What needs improvement with Revation LinkLive?

The onboarding process could be enhanced by providing comprehensive training to all users, not just administrators. This would ensure that everyone is well-equipped to utilize the features effectively.

I would like LinkLive to rework the notification system. There's an audible sound, and an alert pops up on the screen. However, in Microsoft Teams, an unviewed chat message appears red on my taskbar. That doesn't happen in LinkLive. My only enhancement request is to improve the notifications. It would ensure we don't miss chats. This week, a person tried to chat during a busy time, but we missed the chat because we were short-staffed. It isn't entirely LinkLive's fault. They waited for 10 minutes with no answer. We might not have missed that if we had a clearer notification system.

In the browser-based experience, I would love to see a hold button. Presently, you have to drag the hold music into a call and then drag it out. A hold button would really be easier, particularly if you have to put someone on hold multiple times. I know that they're working on the workforce management tool that allows for scheduling and other things. That is going to help immensely.

The notifications for incoming chats could be a little more obvious. Our organization doesn't have a call center, so we don't have someone sitting at the computer waiting for a chat to come in. They're busy with other work. The system has nothing at the bottom that blinks to let us know someone's there. You have to figure it out. A lot of chats have been missed because of that.

On the back-office side, it houses email addresses for when you look at the agent hunt groups. I can't use my work email address in my own online banking account because it messes up whether I'm an employee or a customer. But as far as what the customer sees, it's great.

I think they're working on it, but with telehealth being so prevalent in healthcare now—and they already do a lot of things that are on the edge of the telehealth experience—there's an opportunity to develop the platform to be more comprehensive. The overall development of the platform into something more comprehensive could be helpful. One of the stronger suits of the platform, and an advantage for us, has been the reporting. But there's always the idea that the more data you have, and the more reports that have, the more you want. There is an opportunity to further develop the reporting. That opportunity is not because the reporting is lacking today, rather, it's there because there's always an opportunity to look at reports in different ways. With that said, if it's meant to be just a telephony system and the steady rock that it is, I don't know that anything needs to be improved. In terms of additional features, I would like to see more video conferencing, some degree of mobile apps, and artificial intelligence. That's the wave of the future with healthcare. Our providers are all on-the-go, so anything that allows them to remain mobile and not have to go to a desk to take a phone call, would be a good addition. Any additional ways to share documents and information, communicate with one another in different ways, would be helpful. A lot of providers require texting today, so developing that piece of the platform would probably be good. Overall, a good mobile application that folks could download from the app store and access our transfer center through would be great.

LinkLive provides flexibility to work across multiple channels and business units, and this flexibility is extremely important. However, up until recently, it was not convenient because the camera resided on the laptop but we had VPN on our desktop, which did not have a camera. So, we had to switch between VPN and laptop in order to utilize the chat video. It doesn't reduce complexities because it is another channel. It is a very effective tool to offer to our customers, but it adds complexity. You need to manage that channel and hold to expectations. The initial enrollment of employees can be a little bit challenging. It tends to require the need to reach out to Link-Live support to iron out a bug or two. I would like a live dashboard. I get reports delivered at month's end, so I really don't see live activity at the moment. I don't get daily reports of chat interactions and chat loss. While this could be available in the new release, i.e., the web-based version, I don't have experience in that.

Our agents have made some requests for some automated responses and some ways that they could improve the way those get pushed out. Right now, the way that canned responses are set up, they could be set up with as many responses as you want. However, the one thing that they liked from our previous providers is that you could categorize responses. So, if you have a certain area where you might have four or five responses related to one topic, then you could easily just click on the topic and see your responses. That is one area which is not a huge deal, but it gives back those five seconds that you are looking for a response to get more lengthy responses out to a customer. It would be nicer to have that a little bit more available.