LinkLive.ai
Procurement partnerAbout
LinkLive is an AI-native communications platform that provides cloud-based contact center as a service (CCaaS), digital customer service, and enterprise communications to regulated industries including finance, healthcare, social assistance, retail, and government. Founded in 2003 (originally as Revation Systems), the company serves more than 1,100 organizations including banks, credit unions, healthcare systems, and BPOs, securing over 1 billion customer engagements. The platform is HITRUST r2 ...
Details
VenSearch Intelligence
Ideal Customer
- LinkLive's sweet spot is mid-market to enterprise organizations in regulated industries, particularly community banks, credit unions, regional health systems, and social assistance agencies.
- One source specifically notes they serve organizations typically with 50+ contact center agents, though their CSI partnership extends them into community bank deployments designed for small teams.
Key Differentiators
- LinkLive's primary differentiator is its position as the only embedded CCaaS platform with HITRUST r2 certification, which they claim no other embedded contact center solution has achieved, and their 20+ year track record with zero security breaches.
- Unlike competitors such as Genesys or Five9 that require third-party add-ons for secure messaging and encrypted file transfer, LinkLive owns 100% of its own technology stack — including their proprietary SAFEc (Secure Architecture for Encrypted Communications) — with no plugins or third-party middleware.
Industries Served
- LinkLive focuses almost exclusively on regulated industries, with its deepest penetration in financial services (banks, credit unions, insurance carriers, wealth management firms) and healthcare (hospital systems, virtual clinics, patient engagement).
- They also serve government agencies at the state and local level, social assistance organizations such as 211 and 988 call centers, and retail.
Service Coverage
- LinkLive operates primarily in the United States, serving regulated industries nationwide with a cloud-based platform.
- Their infrastructure runs on AWS data centers in Ohio and Oregon, and their privacy policy confirms that data resides on U.S.-based servers.
Partnerships
- LinkLive's most significant embedded partnership is with Fiserv, where they are the preferred and embedded CCaaS/DCS partner for Fiserv's digital banking platform (Fiserv Experience Digital/XD), supporting over 450–500 Fiserv clients.
- They are also an embedded partner with CSI (Computer Services Inc.) for digital banking customers and integrate with FIS, Candescent, and Q2 digital banking platforms.
Company Size & Ownership
- LinkLive was founded in 2003 as Revation Systems by two telecom industry veterans and rebranded to LinkLive in October 2022 following its 2022 acquisition by Invictus Growth Partners.
- The company currently has approximately 75–100 employees across its offices, with multiple data sources estimating the range at 51–200.
Compliance & Certifications
- LinkLive holds HITRUST r2 certification — the most rigorous tier of HITRUST — which they have earned twice and claim is the gold standard for contact center data security, integrating over 50 regulations and frameworks.
- The platform is also compliant with HIPAA, SOC 2, GLBA, Sarbanes-Oxley, SEC recordkeeping requirements, and ISO 27001.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
11 offeringsAgent CoPilot
An AI-powered agent assistance tool that surfaces real-time conversation summaries, sentiment and tone analysis, end-to-end cross-channel conversation history, and automatically suggested responses grounded in the organization's knowledge base. It reduces post-call work by up to 40% and is embedded within the HITRUST r2-certified LinkLive platform, ensuring compliance in regulated industries such as finance and healthcare. The tool is designed to improve agent onboarding speed, reduce average handle time, and help agents deliver more empathetic, informed customer interactions.
Chat, SMS, & Secure Mail
A unified messaging solution that brings live chat, SMS, and encrypted secure mail into a single compliant interface for customer-facing teams. It features AI-powered real-time translation in 75+ languages, HITRUST-certified end-to-end encryption, and support for escalation to voice or video. According to the site, unifying these channels has reduced call volume by 27%, improved response times by 35%, and boosted first contact resolution by 41%.
Chatbot IVA
An AI-powered intelligent virtual agent for chat that handles customer inquiries 24/7, supports real-time translation in 75+ languages, connects directly to backend systems to retrieve and update information in real time, and transfers conversations to live agents with full context and conversation history. It is built on LinkLive's HITRUST r2-certified CCaaS platform rather than as a standalone add-on, and supports secure multimedia interactions including voice, video, file sharing, and co-browsing. The site states it can reduce handle time by up to 60% and increase resolution rates by up to 80%.
Contact Center as a Service (CCaaS)
An AI-native, single-platform cloud contact center solution that provides omnichannel routing across voice, SMS, chat, email, and digital channels, intelligent virtual agents, agentic AI workflow orchestration, skill-based routing, outbound campaign management with TCPA-compliant dialing, and automated reporting and analytics. The platform includes agent co-pilot features, a built-in knowledge base, live agent handoff with full conversation context, and real-time performance dashboards for supervisors. It is designed for regulated industries and adheres to HITRUST r2, HIPAA, SOC 2, GLBA, and other compliance standards.
Digital-First Communications (DCS)
A digital customer service platform that integrates messaging services including social channels, chat, SMS, and secure mail into a unified interface for agents and supervisors, with intelligent virtual assistants powered by natural language processing for self-service automation. It includes collaboration tools such as co-browse, desktop sharing, and secure file transfer, plus enterprise message routing that integrates secure messaging with common enterprise email gateways. AI features include real-time translation in 70+ languages, personalized interactions based on customer history, and automated responses to routine inquiries.
Enterprise Communications
An enterprise-class communications suite providing secure and compliant voice, video, chat, SMS, and secure mail capabilities for internal staff including office, remote, and hybrid workers. Features include compliant virtual numbers for inbound and outbound calling, one-click escalation from chat to voice to video, co-browse and desktop sharing for collaboration, secure file transfer, and location and safety management tools for mobile fieldworkers including GPS-based mileage reporting and one-tap emergency services. It is designed to support enterprise users on any device from any location.
Integrations
A suite of 2nd party and channel partner integration capabilities that connect LinkLive with external CRM systems, banking core platforms, medical EHR systems such as Epic, and digital banking platforms including CSI, FIS, Fiserv, Candescent, and Q2. These integrations allow customer data, conversation history, and workflow context to flow directly into the agent's LinkLive interface, enabling faster resolution and personalized service. Channel partner integrations allow embedding of LinkLive voice and messaging features within existing partner communication solutions.
Knowledge Base
An embedded AI-powered knowledge management tool that provides live agents, virtual agents, and customers with instant access to accurate, organization-specific information during interactions. It integrates with CRM systems, customer databases, and industry platforms such as Epic EHR, and evolves in real time as agents resolve customer issues to ensure content stays current. The Knowledge Base is built on LinkLive's HITRUST-certified platform and keeps organizational data private, never using it to train or share with external AI systems.
LinkLive Core Services
A modern, secure cloud communications platform that serves as the foundation for all LinkLive capabilities, supporting SIP trunking, PSTN, and internet voice along with messaging services. It uses a private multi-tenant cloud architecture with redundant systems and failover mechanisms, accessible via native desktop apps for Windows and MacOS, native mobile apps for Android and iOS, and browser-based access. The platform includes AI-enabled features, pre-built workflows, and 24/7/365 Tier 1 support with white glove implementation.
Voice IVA
An AI-powered voice intelligent virtual agent that automates inbound phone interactions, resolving routine customer calls and routing them with full conversation context to live agents when needed. It supports over 70 languages and is powered by the organization's own knowledge base for accurate, compliant responses. The Voice IVA is part of LinkLive's AI-native CCaaS platform and is designed for secure, personalized phone-based customer service in regulated industries.
Voice, Video, & Messaging
A secure communications capability within the LinkLive platform that provides voice calls, video conferencing, and messaging through a unified interface for both customer-facing and internal use cases. It supports SIP trunking, PSTN, and internet voice, virtual numbers including 800 numbers and international dialing, and one-click escalation between modalities. All communications are encrypted and compliant with HITRUST r2, HIPAA, and other regulatory standards applicable to regulated industries.
Considering LinkLive.ai?
Our team will work with you to determine if LinkLive.ai is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.