New partnership infuses conversational context
from voice channel into digital conversations
NEW
YORK, March 13, 2024 /PRNewswire/ -- LivePerson
(Nasdaq: LPSN), the enterprise leader in digital customer
conversations, and Infinity, the award-winning call analytics
platform, today announced a partnership to help brands better
personalize digital experiences through the power of conversational
data and intelligence.
The new partnership drives enhanced personalization and
measurable ROI by making it easy to connect attribution data across
voice calls and digital messaging conversations. This
bi-directional attribution — inclusive of conversations handled
with AI and automation — makes it easier to understand a customer's
end-to-end, omnichannel journey with a brand. By connecting this
data across channels at the individual interaction and aggregate
levels, brands can:
- Strengthen their visibility into online-to-offline
engagements
- Optimize marketing spend with improved first-touch attribution
data
- Better understand factors driving escalation from digital to
voice
- Improve sales and service outcomes through more personalized
experiences
"According to LivePerson's State of Customer Conversations 2024
report, the vast majority of consumers want the option to
seamlessly switch between calls and digital conversations depending
on their preference in the moment," said Dan Sincavage, Senior Vice President of Global
Partnerships at LivePerson. "The combination of LivePerson's
industry-leading digital customer conversation platform and
analytics with Infinity's powerful call intelligence allows brands
to unlock an exciting and high-impact set of data and insights that
make conversations across these channels more powerful than ever,
accelerating their digital transformation."
LivePerson customers have seen benefits including up to 25%
boosts in customer satisfaction and 30% reductions in operating
costs, and Infinity customers have seen benefits including up to
45% increases in phone leads and 64% reductions in cost of
acquisition.
"This is just the beginning for our partnership with
LivePerson," said Warren Newbert,
CEO of Infinity. "We're already making it possible to attribute
calls and ROI to digital conversations, and we're excited to offer
even more valuable insights to marketers, sales teams, CX
professionals, and contact centers as our partnership progresses.
I'm exceptionally excited that Infinity has found the right partner
to bring our services to digital conversations"
Infinity's Vice President of Partnerships, Kris Wagland, added, "Our partnership and
integrated solution with LivePerson enables mutual clients to
greatly improve ROI from marketing spend, while optimizing the
experiences they deliver at scale for their clients across
channels. This is a win-win for brands and their customers — and
it's indicative of the bold vision we share with LivePerson for the
opportunities within the conversational intelligence space."
The integration is available for early access clients, with a
general release and further functionality to roll out later in
2024. To learn more, visit the LivePerson Marketplace.
Media Details
Mike Tague
LivePerson
mtague@liveperson.com
Kris Wagland
VP of Partnerships, Infinity
Kris.Wagland@infinity.co
About LivePerson
LivePerson (NASDAQ: LPSN)
is the enterprise leader in digital customer conversations. The
world's leading brands — including HSBC, Chipotle, and Virgin Media
— use our award-winning Conversational Cloud platform to connect
with millions of consumers. We power nearly a billion
conversational interactions every month, providing a uniquely rich
data set and AI-powered solutions to accelerate contact center
transformation, supercharge agent productivity, and deliver more
personalized customer experiences. Fast Company named us the
#1 Most Innovative AI Company in the world. To talk with us or our
AI, please visit liveperson.com.
About Infinity
Since 2011 Infinity has been helping
marketing, sales, and customer service teams make smarter business
decisions and improve experiences with call analytics. Their call
tracking and speech analytics tools are used by enterprises across
the world to optimise marketing campaigns, improve sales
performance, streamline contact centre operations, and improve
experiences for their customers. Available in over 75 countries and
counting, Infinity is trusted by brands such as TruGreen, DealerOn,
Intuit, Rentokil, and Specsavers. They have also been celebrated by
the ICMI Global Contact Centre Awards, the European Customer
Centricity Awards, and the UK Digital Growth Awards.
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SOURCE LivePerson, Inc.