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.

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.