Name: LinkScope QE
Author: Primas Group

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Batch Management Software

Software Configuration Management

Development

Business Intelligence (BI)

Collaboration

Data Discovery and Visualization

Digital Rights Management (DRM)

Document Management

Dropshipping

Electronic Signature

Operational Analytics

Enterprise

Accounting

Trust Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Corporate Volunteering

HR Management

Payroll

Recruitment Agency

Relocation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

eLearning Content

Human Resources

3D Printing

AI Governance

Application Lifecycle Management (ALM)

Cloud Storage

Consulting and Advisory Services

Content Delivery Networks (CDN)

Data Fabric

Data Recovery Service

Fraud Detection

Hadoop-Related

Integration Platform as a Service (iPaaS)

Internet Performance Monitoring

Managed File Transfer (MFT)

Network Performance Monitoring

Office Migration and Repair

Robotic Process Automation (RPA)

System Monitoring

Zero Trust Security Solutions

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Blogging

Competitive Intelligence

Content Management

Email Marketing

Local Marketing

Marketing Automation

Social Media Management

Survey & Forms Building

Text to Speech

Web Analytics

Wholesale Marketplace

Marketing

Job Site Management

Project Management

Waste Management

Writing and Proofreading Tools

Professional Services

Customer Relationship Management (CRM)

Sales

Cloud Access Security Brokers

User and Entity Behavior Analytics (UEBA)

Security

Architecture

Camp Management

Chargeback Management

Dental

Digital Forensics

Nonprofit CRM

Plagiarism Checker

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Priority Matrix

Appfluence

eMeetingsOnline

ReportsNow

FastPIPE

FastEST, Inc.

AspenOne Supply Chain Management

Aspen Technology

Crowdtap

Frosmo

Frosmo Ltd

Azurepath

Azurepath, LLC.

Screenful

Screenful Oy

Aras PLM

Aras Corporation

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.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

LinkScope QE

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Primas Group

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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LinkScope QE

Overview

What is LinkScope QE?