New York, NY, USA, July 20, 2022 -- LivePerson (Nasdaq: LPSN), a global provider in customer engagement solutions, announced the launch of Contact Center Conversation Mining, a revolutionary solution for tracking, measuring, and optimizing customer experiences, powered by the Celonis Execution Management System.
Contact Center Conversation Mining is a new approach to customer journey mapping that helps brands transform conversational analytics into intelligent action. With customer journeys typically spanning multiple departments and systems — and measurement tools like surveys only offering insights after a journey has come to an end — traditional approaches to journey mapping are time-consuming, labor-intensive, and rarely empower brands to take proactive actions based on learnings.
Contact Center Conversation Mining combines process and conversational data from voice and digital interactions to optimize every customer interaction, generate new revenue streams, and increase customer lifetime value.
"In partnering with Celonis, we're taking another step toward creating AI-powered customer engagements that feel Curiously Human, delivered on any consumer channel," said Rob LoCascio, founder and CEO of LivePerson. "This new and better way to surface and take advantage of conversational data can help brands improve their performance across both customer care and commerce, meaning they can both cut costs and drive revenue."
"Celonis and LivePerson are uniquely positioned to solve challenges that have caused inconsistent, high-friction experiences between brands and consumers for far too long," said Rama Vadakattu, SVP of Ecosystem Solutions & Success at Celonis. "Through Contact Center Conversation Mining, LivePerson is providing critical insights into customer experience KPIs like NPS and Agent Effectiveness — and together, we're helping brands combine conversational insights, process insights, and automation to improve customer experiences."
Posted by Veronica Silva Cusi, news correspondent
LivePerson 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.
Published: Friday, July 22, 2022
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