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News : LivePerson Announces Performance Optimizer

#contactcenterworld, @liveperson

New York, NY, USA, Sept. 23, 2020 -- LivePerson, Inc. (Nasdaq: LPSN), a global provider in Conversational AI, announced the launch of Performance Optimizer™, a new, AI-powered tool for brands to measure and manage the health of their conversational operations.

As brands adapt to changing consumer preferences and the pressures of the COVID-19 pandemic, they've increasingly turned to AI-powered messaging to connect with customers on the channels they already love using to communicate with family and friends. In the wake of these changes, a new set of KPIs has come to dominate reporting in contact centers worldwide, replacing outmoded metrics for voice calls and traditional chat sessions with ones that account for asynchronous conversational interactions, which take place when and where consumers want.

Performance Optimizer is designed for brands seeking to understand these critical KPIs and the overall health of their conversational operations, which has become even more difficult as contact centers continue to operate remotely or at reduced capacity.

"Drawing on our uniquely deep data moat and years of experience measuring and improving conversational performance, we created the 4Es to help contact center leaders more effectively design and optimize resource utilization, training, and bots and automation," said Melanie Longdon, Senior Vice President, Transformation at LivePerson. "By understanding and delivering on a simple framework like the 4Es, brands can create and improve the high-impact consumer experiences that drive loyalty."

Travel website Hotwire improved its conversational operations in using the 4E Framework. Not only was the team able to add a new messaging channel without any additional resources, but they were also able to achieve better Efficiency, Effectiveness, Effort, and Emotion results.

"We're always optimizing our conversational operations to make sure Hotwire customers get the most out of our faster, easier booking and exclusive deals," said Everett John Garcia, Director, Customer Service at Hotwire. "The 4E Framework has given us a better way to understand our most important metrics and achieve our customer service goals, then aim even higher."

"Just as we at LivePerson have analyzed our decades of conversational data to build and optimize our AI, brands that understand and use their conversational data to the fullest will be best positioned to deliver outstanding customer experiences," said Robert LoCascio, founder and CEO of LivePerson. "Performance Optimizer takes the guesswork out of contact center management and serves up everything you need to know to benchmark, measure, and improve — all in a simple-to-understand, self-service dashboard anyone can use."

#contactcenterworld, @liveperson

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About LivePerson:
Company LogoLivePerson makes life easier by transforming how people communicate with brands. Our customers use our conversational commerce solutions to orchestrate humans and AI, at scale, and create a convenient, deeply personal relationship — a conversational relationship — with their consumers.
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Today's Tip of the Day - Complaints

Read today's tip or listen to it on podcast.

Published: Friday, September 25, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445
 

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