LinkScope QE

LinkScope QE is a quality engineering solution designed for software testing and quality assurance. According to the vendor, it caters to businesses of various sizes, from small enterprises to large corporations. This versatile product is utilized by professionals in industries such as software testing, quality assurance, software development, IT, technology, business analysis, and project management.

Key Features

Agent Screen Pop: According to the vendor, this feature automatically "pops" customer information onto the agent's screen, providing agents with more context about the customer across different communication channels. The vendor claims that this improves efficiency and first-call resolution rates.

Chatbot: The vendor states that this feature facilitates online chat communication with customers and can be integrated with popular communication platforms such as Facebook Messenger, Webchat, Skype, MS Teams, and Slack. The vendor claims that it provides anytime communication and quick access to information for customers.

FreedomQ: According to the vendor, this feature integrates advanced callback software or virtual queuing software, maintaining customers' position in the queue and scheduling automatic or manual callbacks based on urgency. The vendor suggests that this reduces hold times, improves customer satisfaction, and boosts agent productivity.

WebFQ: The vendor claims that this feature integrates the website with the contact center, enabling Primas callbacks to website visitors waiting in queue. According to the vendor, it provides a convenient click-to-call solution for customers.

ReconX: According to the vendor, this feature automatically reconnects disconnected calls to the same agent, allowing agents to initiate the reconnection or enabling callers to easily reconnect by redialing. The vendor asserts that this enhances customer experience and reduces frustration caused by dropped calls.

Evolution FCR: The vendor claims that this feature provides specialized treatment for repeat callers or omni-channel interactions, capturing analytics to determine root causes of repeated contacts. According to the vendor, it improves first contact resolution rates and customer satisfaction.

E-Pop/Welcome Back: According to the vendor, this feature automatically pops a historical view of previous interactions on the agent's desktop, greets repeat callers with personalized messages, and routes them to the same agent or department. The vendor suggests that this improves agent performance, customer experience, and call resolution rates.

Additional Primas CX Apps: The vendor offers various additional apps, including Social Media Messaging for communication via platforms like Facebook Messenger and WhatsApp, Social Media Monitoring for sentiment analysis and alerts of negative customer posts, Appointment Reminder Callback for automated reminders via phone, email, text, or social media, and Kari's Law/Ray Baum's Act Support for recording 911 calls for compliance with current laws.

Remote Agent: According to the vendor, this feature enables agents to work from home with full access to agent workstation features, utilizing WebRTC for agent softphone and supporting the WFH model. The vendor claims that it provides a quick and easy setup for remote agents.

TTY - SMS: The vendor states that this feature supports text message interactions for hearing-impaired callers, allowing them to interact via text messages while waiting in the call queue.