NEW YORK, NY - April 4, 2006 - LivePerson, Inc. (NASDAQ: LPSN), a provider of online conversion solutions, today announced the availability of LiveCall™, a click-to-talk application that bridges the gap between the online and phone channels for the small and mid-size business (SMB) sector. More than 100 SMB customers have already adopted LivePerson's patent-pending technology that enables website visitors to instantly click to talk with sales representatives or customer service agents, who maintain full visibility into the online session during the phone call.
LiveCall adds robust new capabilities to LivePerson's existing multi-channel platform that manages customer interactions across all online channels -- live chat, email and self-service/knowledgebase. Delivering a seamless transition from Web to voice, the solution offers advanced integration and interaction benefits. Integration features supply insight into the context, nature and history of customer inquiries, while interaction tools allow agents to use page-push, co-browse and form-sharing technology to help customers complete their online purchases or resolve service issues.
"As an online fashion retailer of high-end designer apparel, we cater to an audience with discriminating tastes and high standards for customer service," said Mike Geneles, EuropeModa.com CIO. "With LiveCall, our customers can reach our trained customer service staff with a single click. Our customers are very impressed by how quickly their phone rings and pleasantly surprised that our agents can actually guide them through the collections on our website and help them complete online checkout forms."
Patent-Pending Technology Automates Interactions
LiveCall enables SMBs to manage customer phone calls with the same ease, efficiency and cost-effectiveness as web-based interactions. When a visitor initiates a call request, LiveCall immediately routes the request to the appropriate department or agent in the application's operator console. As soon as an agent accepts the request, the call is automatically activated, connecting the customer and agent instantly.
"Consumers are frustrated with the long hold times, busy signals and endless IVR loops of toll-free numbers. When their call is finally answered by a real person, they often have to be transferred to another department and start over again," said Brian Bingham, Director Global CRM & Customer Care BPO Research at IDC. "A voice solution that is truly integrated with the online channel is long overdue. Consumers want immediate gratification and will be loyal to businesses that supply the most satisfying and meaningful service, both over the phone and online."
Conversion Tracking Reports
LiveCall's conversion tracking reports deliver deep insight into completed sales transactions and lead generation by channel, search engine campaigns such as Google Adwords or online marketing initiatives.
"Combining the best features from both voice and Web channels, LiveCall benefits consumers and SMBs alike," said Robert LoCascio, LivePerson CEO. "This blended solution removes geographic borders, connecting businesses and customers across the globe, without cost-prohibitive long distance charges. LiveCall gives consumers instant online access to phone representatives and frees them from the grueling regimen of calling unattended 800-numbers."
LivePerson is a provider of online conversion solutions. Our hosted software enables companies to identify and proactively engage online visitors -- increasing sales, satisfaction and loyalty while reducing service costs. Combining web-interaction technology (chat, email and a self-service knowledgebase) with a deep understanding of consumer behavior and industry best practices, LivePerson's Timpani™ platform engages the right customer, at the right time, with the right communications channel. This Engagement Marketing platform creates more relevant, compelling and personalized experiences -- converting traffic into revenues, and facilitating real-time sales and customer service. More than 4,000 companies including EarthLink, Hewlett-Packard, Microsoft, Qwest and Verizon rely on LivePerson to help maximize the return on their marketing and e-commerce investments. LivePerson is headquartered in New York City.
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SOURCE: LivePerson, Inc.
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