NEW YORK, NY - September 2, 2003 - LivePerson, Inc. (NASDAQ: LPSN), a provider of technology facilitating real-time online customer interaction, today announced the availability of LivePerson Service Edition - Platinum Series, a fully integrated chat, email and knowledge base solution. LivePerson Platinum allows customer service teams to deliver superior customer service across all online channels through a single interface -- improving customer satisfaction and operator productivity.
LivePerson Platinum integrates LivePerson's flagship live chat application with a secure email response management system and a powerful knowledge base and Frequently Asked Questions (FAQ) application. This system allows companies to provide customers with immediate real-time access to online customer service agents or to funnel customer inquiries through a self-service knowledge base followed by the option to escalate to chat and email. LivePerson Platinum tracks an individual customer's interaction history from the knowledge base to an email and/or chat and compiles their transaction history into a single ticket, allowing agents to respond quickly and efficiently to each customer.
Also available through LivePerson Platinum are enhanced security features for companies that need additional security when dealing with online inquiries. Along with a feature-rich secure email platform, LivePerson offers clients 128-bit SSL encryption of all customer interactions, single sign-on capability across different applications and triple DES encryption of all stored data, enabling LivePerson to comply with all financial and healthcare privacy and security regulations. LivePerson has already seen early adoption from 15 members of the online banking and credit union industries, including American Airlines Credit Union, Radian Group, and IndyMac Bank.
Additional functionality includes: * Robust reporting capabilities that enable call center managers to report on inquiry escalation, first-call resolution rates, operator productivity and other call center-related activity; * Flexible routing technology through enhanced Automatic Chat Distribution (ACD) algorithms; * Advanced CRM and phone switch integration capabilities.
"LivePerson Platinum allows clients to manage all online customer communications through a single, easy-to-use interface," said Tony Pante, Senior Vice President of Marketing and Product Strategy at LivePerson. "This is a logical progression for the LivePerson product line as we leverage our expertise in real-time communication and move toward a complete solution for our clients' online communication needs."
LivePerson offers ASP (Application Service Provider) solutions that eliminate the significant infrastructure investment typically associated with one-to-one customer facing solutions. LivePerson's product portfolio includes LivePerson Sales Edition, LivePerson Service Edition, LivePerson Service Edition - Platinum Series and LivePerson Pro for small businesses.
LivePerson (www.liveperson.com) is an Application Service Provider (ASP) of technology facilitating real-time sales, customer service and marketing solutions for companies doing business on the Internet. The LivePerson service enables online businesses to communicate with Internet users in real time, thereby enhancing the online experience. LivePerson allows clients to increase revenue and productivity while decreasing the overall cost of customer support. The company serves EarthLink, QVC, eBay, Microsoft, American Airlines Credit Union and over 3,000 other clients. LivePerson is headquartered in New York City, with R&D facilities in Tel Aviv, Israel.
Media Contacts: Jennifer Regnault LivePerson, Inc. (212) 609-4213 firstname.lastname@example.org
SOURCE: LivePerson, Inc.
CONTACT: Younjee Kim, +1-212-609-4222, email@example.com
Web site: http://www.liveperson.com/