LinkLive is the leading all-in-one, AI-enabled communications platform, trusted by the world’s most highly secure organizations to deliver cloud-based contact center as a service (CCaaS), and enterprise communications. LinkLive is dedicated to delivering the best possible patient outcomes, optimizing customer service representative performance, and ensuring compliant communications for enterprise users by transforming conversations to efficiently support your patients and employees, no matter where they are. 

LinkLive is a singular platform delivering cloud-based contact center as a service (CCaaS) capabilities, designed for the needs of modern health systems and hospitals. The LinkLive platform is HITRUST r2 certified, and HIPAA compliant, to ensure your patient’s protected health information (PHI) is just that, protected. LinkLive offers offer a full range of patient engagement, and contact center services to empower contact center staff and care coordination teams to deliver the best possible outcomes.

LinkLive powers communications success for organizations like North Memorial Healthcare, University of Minnesota Physicians, Pennsylvania 211, and more. The LinkLive platform is HIPAA compliant and adheres to the most stringent compliance standards, including HI-TRUST, GLBA, SEC, and SOC2 requirements. 

LinkLive combines unmatched security, a comprehensive range of solutions, industry expertise, exceptional onboarding and support, and a long-standing commitment to customer success. These factors make us the preferred choice for hospitals and health systems seeking a truly transformative communication platform.

LinkLive is designed to optimize the way hospitals and health systems manage their appointment scheduling and triage processes. By centralizing these critical services into a single, digital solution, LinkLive enables customer service representative (CSR) and nurse triage teams to efficiently handle all inbound conversations through one modern and complete platform.

Please feel free to reach out directly to LinkLive with any questions you may have. Our team can be reached via chat from our website, by phone at (952) 392-1834 or via sales@linklive.ai.

With available integration with Epic, LinkLive can display relevant patient health information, including patient name and a link to their EHR record, directly to the customer service representative (CSR). This serves to inform the CSR about who they are speaking with, allowing the patient to fully explain their care needs, and reducing average handle time. This patient information will accompany the call, as it is transferred from a non-clinical CSR to a nurse or other clinician. 

When a patient conversation is initiated, LinkLive will securely query your Epic instance through real-time data integration using the Epic Interconnect web API and display the patient's name and a clickable link to the patient’s record in your Epic instance, directly to the representative. This information will assist the to improve the patient experience and reduce the handle time of the conversation, while reducing the number of transfers to more expensive clinical resources. 

Yes. LinkLive is designed to allow care teams and non-clinical representatives to support patients from the office, from their home, or a hybrid combination. All LinkLive features are available to any user with a computer and an internet connection.

Yes. LinkLive can route calls automatically to a properly skilled customer service representative or an idle representative, according to the needs of your healthcare institution, or all calls can be routed to a customer/patient support team, to be handled and transferred as needed.

LinkLive can also route calls to nurses or providers who are best at handling calls, and deflect calls, permanently or temporarily, from staff that are working on other administrative tasks, such as medication refills, during the workday.

Yes, our campaign manager can be configured to communicate with patients to meet proactive outreach objectives to engage with the patient at any point in the patient journey.

LinkLive Workforce Management utilizes artificial intelligence to analyze actual, historical call volume, forecast expected call volume, and predict the required staffing level down to 15-minute increments. This allows supervisors to eliminate legacy tools and schedules and spend more time optimizing their operations.  

By accessing actual, historical session data, LinkLive WFM will empower contact center supervisors to make the right staffing decisions and meet their SLAs. Representatives will benefit by having an appropriate workload based upon accurately forecasted session activity and they will be able to dedicate an appropriate amount of time to each session. With LinkLive WFM, supervisors can dial in their forecasts, out to six weeks, and build accurate schedules down to 15-minute increments, with over 80% accuracy.

Representatives will appreciate the flexibility of checking their schedule from their mobile device, and the ability to request shift swaps and personal time quickly and easily. Supervisors can review and approve these requests with ease, knowing they are staffed appropriately and are positioned well to meet their goals. 

LinkLive can empower your CSR with the appropriate script. When an inbound call arrives, the CSR is served a script based on data gathered through the routing process. The script delivery is configured in the LinkLive Admin feature at the queue level, or at the CSR level, empowering all reps to keep patient conversations on the right track and leading to the best possible outcome for the patient.

LinkLive offers robust reporting capabilities that are available as both online access and scheduled report generation and distribution. 

Track the KPIs that matter most with real-time performance solutions. With LinkLive Reporting, customer service representatives can monitor their individual statistics in real-time to improve productivity while administrators can report on and seamlessly manage their team's ability to deliver the best outcomes.

LinkLive Chat offers AI to empower customer service representatives with up to 75 supported languages within a chat with the ability to translate in a user's preferred language. The original message and related translation are visible for all participants within the conversation. The AI feature also supports real-time translation to native language, dialect, and automatic language detection. All chat history contains the original message and its translation for audit.

Yes. LinkLive Mobile is available all to providers and staff in the iOS app store.

All LinkLive products are compliant with HIPAA and SOC2 requirements and are HI-TRUST r2-certified. For more information, please visit linklive.ai.