Revation Systems to Offer Real-Time Tone Analysis for Contact Center Agents in Newest Release of LinkLive 9.0

SAN FRANCISCO–(BUSINESS WIRE)–Today, Revation Systems, a leader in cloud-based, compliant
communications, announced the latest release of its flagship platform,
LinkLive 9.0. The latest release includes significant enhancements to
improve customer and patient experience, including a new feature called
Reva Agent Advisor.


‘Reva,’ the company’s human-connected bot, utilizes lightweight
artificial intelligence (AI) technology to automate the front end of
incoming sessions in a contact center. The new Reva Agent Advisor
solution offers extended capabilities to provide contact center agents
with real-time analytics on their own vocal tone, mood and sentiment
while interacting with a customer or a patient. With this type of data
providing real-time feedback to agents during customer conversations,
agents can use the data to enhance customer experience. The agent tone
data captured by the Reva Agent Advisor solution is also fed into
Revation’s LinkLive reports to visually display statistics for
individual agent performance as well as team performance.


In an era of rapidly advancing technology and growing customer
expectations for communication, Revation Systems’ LinkLive cloud-based
contact center solution and its Reva bot artificial intelligence feature
make digital transformation consumable for organizations in the
healthcare and banking industries. The Reva Agent Advisor solution
offers prepackaged tone role types specific to the healthcare and
banking verticals, streamlining the approach to digitally transforming
consumer engagement.


Other advancements included in the 9.0 release of LinkLive include Reva
Agent Connect, which uses artificial intelligence to pre-route customers
based on customer relationship manager (CRM) data to route incoming
calls and SMS text messages to agents. Reva Agent Connect dramatically
enhances the customer experience by shortening the communication cycle
for customers and patients, thereby enhancing customer experience. Also
included in the release is the desktop recording and playback
capability, which enables an authorized agent or supervisors to playback
the entire experience (audio and desktop sharing) with a customer or a
patient.


Of the new Reva Agent Advisor solution, Irene Vergules, Healthcare
Provider Consultant, states, “The preconfigured tone analysis based on
agent roles for nurse triage, scheduling and specialty groups provides
medical centers with a vastly simplified use of analytics to enhance the
patient experience. Agents that are visually aware of their vocal tones
with real-time technology at their disposal can fine tune and make
adjustments to the conversation in real-time. This type of data and the
resulting improved agent performance is invaluable to enhancing the
patient experience. In addition to that, the added ability to playback
desktop recording from patient sessions provides tremendous insight to
our contact center management.”


Of the recent release of the LinkLive 9.0 product suite, Revation CEO
and Co-Founder Perry Price said, “As we look to help our customers
improve customer experience through digital transformation, our
solutions eliminate the complexity that often accompanies new
technology. We are excited to offer new technologies that simplify the
process of digitally transforming communication in an adaptable and
consumable way for healthcare and banking organizations.”


Revation is also announcing its company-wide renewal of the Health
Information Trust Alliance (HITRUST) Common Security Framework (CSF)
certification, including the extended controls for Centers for Medicare
and Medicaid Services “CMS” requirements. The latest assessment included
over 600 security controls.


The LinkLive solution suite secures communications in the midst of
today’s digital transformation. With simplified technology acquisition
models that are purpose-built for the healthcare and finance verticals,
Revation Systems helps organizations enhance the customer and patient
experience.


To learn more, please visit www.revation.com/linklive9.0.


Contacts

The Hoffman AgencyMelissa Lewelling, 408-674-2526mlewelling@hoffman.com