LivePerson and Infinity partner to help brands better personalize digital experiences through the power of conversational intelligence
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Insights
The strategic partnership between LivePerson and Infinity has the potential to significantly enhance customer engagement by providing a more integrated and personalized experience across voice and digital channels. From a market research perspective, the integration of conversational data and intelligence into digital customer conversations is a response to the increasing demand for seamless omnichannel experiences.
Companies that leverage such technology can gain a competitive edge by optimizing their marketing spend and improving first-touch attribution data. This is critical in an environment where customer acquisition costs are constantly scrutinized. The reported benefits of up to 25% increases in customer satisfaction and 30% reductions in operating costs for LivePerson, along with up to 45% increases in phone leads and 64% reductions in cost of acquisition for Infinity customers, are indicative of the substantial impact this partnership could have on the market.
However, it is essential to monitor the long-term effectiveness of these integrations, as the initial boost in performance metrics must translate into sustained growth and customer loyalty to justify the investment.
The announcement by LivePerson and Infinity is poised to create value for stakeholders by driving efficiencies and enhancing the customer journey. The financial implications of the partnership could be significant, particularly if the integration leads to operational cost savings and increased revenue from improved customer experiences and lead generation.
Investors should note the potential for this partnership to contribute to LivePerson's revenue growth, especially as the integration becomes more widely adopted post the general release later in 2024. The ability to measure ROI across different communication channels could also lead to more informed decision-making and resource allocation, ultimately impacting the bottom line.
While these developments are promising, it is prudent to consider the integration's scalability and the capacity of both companies to support a growing user base without compromising service quality. Continuous innovation and adaptation will be crucial in maintaining the competitive advantage that this partnership aims to establish.
The partnership between LivePerson and Infinity is set to redefine customer experiences by enabling brands to personalize interactions based on a comprehensive view of the customer's journey. The ability to seamlessly integrate voice and digital data is a significant advancement in creating a unified customer profile, which is essential for delivering personalized service.
For CX professionals, the implications are profound. The bi-directional attribution of conversations can lead to more precise customer insights, informing strategies to reduce escalation from digital to voice channels, which is often a pain point for both customers and brands. Additionally, enhanced personalization can lead to improved sales and service outcomes, directly impacting customer loyalty and lifetime value.
While these benefits are clear, the challenge lies in ensuring that the integration of data across channels does not compromise customer privacy. Adhering to data protection regulations and maintaining transparency with customers about how their data is used will be critical to the success of this initiative.
New partnership infuses conversational context from voice channel into digital conversations
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
"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
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SOURCE LivePerson, Inc.
FAQ
How does the partnership between LivePerson and Infinity benefit brands?
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