Liveperson Inc's Business Segments

LivePerson, Inc. makes life easier by transforming how people communicate with brands. LiveEngage, the Company’s enterprise-class, cloud-based platform, enables businesses and consumers to connect through conversational interfaces, such as in-app and mobile messaging, while leveraging bots and Artificial Intelligence (AI) to increase efficiency. As consumers have reoriented their digital lives around the smartphone, messaging apps have become their preferred communication channel to connect with each other. LivePerson allows brands to align with this new consumer preference, and deploy messaging at scale for customer care, marketing and sales, instead of requiring that consumers use email or call a 1-800 number.

LiveEngage was designed to securely deploy messaging, coupled with bots and AI, at scale for brands with tens of millions of customers and many thousands of customer care agents. LiveEngage powers conversations across each of a brand’s primary digital channels, including mobile apps, mobile and desktop web browsers, short message service (SMS), social media and third-party consumer messaging platforms. Brands can also use LiveEngage to message consumers when they dial a 1-800 number instead of having them navigate interactive voice response systems (IVR) and wait on hold.

The robust, cloud-based suite of rich mobile messaging and real-time chat offerings features intelligent routing and capacity mapping, customer sentiment, real-time analytics and reporting, content delivery, Payment Card Industry (PCI) compliance, cobrowsing and a sophisticated proactive targeting engine. The platform seamlessly integrates with third-party bots, enabling brands to manage both AI-based agents and human agents from a single console. More than 18,000 businesses, including Adobe, Citibank, EE, HSBC, IBM, LOreal, Orange, PNC, and The Home Depot employ our technology to keep pace with rising customer service expectations and to align with preferences for digital communication channels.

According to our internal measures, during 2017, we monitored an average of 2.6 billion visitor sessions per month across our customers’ websites. LivePerson combines this session data with conversational transcripts and other historical, behavioral, and operational information to develop insights into consumer intent and each step of the customer journey, which leads to optimized campaign outcomes for sales and service transactions.

LivePerson’s products, coupled with our domain knowledge, industry expertise and professional services, have been proven to maximize the effectiveness of consumer engagement. Our mobile and online business messaging solutions deliver measurable return on investment by enabling our customers to:

increase consumer satisfaction, improve the overall digital experience, and enhance retention and loyalty, while reducing customer service costs;

lower operating costs in the contact center by deflecting costly phone and email interactions to messaging, and incorporating agent and consumer-facing bots to further improve agent efficiency;

increase mobile app retention and engagement by providing a connected messaging experience and turning an app into an engaging support app;

maintain a valued connection with consumers via mobile devices, either through native applications, websites, text messages, or third-party messaging platforms.

accelerate sales cycles, increase conversion rates, increase average order value and reduce abandonment by intelligently engaging website visitors;

leverage spending that drives visitor traffic by increasing visitor conversions;

refine and improve performance by understanding which initiatives deliver the highest rate of return; and

increase lead generation by providing a single platform that engages consumers through advertisements and listings on branded and third-party websites.

As a “cloud computing” or software-as-a-service (SaaS) provider, LivePerson provides solutions on a hosted basis. This model offers significant benefits over premise-based software, including lower up-front costs, faster implementation, lower total cost of ownership, scalability, cost predictability, and simplified upgrades. Organizations that adopt a fully-hosted, multi-tenant architecture that is maintained by LivePerson eliminate the majority of the time, server infrastructure costs, and IT resources required to implement, maintain, and support traditional on-premise software.

Our consumer services offering is an online marketplace that connects independent service providers (Experts) who provide information and knowledge for a fee via mobile and online messaging with individual consumers (Users). Users seek assistance and advice in various categories including personal counseling and coaching, computers and programming, education and tutoring, spirituality and religion, and other topics.

LivePerson was incorporated in the State of Delaware in November 1995 and the LivePerson service was introduced in November 1998. In April 2000, the company completed an initial public offering and is currently traded on the NASDAQ Global Select Market and the Tel Aviv Stock Exchange. LivePerson is headquartered in New York City, with U.S. offices in Alpharetta (Georgia) and Mountain View (CA), and international offices in Amsterdam, Berlin, London, Mannheim, Melbourne, Milan, Paris, Raanana (Israel), Tel Aviv, Reading (UK), and Tokyo.

LivePerson Inc. is a leader in conversational AI and messaging solutions, providing a wide array of services and products designed to enhance customer engagement across various digital platforms. The company’s core offerings primarily fall into several key segments: LiveEngage, Professional Services, and Consumer Offerings.

LiveEngage Platform

1. Overview:
LiveEngage is LivePersons flagship enterprise-class, cloud-based platform that enables businesses to interact with their customers through intelligent messaging and conversational interfaces. The platform is designed to facilitate communication through a range of channels, ensuring that businesses can reach their consumers wherever they are.

2. Features:
- Omni-channel Messaging: LiveEngage supports communications through mobile apps, desktop web browsers, SMS, social media, and third-party messaging applications. This allows brands to maintain continuous engagement across multiple touchpoints.
- AI and Bots Integration: The platform leverages artificial intelligence and bots to streamline customer interactions, enhancing efficiency and scalability for organizations with large customer bases.
- Real-Time Analytics: LiveEngage provides actionable insights by combining on-site behavioral data with historical operational data, enabling brands to quickly adapt their strategies based on real-time consumer interactions.
- Proactive Engagement: The platform includes sophisticated targeting capabilities that identify and engage high-potential website visitors at the optimal moment, mitigating shopping cart abandonment and increasing conversion rates.

3. Benefits:
- Increased Efficiency: By enabling agents to manage multiple conversations simultaneously through messaging, businesses can improve operational efficiency and reduce the total cost of customer care.
- Personalized Consumer Experiences: LiveEngage allows businesses to tailor their conversations based on consumer behavior, leading to enhanced service levels and customer satisfaction.
- Capacity Mapping and Intelligent Routing: These features ensure that queries are directed to the most appropriate agents or bots based on the nature of the inquiry, improving response times and service quality.

Professional Services

1. Consultancy and Optimization:
LivePerson offers a dedicated Professional Services team that assists organizations in maximizing the effectiveness of their deployment of LiveEngage and other solutions. This team is composed of industry experts who provide both strategic guidance and tactical support.

2. Key Offerings:
- Performance Analysis: Comprehensive assessments of existing deployment performance, identifying trends, and metrics that guide businesses towards improvement.
- Training and Development: Tailored sessions for customer care agents, management, and key stakeholders designed to elevate the effectiveness of communication strategies.
- Ongoing Program Management: Assistance in managing messaging programs to ensure continued alignment with business goals and responsive adaptations to evolving consumer needs.

3. Value Proposition:
Through this segment, LivePerson helps clients achieve sustainable growth by driving efficiencies in communications, enhancing customer relationships, and facilitating a seamless blend of human and automated interactions.

Consumer Offering

1. Marketplace for Experts:
LivePersons consumer services offering connects individual consumers seeking advice or knowledge with independent service providers (referred to as Experts). This is structured as an online marketplace, allowing users to find assistance across various categories.

2. Areas of Expertise:
- Personal Counseling: Support in mental health and well-being.
- Education and Tutoring: Assistance with learning in various academic subjects.
- Technical Support: Help with computer issues and programming challenges.
- Spirituality and Religion: Guidance and coaching in spiritual matters.

3. User Engagement:
This platform not only facilitates meaningful interactions but also empowers users to easily access a breadth of expertise at their convenience, enhancing direct communication and reducing physical barriers to accessing services.

Conclusion

LivePerson Inc. stands as a comprehensive provider of conversational AI and messaging solutions, with an emphasis on creating personalized, relevant, and efficient consumer experiences. Through its LiveEngage platform, Professional Services, and Consumer Offerings, the company continually evolves its products to meet the dynamic needs of businesses and consumers alike. This multi-faceted approach ensures that organizations can harness the power of intelligent messaging to drive engagement, optimize customer care, and enhance overall satisfaction.