Linklive: This Cloud-Based Contact Center Assists Pennsylvanians Via Any Communication Channel & Language

Customer expectations have changed. And today, most businesses have understood that optimal customer engagement is the cornerstone of a successful brand. The mantra is simple, engaged customers who are not only attended to on priority but also offered viable solutions stay loyal to brands and organizations.

LinkLive, a leading cloud-based Contact Center as a Service (CCaaS) provider, has partnered with the United Way of Pennsylvania to deliver a complete, state-of-the-art customer engagement solution to address community needs across the state using the Pennsylvania 211 network (PA 211).

A report by Prudent Market revealed that the cloud-based contact center market size is expected to reach USD 121.94 billion by 2030, and grow at a CAGR of 26.33% over the forecast period 2023-2030.

Founded in 2003, Linklive develops electronic messaging application services, using its unique SAFEc architecture to create an all-in-one cloud-based engagement platform that provides secure, encrypted communications for all mediums: voice, messaging, video conferencing, fast mail, file share, appointment scheduling, and a digital office in one pane of glass.

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Data has revealed that the BIPOC community, immigrants, and refugees are among those more likely to face economic hardship in the state. The complete engagement platform developed by LinkLive is crucial to enabling better equity and accessibility of PA 211 services.

Pennsylvania 211 Network (PA 211) – the New Solution

The PA 211 network is a free, confidential, 24/7/365 service that connects Pennsylvanians with health and human services and is available by phone, text, live chat, or self-service on its public website.

Kristen Rotz, President and PA 211 Executive Director at United Way of Pennsylvania states that PA 211 is constantly enhancing its solutions to help community members in search of support and the new contact center solution enables the call center agents to quickly and confidently assist residents through any communication channel, in any language. LinkLive is focused on improving the efficiency of the agents and transforming the customer experience.

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Highlights of PA 211 Network

The secure, multichannel nature of LinkLive allows PA 211 options to provide support for residents via text, phone, and video.

This new solution will also allow any resident and agent to connect via live chat with real-time translation — enabling the customer and agent to converse in their native languages.

• Offers health and human services.
• Secure and multichannel nature.
• Support for residents via text, phone and video.
• Live chat with real-time translation.
• Accessible to all residents.
• Residents can interact in their native languages.

Future Enhancements

Patrick Reetz, LinkLive’s Chief Product Officer reveals that beyond the translation feature, the brand is also exploring ways to help PA 211 manage its valuable customer service teams with solutions like the AI-enabled Workforce Management (WFM) solution. Powered by advanced AI, the WFM solution allows administrators to easily and seamlessly manage schedules, reporting, and adherence and aligns well with the priorities for PA 211.

Future enhancements for PA 211 will include LinkLive AI, which recognizes keywords and guides an agent to minimize the time spent reviewing the eligibility of programs for residents. LinkLive also taps second-party data regarding location, need, and eligibility to expedite referrals for community resources. This will reduce Agent handling time and allow for a best-in-class customer experience.

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United Way of Pennsylvania is a 501(c)(3) organization with a mission to champion United Way as a leader and partner in building more financially resilient families and thriving communities throughout Pennsylvania. PA 211 is a subsidiary of United Way of Pennsylvania and is a nonprofit organization responsible for assuring that all Pennsylvanians can access help through 211, a vital service leveraged by millions of people across North America.