NEW YORK, NY - September 21, 2004 - LivePerson, Inc. (NASDAQ: LPSN), a leading provider of communications solutions for online sales, marketing and customer service, today announced the release of Timpani, a fully integrated online communications software platform. Timpani will deliver integrated chat, email and self-service knowledgebase capabilities, providing multiple channels for customer interaction and a comprehensive customer history within one unified agent interface. LivePerson expects to integrate voice interaction within Timpani next year. Timpani is provided on a hosted basis, enabling a low-cost, easy to implement solution with minimal upfront investment.
LivePerson's real-time analytics engine detects customers in need of sales or service assistance, automatically routes them to the right communication channel at the right time, and thereby raises customer satisfaction levels and increases sales. All channels of the Timpani platform are built on a rules- based architecture. This ensures that customers are guided to the most appropriate channel and most knowledgeable representative.
"Giving businesses the ability to identify customers in need of information or sales assistance, and the ability to direct them to the appropriate communication channel -- be it an FAQ script, an email, live chat, or phone support -- at the right time provides a level of sophistication to online interaction that can increase both customer satisfaction and sales," said Robert LoCascio, LivePerson CEO. "We strive to make online interaction more like the experience provided by a skilled in-store representative. Timpani is a major step forward in that evolution."
While many online communication offerings claim full integration, most are disparate programs grouped under a common name. LivePerson has orchestrated all elements of Timpani to work in unison. The high level of integration between channels is reflected in increased continuity of communication, an elegant unified interface and robust cross-channel reporting.
While developing Timpani, LivePerson conducted extensive polling of communications specialists and end users, incorporating critical features that answer "real-world" needs. From integrated co-browsing and form sharing to the more refined analytics necessary to track email, chat and knowledgebase usage, Timpani will serve the communications needs of online retailers, customer service centers and marketing organizations.
"The online consumer is becoming a multi-channel consumer -- someone who has fully embraced the internet without abandoning efficient offline channels," says Bob Chatham of Forrester Research. "As fifty-eight percent of cross-channel shoppers are likely to be web buyers, firms must deliver cross- channel experiences that combine choice, consistency and continuity."
Timpani leverages the developments of all previous LivePerson software, which included enhancements to reporting and automatic call distribution (ACD) systems, to meet the needs of large call centers and online sales organizations. Timpani offers significant flexibility and customization in deployment and account management, as well as advanced analytics to measure return on investment and agent performance.
Internal studies show that LivePerson's advanced self-service support technology decreases inbound inquiries by 40-60%, while proactive online engagement tools increase online conversions significantly. Using LivePerson's proactive chat channel, 20-40% of customers who participate in a chat with an online sales agent make a purchase. LivePerson's roster of more than 3,000 customers, including EarthLink, Microsoft, Hewlett Packard, Qwest, Verizon and AT&T, have long reported significant savings, increased sales and high customer satisfaction using LivePerson's technologies.
LivePerson is a leading provider of communications solutions for online sales, marketing and customer service. LivePerson's Timpani platform enables online businesses to identify and engage the right customer with the right communication channel at the right time, thereby enhancing the online experience. Chat, marketing and selling tools, a self-service knowledgebase and email management are combined with industry-leading channel matching technology, rules-based intelligence, routing and reporting, to offer clients the opportunity to increase sales, lower customer service costs and enhance the customer experience. LivePerson is headquartered in New York City.
SOURCE: LivePerson, Inc.
CONTACT: Younjee Kim, +1-212-609-4222, firstname.lastname@example.org
Web site: http://www.liveperson.com/