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

[February 12, 2019]

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

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.

This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20190212005031/en/

Reva Agent Advisor: Tone Analysis in Real-Time (Graphic: Business Wire).

Reva Agent Advisor: Tone Analysis in Real-Time (Graphic: Business Wire).

'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' Linkive 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.


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