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Hello,

Engagement has never been more vital. Whether it’s customer, member or employee
engagement, expectations are high, and this represents an opportunity to deliver
on those expectations. LinkLive can help. Let’s dive into recent product
enhancements and help you deliver the most successful outcomes. If you have
questions about these features, please contact your Fiserv account
representative and they will arrange a demonstration. 

What’s inside: We’ll dig into recent product enhancements and share all the new
features that are available now and coming soon to the LinkLive platform.

 * Recent Enhancements
 * New Product Announcements (CCaaS)
 * New Product Announcements (DCS)
 * Changes to Existing Features
   

 


Modern access points of LinkLive.app & LinkLive Mobile

LinkLive is available through three access points, the Communicator desktop app,
a browser-based version of LinkLive.app, and LinkLive Mobile. Throughout the
summer, we’ve updated LinkLive.app several times with enhancements to improve
the Agent experience.. Please see the release notes for more detail.

 

New Feature Highlight - LinkLive Mobile

We’ve refreshed our app and as of May, it’s now available in the iOS App Store.
It’s the same code base as the desktop version with many configurations to match
your organization's profile for you and your employees. Learn more about using
LinkLive to support your Mobile Workers and Enterprise Users. 


 


 


 


IF YOU'D LIKE TO LEARN MORE OR INQUIRE ABOUT ACCESS TO LINKLIVE.APP OR LINKLIVE
MOBILE FOR YOUR ORGANIZATION, PLEASE CONTACT LINKLIVE SUPPORT. 

 

Seamless SSO for LinkLive.app

For organizations allowing Single Sign On (SSO), LinkLive can be accessed
through popular SSO platforms providing LinkLive users at all levels, a seamless
sign-on process and removing a step (and a password) from routine, daily
activities.

          

 

 

New Product Announcements (CCaaS)

At LinkLive, we believe in AI that matters. For that reason, we have created a
new and thoughtful way to use artificial intelligence to streamline agent
activities in the contact center environment.

AI-powered Conversational Summaries

This new feature will utilize advanced and integrated AI to immediately
summarize a closed session and enter it into the relevant database, either
internally to LinkLive or directly into your integrated Customer Relationship
Management (CRM) database. This removes a time-consuming step for agents and
preserves the relevant details of the customer interaction for access at any
time. This feature is currently in beta.

 

 

New User Interface coming to LinkLive.app

We’ve interviewed and spent time with a number of our clients that utilize our
desktop-based access point, LinkLive.app. Based on this feedback, we’ve already
incorporated several enhancements and are working on a new user interface (UI).
This UI is part of our ongoing investment to empower your agents. The new
experience will offer several usability improvements, more AI to assist Agents,
and an improved menu to start your next or search for previous conversations. We
will be sharing more details in the months to come.

 

Additional CCaaS Features: 

The most recent release of LinkLive offers a host of new capabilities including
a drag & drop feature for adding files to a current chat. LinkLive users can
also edit and format the text in their message, offering bold, italics, and
underline font styles as well as bulleted and numbered lists to organize complex
responses.

The LinkLive native Workforce Management (WFM) feature is currently in the late
beta stage of our testing with a small number of customers. We’ve been
continually improving the AI that is building an accurate forecast for inbound
calls and chats, and further updates are coming soon.

 

Updated and Improved Notifications  

We have made various enhancements to our notifications, to improve user workflow
and notify users of inbound communications, no matter where they are in
LinkLive. With this enhancement, agents and users will receive a convenient
pop-up notification when an inbound call or chat session comes in, to ensure
they respond quickly to customer inquiries.

Enhancements to Activity Reporting

Based on client feedback, we are also making enhancements to our reporting
capabilities with new reporting on activity outside of your queues (aka hunt
groups), and going beyond our current hunt group reporting, including calls,
chats, sign-ins, and co-browse sessions. In addition, this new reporting allows
supervisors to review the number of sessions handled by any bots that are
operating to support the agents. This activity reporting will be available soon.

 

 

Conversational Banking and Insights into Gabby 

LinkLive AI-powered conversational banking is now available. This new capability
will provide a conversational interface for customers and members and can handle
routine and complex financial inquiries 24/7/365. By assisting customers
directly and deflecting inbound requests, Conversational AI allows agents to
focus on value-add and revenue-generating conversations.

One of the first, current LinkLive customers has deployed this capability in the
form of Gabby, their digital best banker, and a member of their support team.
Since deploying Gabby for the first time in May of this year, the solution has
handled over 9,000 sessions, connecting with over 4,400 customers. She has a
containment rate of 92% and helps customers 24/7!

 

 

 

AWS Migration

Throughout 2023, we will be migrating all LinkLive instances to Amazon Web
Services (AWS) to further enhance our security posture and renew our HITRUST r2
certification. We will contact each of our clients as their migration date
approaches.

Update on CoBrowse features 

We’ve added several features to increase interactivity for agents helping
consumers with tasks like navigating your websites, reviewing digital workflow,
and completing complex processes such as account opening. 

Upgrade from Communicator to LinkLive.app

LinkLive customers are migrating their Agents and Enterprise Users to our
desktop experience, LinkLive.app. Contact Customer Success to see a
demonstration and learn about upgrading your Communicator to the latest
LinkLive.app. 

Whether you are interested in adding new features, integrating AI that matters,
or delivering secure, successful cross-channel sessions for agents, LinkLive is
here to help you drive performance and connect with trust. If you have questions
about these features, please reply, and a Customer Success team member will
follow up.

📞 Contact LinkLive

 * To speak with a member of the LinkLive Support team, please call (952)
   392-1834
 * To learn more about LinkLive features, visit the customer success center
   (click the “?” on the left menu) for video tutorials, technical support, and
   how-to guides.
 * Would you like to share your feedback on what’s next for LinkLive? Send your
   great idea to ideas@linklive.ai



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