LivePerson Named Top-Tier Software Vendor by APPS RUN THE WORLD in the APPS and CLOUD TOP 500 Market Report

LivePerson Strengths, Domain Expertise, and Key Differentiators

LivePerson provides Cloud applications that empower businesses to engage with consumers through chat, voice, and content delivery on various channels and devices such as websites, social media, and mobile devices. These online interactions are fueled by insights derived from a comprehensive range of consumer and business data, including historical, behavioral, operational, and third-party data.

LivePerson's applications facilitate more than 30 million monthly chats among its 18,000 customers, laying the groundwork for ongoing interactions between businesses and their target audience. The engagement with these 18,000 customers also involves monitoring approximately 2.7 billion visitor sessions each month.

Through the utilization of proprietary analytics and real-time insights into consumer needs and business objectives, these activities have the potential to generate numerous cross-selling and upselling opportunities for LivePerson's customers. The conversational platform, LiveEngage, empowers businesses to communicate with their consumers across popular digital messaging channels from a centralized platform. Additionally, the incorporation of AI-powered bots enables businesses to manage these interactions at scale.

LivePerson Recent Developments

In November 2023, LivePerson introduced the Conversational Intelligence suite of capabilities and its enterprise-managed services solution, LP 360. These novel offerings enable businesses to empower their personnel, transition customer conversations to digital platforms, and leverage AI and automation to enhance overall business outcomes.

In April 2023, LivePerson unveiled the enhanced version of its Conversational Cloud platform, incorporating reliable Generative AI and Large Language Model (LLM) capabilities. These additions are rooted in LivePerson's distinctive proficiency and data set, which fuel AI-driven conversations spanning every major industry for some of the world's largest brands. The upgraded Conversational Cloud synergizes the strength of LLMs with LivePerson's secure and ethical AI practices to enhance human productivity across both voice and messaging channels. This integration aims to achieve improved results for businesses, their employees, and their customers.

In February 2022, LivePerson introduced enhancements to its renowned Conversational Cloud platform, a key player in the industry. These upgrades aim to assist enterprise brands in optimizing business outcomes through the simultaneous utilization of Generative AI and Conversational AI. LivePerson's announcement underscores the introduction of features designed to empower enterprises, ensuring the secure and productive incorporation of Generative AI within its established Conversational AI platform. Notable additions include LivePerson's Knowledge AI, Conversation Assist, and Agent Productivity tools, collectively enhancing the capabilities and reliability of the platform for enterprise users.

In July 2022, LivePerson unveiled Contact Center Conversation Mining, an innovative solution designed to track, measure, and optimize customer experiences. This offering is powered by the Celonis Execution Management System. Contact Center Conversation Mining introduces a novel approach to customer journey mapping, empowering brands to convert conversational analytics into intelligent and actionable insights.

In August 2021, LivePerson unveiled Conversational Marketplaces, offering a smooth integration for B2B and B2C marketplace operators to seamlessly incorporate messaging and conversational AI. This integration aims to enhance outcomes for both merchants and shoppers. Conversational Marketplaces offer a comprehensive solution, enabling marketplace operators to facilitate merchants of all sizes in connecting with shoppers through AI-powered conversations on their preferred channels. Fueled by LivePerson's cutting-edge Conversational Cloud, Conversational Marketplaces establish AI-powered messaging as a fundamental component of consumer journeys for digital storefronts across diverse sectors, including retail, travel, banking, and decentralized finance.

LivePerson Mergers and Acquisitions (M&A) Activities

In October 2021, LivePerson announced two significant strategic acquisitions: VoiceBase, a frontrunner in real-time speech recognition and conversational analytics, and Tenfold, a customer engagement platform specializing in integrating communication systems with CRM and support services. These acquisitions unite three robust technologies, forming a cohesive AI-enabled system for customer experience. This synergy encompasses VoiceBase's superior speech recognition and analytics capabilities, Tenfold's advanced voice, messaging, and CRM integrations, and LivePerson's Conversational AI and asynchronous messaging.

In July 2021, LivePerson completed the acquisition of the German conversational AI company, e-bot7. This strategic move enhances LivePerson's self-service capabilities, enabling brands of all sizes to swiftly implement AI-powered messaging experiences. The acquisition also contributes to LivePerson's ongoing expansion in the European market. The integration of e-bot7's user-friendly technology with LivePerson's renowned Natural Language Understanding (NLU), global infrastructure, and extensive customer base is poised to expedite the deployment and training of AI-powered conversations for brands.

LivePerson Customers in ARTW Customer Database

Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying LivePerson applications and why? And we provide the answers – supported by decades of research – to our clients around the world. Our Customer database has over 100 data fields that detail company usage of LivePerson and other enterprise apps by function, customer size, industry, location, implementation status, partner involvement, Line of Business Key Stakeholders and IT decision makers contact details. List of Verified LiveEngage, LivePerson Conversational Cloud customers.

LivePerson Key Enterprise and Cloud Applications

LiveEngage, LivePerson Conversational Cloud

LivePerson Revenues, $M:

LivePerson Revenue Breakdown By Type, $M:

LivePerson Enterprise Applications Revenues By Functional Markets, $M:

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LivePerson Revenues By Region, $M

LivePerson Direct vs Indirect sales

LivePerson Customers - Breakdown by Geo, Size, Vertical and Product

List of Verified LivePerson Customers

No. of LivePerson Customers: 18000

No. of LivePerson Enterprise Applications Customers: 18000

No. of LivePerson Cloud Customers: 18000

No. of LivePerson Cloud Subscribers: 2 Million

LivePerson's business solutions have been adopted by over 18,000 customers, spanning a diverse spectrum that includes Fortune 500 companies, dedicated Internet enterprises, a wide array of online retailers, numerous small and medium-sized businesses (SMBs), automotive dealers, universities, libraries, government agencies, and not-for-profit organizations. The benefits of LivePerson solutions extend to organizations of all sizes involved in business transactions or communication with consumers through mobile and online messaging and chat.

In the pursuit of strategic growth, LivePerson remains committed to focusing on key target markets, including consumer/retail, telecommunications, financial services, travel/hospitality, technology, healthcare, and automotive. This emphasis extends across the United States and Canada, Latin America, Europe, and the Asia-Pacific region.

LivePerson Market Opportunities, M&A and Geo Expansions

LivePerson has revealed that its Board of Directors has designated John Sabino as the CEO, with his appointment taking effect on January 10, 2024. John Sabino, who previously held roles as the Chief Customer Officer at VMware and Splunk, brings a wealth of experience to his new position.

In December 2022, LivePerson unveiled improvements to its Conversational AI, aimed at enabling brands to engage in more effective conversations with their customers on a large scale. The enhancements introduce four new AI-powered capabilities: AI Search, On-Demand Recommendations, "Small Talk" Natural Language Understanding (NLU), and Repeat Intent Rate measurement.

In August 2022, LivePerson introduced CRM Connector, a newly launched tool that expands its CRM integration capabilities to include Webex Calling. This tool facilitates the modernization of contact centers and communication systems by establishing connections between Webex Calling and prominent CRM platforms like Salesforce, Microsoft Dynamics, and ServiceNow. CRM Connector is now accessible through the Webex App Hub.

LivePerson Risks and Challenges

The shift from live online calls to chat is poised to impact the landscape of customer service and support significantly.

Likewise, LivePerson's recent initiative to provide a free version of LiveEngage for a single login has the potential to commoditize or even cannibalize its other offerings.

A company's revenue might experience fluctuations due to challenges in attracting and retaining new customers, the introduction of new services by the company or competitors, alterations in pricing models or policies, and the capacity to consistently incorporate artificial intelligence, machine learning, and automation into their services.

LivePerson Ecosystem, Partners, Resellers and SI

In September 2022, Afiniti, known for its AI that matches customers with contact center agents, collaborated with LivePerson to introduce the seamless integration of Afiniti's AI pairing technology into LivePerson's Conversational Cloud. This strategic partnership aims to enhance customer interactions with brands on their chosen digital channels by connecting them with contact center agents based on the best fit.

In April 2021, LivePerson and Tech Mahindra unveiled a strategic partnership to enable brands to provide comprehensive marketing, sales, and customer service solutions through AI-powered messaging. Leveraging LivePerson's AI technology alongside Tech Mahindra's services, brands gain the capability to seamlessly connect with customers through popular messaging channels such as SMS, Facebook Messenger, Apple Business Chat, WeChat, Line, WhatsApp, and others. This collaboration allows for the integration of AI and automation, facilitating the delivery of personalized journeys on a large scale.

In March 2021, LivePerson and Medallia joined forces to integrate conversations and surveys seamlessly, enabling brands to measure and address customer and employee signals in real-time. Effectively managing feedback from customers and employees is vital for maintaining trust and satisfaction, and the collaboration between LivePerson and Medallia streamlines this crucial process. With this partnership, brands can automatically activate Medallia feedback mechanisms within LivePerson conversations and vice versa. This integration takes place within the messaging channels that consumers commonly use with friends and family, including SMS, Facebook Messenger, WhatsApp, Apple Business Chat, and more.

LivePerson Cloud Infrastructure Insights

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• LivePerson Public Cloud and Infrastructure (IaaS)
• LivePerson Platform (PaaS)
• LivePerson Application Delivery
• LivePerson Private Cloud and Data Centers

Research Methodology

Data used in research reports are derived from publicly available documents, continuous surveys of applications vendors, customers, resellers, Independent Software Vendors, systems integrators and other verifiable sources.

Vendor shares and market forecast results are based on a combination of existing databases as well as demand side and supply side research conducted throughout the year with validation from vendors, customers, channel partners and documentations such as earnings releases and 10Q and 10K filings, vertical industry studies, regional and country-level statistics from public and private institutions(i.e. colleges, universities, government agencies and trade associations).

For additional information on our methodologies, here's the link: