LivePerson, offering solutions spanning Conversational Cloud, Generative AI, Voice AI, and more, has entered into a partnership with Infinity, a call intelligence provider with offices in the U.S. and the U.K. The collaboration aims to assist brands in designing a more personalized experience for customers by leveraging conversational data and analytics.
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The partnership intends to bring together attribution data collected from voice calls and digital messaging interactions. While the goal is to track customers’ omnichannel journeys during engagement with brands more efficiently, the collab intends to improve insights into online-to-offline engagements, leverage data to optimize a brand’s marketing dollars, recognize what escalates a call from digital to voice, and enhance personalization, which will generate better sales and service results.
“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,” says Dan Sincavage, Senior Vice President of Global Partnerships at LivePerson.
“This is just the beginning for our partnership with LivePerson. 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,” adds Warren Newbert, CEO of Infinity.
According to LivePerson, clients have experienced up to 25% increases in customer satisfaction while reducing operating costs. Infinity also reports positive customer outcomes, noting that its clients have observed a significant increase in phone leads as cost of acquisition fell.
Access the State of Customer Conversations 2024 – Bridging the AI Gap here:
https://www.liveperson.com/customer-conversations-report/
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