LivePerson Inc (LPSN)

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Full DescriptionLivePerson, Inc.

Reuters
view overview for: Full DescriptionLivePerson, Inc. (Liveperson), incorporated in November 1995, is a provider of online engagement solutions that facilitate real-time assistance and expert advice. LivePerson’s hosted platform supports and manages real-time online interactions, such as chat, voice/click-to-call, email and self-service/knowledgebase, from a single agent desktop. In addition to product offerings, LivePerson provides professional services and value-added business consulting to support the deployment of its enterprise solutions. During the year ended December 31, 2009, LivePerson hosted more than 72 million chat interactions across its customer base, while handling more than 650,000 paid transactions between experts and consumers on LivePerson.com. More than 7,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, employ its technology. As a software-as-a-service (SaaS) provider, LivePerson provides solutions on a hosted basis.


LivePerson Enterprise for Sales


LivePerson Enterprise for Sales combines online site traffic monitoring software with a rules engine to enable LivePerson clients to proactively engage Website visitors. This third-generation engagement solution enables clients to maximize online revenue opportunities, improve conversion rates and reduce shopping cart abandonment by proactively engaging the right visitor, using the right channel, at the right time. The solution identifies Website visitors who demonstrate the highest propensity to convert, and engages them in real time with relevant content and offers, helping to achieve desired outcomes.


LivePerson Enterprise for Service


LivePerson Enterprise for Service identifies customers who are struggling with their self-help experience, and proactively connect them to a live customer care specialist. This multi-channel solution blends a value-based methodology with an active rules-based engagement engine and domain expertise to increase first contact resolution, improve customer satisfaction and reduce attrition rates.


LivePerson Enterprise Voice


LivePerson Enterprise Voice bridges the gap between Web-based contact channels and the call center. By integrating all interactions, this solution supplies a unified customer history, enabling organizations to deliver service consistency and continuity to customers.


LivePerson Pro


LivePerson Pro enables small and midsize businesses (SMBs) to increase online sales and improve customer service through a combination of live chat and real-time visitor monitoring tools. Using LivePerson Pro, chat agents are able to segment visitors based on a variety of attributes, and target the best candidates for a chat in real time. LivePerson Pro helps its customers identify and facility cross-sell and upsell opportunities, as well as mitigate fraud.


LivePerson Contact Center


LivePerson Contact Center enables SMBs to improve agent productivity, lower service costs and increase customer satisfaction. The solution manages all communications, including live chat, voice, email, and a self-service knowledgebase. Its SMB products also offer integration with Google Analytics, a feature that helps customers accurately measure the impact of the chat channel on their sales and conversion rates.


Professional Services


The Company’s Professional Services team uses a customer-focused methodology to develop solutions. Members of the Professional Services team work with client teams to analyze online Web design and processes, develop and execute an optimal deployment strategy, and testing, train contact center agents and management, as well as implement ongoing performance optimization programs designed to deliver desired business results.


Expert Marketplace


The Company’s consumer services offering is an online marketplace that connects independent experts and individual service providers who sell their information and knowledge through real-time chat with consumers. Users seek assistance and advice in various categories, including personal counseling and coaching, computers and programming, health and medicine, education and tutoring, shopping, professional development, spirituality and religion, business and finance, arts and creative services, legal services, home and leisure, and other topics.


The Company competes with Art Technology Group, Instant Service, RightNow Technologies, TouchCommerce, Omniture, Oracle, SAP, Microsoft, Yahoo and Google.