NEW YORK, NY - April 22, 2003 - LivePerson, Inc. (NASDAQ: LPSN), a leading provider of technology facilitating real-time online customer interaction, today announced that Forex Capital Markets (FXCM), a leader in online currency trading, has standardized its real-time customer support on LivePerson Service Edition. Through the LivePerson application, traders gain instant access to a customer support agent for help with time-sensitive questions. Due to the immediacy and quality of the responses, live chat has quickly begun to replace phone and email inquiries.
With over 12,000 clients to support and a monthly average trading volume that exceeds $22 billion, FXCM actively searches for ways to provide cost effective and efficient customer service. Customer interactions tripled within the first six months of implementing LivePerson. Currently, FXCM agents handle nearly 1,000 daily inquiries through chat. Chats cover a variety of topics including new account information, support for online trades, administrative functions and general company inquiries.
FXCM has seen strong interest in the live chat customer service option from international customers whose primary language is not English. LivePerson allows these clients, many whom prefer written over spoken English, to get answers to their inquiries more quickly and easily than they could through a phone call.
"LivePerson's live chat solution has had a significant impact on our bottom line by allowing us to increase revenue and operator efficiency and reduce telephone toll charges," says Marc Prosser, Chief Marketing Officer at Forex Capital Markets. "We have seen tremendous acceptance of live chat from all of our clients, especially from our international customers who need assistance during off hours and can incur expensive international phone charges. We believe that this solution has provided us with a competitive advantage over other online currency trading firms."
"Trading companies like Forex Capital Markets see real value in our real-time customer communication application, as it allows them to answer confidential and time-sensitive inquiries with speed and accuracy," said Robert LoCascio, CEO of LivePerson. "With LivePerson, companies can provide exceptional customer service to a global customer base while reducing costs."
LivePerson Sales Edition and LivePerson Service Edition are ASP (Application Service Provider) solutions that eliminate the significant infrastructure investment typically associated with one-to-one customer facing solutions. LivePerson's complete product portfolio includes LivePerson Sales Edition, LivePerson Service Edition, LivePerson MultiCARE and LivePerson Pro for small businesses.
About LivePerson
LivePerson (www.liveperson.com) is a leading 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, Ameritrade, American Airlines Federal Credit Union and over 3,000 other clients. LivePerson is headquartered in New York City, with R&D facilities in Tel Aviv, Israel.
About Forex Capital Markets (FXCM)
FXCM (www.fxcm.com) is a global provider of online currency trading services. The firm specializes in offering 24-hour commission free online currency trading for private clients, hedge funds, and CTAs. FXCM was the highest ranked foreign exchange specialist in Technical Analysis of Stocks and Commodities Magazine's 2003 Readers Choice Awards. As a registered Futures Commission Merchant (FCM), FXCM is a member of the National Futures Association (NFA) and is regulated by the Commodity Futures Trading Commission (CFTC).
Media Contacts: Jennifer Regnault Marc Prosser LivePerson, Inc. Forex Capital Markets (212) 609-4213 (212) 897-7660 jregnault@liveperson.com marc@fxcm.com
SOURCE: LivePerson, Inc.
CONTACT: Younjee Kim, +1-212-609-4222, ykim@liveperson.com
Mike Tague
mtague@liveperson.com