LivePerson 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 Recent Developments
In August 2021, LivePerson launched Conversational Marketplaces, a seamless way for B2B and B2C marketplace operators to fully integrate messaging and conversational AI, delivering better results for both merchants and shoppers. Conversational Marketplaces provide a complete solution for marketplace operators to enable merchants of all sizes to connect with shoppers through AI-powered conversations on these preferred channels. Powered by LivePerson's industry-leading Conversational Cloud, Conversational Marketplaces make AI-powered messaging a fundamental part of consumer journeys for digital storefronts across verticals — from retail and travel to banking and decentralized finance.
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 Mergers and Acquisitions (M&A) Activities
In October 2021, LivePerson announced two major strategic acquisitions: VoiceBase, a leader in real-time speech recognition and conversational analytics; and Tenfold, the world's most advanced customer engagement platform for integrating communication systems with leading CRM and support services. Through these acquisitions, three powerful technologies combine to create a unified, AI-enabled system for customer experience: VoiceBase's superior speech recognition and analytics capabilities, Tenfold's advanced voice, messaging, and CRM integrations, and LivePerson's industry-leading Conversational AI and asynchronous messaging. Brands can now enable natural, conversational consumer experiences that carry context and continuity across all channels, powered through a single automated voice and messaging desktop experience. Acquiring VoiceBase and Tenfold accelerates LivePerson's vision to help brands gain complete ownership and visibility over engagements in the channels customers care about, inclusive of voice and messaging. These companies bring voice intelligence and AI technologies to support LivePerson's upcoming voice capabilities within its world-class conversational AI messaging platform.
In July 2021, LivePerson acquired German conversational AI company e-bot7. The strategic acquisition propels LivePerson's self-service capabilities — empowering brands of all sizes to quickly launch AI-powered messaging experiences — as well as its continued growth across Europe. Combining e-bot7's simple, easy-to-use tech with LivePerson's world-class NLU, global organization, and vast customer base will accelerate the speed at which brands can deploy and train AI-powered conversations. e-bot7 customers have achieved incredible results with the company's self-service AI tools, including automating 60% of conversations in just 6 weeks.
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 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 Overview
Ownership: - NASDAQ: LPSN
Number of Employees: 1540
Functional Markets: CRM, eCommerce, PaaS,
Key Verticals: Aerospace and Defense, Automotive, Banking and Financial Services, Communication, Construction, Real Estate, Consumer Packaged Goods, Distribution, K462, 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, Special Cause Nonprofit, Oil and Gas, Chemicals, Professional Services, Retail, Transportation, Utilities,
LivePerson Key Enterprise and Cloud Applications
LiveEngage, LivePerson Conversational Cloud
LivePerson Revenues, $M:
| Type/Year | 2020 | 2021 | YoY Growth, % |
|---|---|---|---|
| Total Revenues, $M | Subscribe | Subscribe | Subscribe |
| Enterprise Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
| Cloud Applications Revenues, $M | Subscribe | Subscribe | Subscribe |
* 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 Revenue Breakdown By Type, $M:
| Type | License | Prof. Services | Hardware | Support & Maintenance | SaaS | PaaS | IaaS | Other (Non Enterprise Application Revenues) | Total |
|---|---|---|---|---|---|---|---|---|---|
| % of Total Revenues | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | 100% |
| Revenues, $M | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe | Subscribe |
LivePerson Enterprise Applications Revenues By Functional Markets, $M:
LivePerson Enterprise Applications Revenues By Verticals, $M:
LivePerson Revenues By Region, $M
| Region | % of Total Revenues | 2021 Total Revenues, $M | 2021 Enterprise Applications Revenues, $M | 2021 Cloud Applications Revenues, $M |
|---|---|---|---|---|
| Americas | Subscribe | Subscribe | Subscribe | Subscribe |
| EMEA | Subscribe | Subscribe | Subscribe | Subscribe |
| APAC | Subscribe | Subscribe | Subscribe | Subscribe |
| Total | Subscribe | Subscribe | Subscribe | Subscribe |
LivePerson Direct vs Indirect sales
| Region | Direct Sales | Indirect Sales | Total |
|---|---|---|---|
| Type % | Subscribe | Subscribe | Subscribe |
| Revenues, $M | Subscribe | Subscribe | Subscribe |
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
More than 18,000 customers have deployed LivePerson business solutions, including Fortune 500 companies, dedicated Internet businesses, a broad range of online merchants, as well as numerous SMBs, automotive dealers, universities, libraries, government agencies and not-for-profit organizations. LivePerson solutions benefit organizations of all sizes conducting business or communicating with consumers through mobile and online messaging and chat. LivePerson plans to continue to focus on key target markets: consumer/retail, telecommunications, financial services, travel/hospitality, technology, healthcare and automotive, within the United States and Canada, Latin America, Europe and the Asia-Pacific region.
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 Market Opportunities, M&A and Geo Expansions
In June 2021, LivePerson hired Ian Kinsella as Senior Vice President, APAC, to lead and accelerate the company’s growth in the Asia-Pacific region. Kinsella will oversee LivePerson’s sales and customer success organization in APAC, expanding the company’s go-to-market strategy in the region as well as its team of sales and customer success experts. LivePerson partners with many of the region’s top brands — including world-class mobile operators, insurers, banking and financial services institutions, retailers, and more — to provide AI-powered marketing, sales, and care experiences to their customers.
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 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 Ecosystem, Partners, Resellers and SI
In April 2021, LivePerson and Tech Mahindra announced a new partnership to help brands deliver end-to-end marketing, sales, and customer service solutions by connecting with their customers via AI-powered messaging. By combining LivePerson's AI technology with Tech Mahindra's services, brands can easily engage customers in conversational experiences using popular messaging channels — including SMS, Facebook Messenger, Apple Business Chat, WeChat, Line, WhatsApp, and more — and layer in AI and automation to deliver personalized journeys at scale. According to a recent global survey of over 5,000 consumers, the demand for conversational experiences is at an all-time high: interest is no longer limited to Gen Z and Millennials, with 82% of consumers 65 and older wanting the option to message with brands, and 75% of all consumers reporting they'd spend more with brands that allow them to message rather than call.
In March 2021, LivePerson and Medallia entered a partnership to seamlessly integrate conversations and surveys to help brands measure and respond to customer and employee signals in real time. Managing customer and employee feedback is critical to maintaining their trust and satisfaction, and the LivePerson-Medallia partnership makes this process seamless. Brands can now automatically trigger Medallia feedback mechanisms within LivePerson conversations, as well as LivePerson conversations following Medallia feedback, all within the messaging channels consumers use every day with family and friends, including SMS, Facebook Messenger, WhatsApp, Apple Business Chat, and more.
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.
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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:
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