack. This approach enables companies to enhance specific parts of their customer journey without a total overhaul.
What level of security does the platform provide for sensitive data?
The platform is HITRUST r2 certified, HIPAA-compliant, and maintains SOC 2 Type II certification. These standards ensure that all communications, including secure mail and video, meet the highest industry levels for data protection and privacy.
Pricing Plans
Enterprise
Unknown Price• Agent CoPilot
• Virtual Assistant IVA
• Secure Chat/SMS
• HITRUST r2 Certification
• Full CCaaS Platform
• Journey Orchestration Engine
• Post-Call Analytics
• Digital First DCS
• Secure Mail
• Knowledge Base
Job Opportunities
There are currently no job postings for this AI tool.
Ratings & Reviews
No ratings available yet. Be the first to rate this tool!
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