LivePerson Inc. Strengths, Domain Expertise, and Key Differentiators
LivePerson offers Cloud applications that enable businesses to connect with consumers through chat, voice, and content delivery across multiple channels and screens including websites, social media, and mobile devices. The online engagements are driven by insights that it gathers from a broad set of consumer and business data including historical, behavioral, operational, and third party data.
LivePerson's applications are facilitating over 30+ million chats monthly from its base of 20,000 customers, forming the basis of further interactions between businesses and their target customers. The involvement with 20,000 customers has also resulted in the monitoring of some 2.7 billion visitor sessions every month. Such activities, leveraging proprietary analytics, and a real-time understanding of consumer needs and business objectives, could lead to a great deal of cross-selling and upselling opportunities for its customers. LivePerson's conversational platform, LiveEngage, enables businesses to message with their consumers on the most popular digital messaging channels from a single place. And with built-in AI-powered bots, businesses can handle these interactions at scale.
LivePerson Inc. Recent Developments
In August 2020 LivePerson released its enterprise-grade Conversational Cloud, where hundreds of the world's largest brands build and run AI-powered automation over popular messaging channels such as SMS, WhatsApp, Apple Business Chat, Facebook Messenger, Google RCS, LINE, WeChat, and native messaging on brand websites and mobile apps.
Conversational AI, which communicates like a human by recognizing speech, text, and intent, is at the heart of the Conversational Cloud and provides the personalized, high-touch experiences that consumers demand — all on the same messaging channels they love using every day with family and friends. Brands that use the Conversational Cloud can automate a high percentage of consumer interactions through LivePerson's Conversation Builder, which empowers technical and non-technical staff to build automated conversation flows with a simple point-and-click interface. With Conversation Builder, a single automated conversation flow can be configured to run on any messaging channel. If the automation needs an assist, human agents are automatically tapped to seamlessly join the conversation.
In July 2019, LivePerson Automotive, a division of LivePerson launched its first WhatsApp implementation for an automotive dealer group, along with web and mobile messaging for the Tricolor Auto Group. Using the LiveEngage platform, Tricolor will provide end-to-end customer conversations using a variety of messaging channels, making it simple for consumers to connect with the dealership group.
In November 2018, LivePerson has become the first conversational commerce platform to integrate with Datto's Autotask PSA, the business management platform, and ticketing software used by thousands of IT solution providers and their customers. The new integration between Datto Autotask PSA and LivePerson provides a solution provider's customers with an easy and accessible way to reach them.
LivePerson Inc. Mergers and Acquisitions (M&A) Activities
In October 2018, LivePerson has acquired Conversable, a leading conversational intelligence platform focused on social and marketing use cases, with a specialty in conversational commerce for the quick service restaurant and hospitality industries. The acquisition brings additional AI, social listening, and outbound messaging campaign management capabilities to LivePerson and its market-leading conversational commerce platform LiveEngage.
A couple of weeks later the company acquired AdvantageTec, a leading provider of texting solutions for service departments of automotive dealerships. The addition of AdvantageTec to Contact At Once!, LivePerson's automotive company, helps enable conversational commerce across the entire dealership, including variable and fixed operations.
LivePerson Inc. Customers in ARTW Customer Database
Leveraging a rigorous data-centric research methodology, APPS RUN THE WORLD asks the simple question: Who’s buying LivePerson Inc. 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 Inc. 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 Inc. Overview
Ownership: - NASDAQ: LPSN
Number of Employees: 1341
Functional Markets: Customer Relationship Management,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K12, Higher Education, Federal Government, State and Local Government, Public Safety, Healthcare, Life Insurance, P&C Insurance, Specialty Insurance, Leisure and Recreation, Hospitality, Life Sciences, Manufacturing, Media, Faith Based Nonprofit, Youth and Elderly Care Nonprofit, Special Cause Nonprofit, Oil and Gas, Professional Services, Retail, Transportation, Utilities,
LivePerson Inc. Key Enterprise and Cloud Applications
LiveEngage, LivePerson Conversational Cloud
LivePerson Inc. Revenues, $M:
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* Enterprise Applications Revenues = License + Support & Maintenance + SaaS
** All revenue figures are estimates based on public records, Cloud and Non-Cloud business models in Apps Run The World's vendor database, and annual survey results including vendor feedback.
LivePerson Inc. Revenue Breakdown By Type, $M:
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LivePerson Inc. Enterprise Applications Revenues By Functional Markets, $M:
LivePerson Inc. Enterprise Applications Revenues By Verticals, $M:
LivePerson Inc. Revenues By Region, $M
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LivePerson Inc. Direct vs Indirect sales
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LivePerson Inc. Customers - Breakdown by Geo, Size, Vertical and Product
No. of LivePerson Inc. Customers: 20000
No. of LivePerson Inc. Enterprise Applications Customers: 20000
No. of LivePerson Inc. Cloud Customers: 20000
No. of LivePerson Inc. Cloud Subscribers: 2 million
More than 20,000 businesses, including Adobe, Bankers Trust, Citibank, HSBC, IBM, Orbitz, PNC, The Home Depot, and Walt Disney employ LivePerson's technology to keep pace with rising customer service expectations and to align with preferences for digital communication channels.
LivePerson signed 101 deals in the fourth quarter of 2017, which includes the addition of 41 new customer contracts. The trailing-twelve-month average revenue per enterprise and mid-market customer set a new record of greater than $220,000 in the fourth quarter, up from approximately $200,000 in the prior year.
LivePerson Inc. Market Opportunities, M&A and Geo Expansions
In October 2019 LivePerson has launched LiveIntent, a solution designed to help brands detect, analyze, and resolve customer intents – defined by the company as “what customers want” – in real-time.
The solution surfaces and measures intent instantly in brand-to-consumer conversations over SMS, Facebook Messenger, WhatsApp, RCS, Apple Business Chat, and other popular messaging channels. Powered by Natural Language Understanding, LiveIntent analyses conversations with the bot and human agents as they happen. LiveIntent is part of the company’s LiveEngage conversational commerce platform.
Brands can use LiveIntent to identify and define a specific set of relevant intents. They can also analyze bot and human-agent conversations by intent in a real-time dashboard, with both topline insights and the ability to drill down into full conversation histories. They can identify which intents to automate with LivePerson’s bot-building platform, Conversation Builder. And detect intents that are being incorrectly routed and enact new routing policies in concert with LivePerson’s MavenAI-powered routing solution.
In July 2019, LivePerson made a new offering that integrates LivePerson's industry-leading platform into SAP Upscale Commerce, allowing small and midsized businesses to deploy advanced conversational commerce with unprecedented speed.
In May 2019, LivePerson Automotive made service repair payment integration with DigniFi which consumers will now be able to secure a DigniFi loan to pay for automotive repairs within the LivePerson Automotive Service Texting Solution.
In April 2019, LivePerson released the world's first collaborative AI technology, empowering all staff in an enterprise to assist technologists with bot building. LivePerson made a general availability (GA) of its new Conversation Builder technology, an all-in-one platform for building enterprise-scale chatbots. Conversation Builder is a dramatically faster way for brands to create conversational AI. With an entire toolkit to test, deploy, and improve chatbots in one closed-loop platform and allowing non-technical users to assist in the development, Conversation Builder slashes the build time from a typical six weeks to as little as one day.
After growing its installed base to more than 20,000 customers from just a few hundred over the past 12 years, LivePerson is continuing its quest to dethrone conventional customer service and support applications, which still account for the bulk of the global customer interaction software market, which covers everything from call-center automation to knowledge management.
LivePerson Inc. Risks and Challenges
The move toward chat from live online calls is likely to shift the nature of customer service and support.
Similarly, LivePerson's recent decision to offer a free version of LIveEngage for a single log-in could commoditize or even cannibalize its other offerings.
Company's' revenue could easily fluctuate due to lack of ability to attract and retain new customers, the introduction of new services by the company or its competitors, changes in pricing models or policies, the ability to continue to add artificial intelligence, machine learning, and automation into their services.
LivePerson Inc. Ecosystem, Partners, Resellers and SI
LivePerson primarily sells direct, but it also sells through partners including Information Services International-Dentsu, Ltd. (ISID), and Dentsu Razorfish, group subsidiaries of Dentsu Inc., Japan's largest advertising agency. The company has also worked Vixia Inc., a subsidiary of one of Japan's largest contact centers, Moshi Moshi Hotline, Inc. Vixia and LivePerson have signed several enterprise customers in Japan to date.
New partnerships are also underway with Dentsu Razorfish, a leading digital agency, and ISID, a leading technology services provider to financial services organizations to promote, distribute, and support the LivePerson platform in Japan.
In March 2018 LivePerson, Inc. made a new partnership with LINE Corporation that allows brands to connect conversationally with consumers through the messaging app, one of the most popular in the world. With LiveEngage now seamlessly integrated into LINE, brands that have a LINE Business account have the opportunity to connect with the over 200 million monthly active users. Designed to run multiple bots at scale, LiveEngage allows brands to deploy, manage, and measure bots in one place, alongside human agents, creating effective and efficient conversational customer experiences.
LivePerson Inc. Cloud Infrastructure Insights
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