NEW YORK, NY - October 16, 2007 - LivePerson, Inc. (NASDAQ: LPSN), a provider of online engagement solutions that facilitate real-time assistance and trusted expert advice, announced today that several customers, including Bell, Canada's largest voice, data and wireless communications company; Qwest, which offers a unique and powerful combination of managed voice and data solutions; and another leading broadband communications company, have implemented Timpani Voice™, an enterprise click-to-call solution that proactively introduces the voice channel to targeted visitor segments based on behavioral events.
These three telecommunication service providers (telcos) join a growing list of existing LivePerson customers -- including a leading online travel company and a luxury travel provider -- who have expanded their existing Timpani™ proactive chat platform deployments to include enterprise-level voice capabilities.
"The adoption of Timpani Voice by top-tier telcos and others validates the value and effectiveness of our proactive click-to-call offering," said LivePerson CEO Robert LoCascio. "We expect to continue product innovation for our customers and consumers by delivering integrated methods for obtaining real-time assistance on the Web."
Leveraging LivePerson's business rules engine and ActiveAnalytics™ (real-time data mining technology that analyzes online visitor behavior and predicts which visitors are most likely to convert if engaged by an agent), Timpani Voice supplies a blended Web and call center experience.
Bell has deployed Timpani Voice across multiple lines of business, including wireline, Internet, digital voice, and long distance; customers who visit the Bell website to cancel or move their service to a new location receive invitations to speak with a Bell representative. The company was the first to trial LivePerson's proactive click-to-call application and now considers it a key strategy for customer retention.
"Timpani Voice has saved us close to 70% of customers who had expressed a desire to cancel service," said Parth Shukla, Director of Interactive and Multi-Channel Marketing for Bell. "Enabling consumers to remain online and do business with us in their channel of choice reinforces Bell's multi-channel service options and increases customer satisfaction."
"As Canada's largest communications company, we have rigorous standards and testing requirements for our vendors and partners, especially for voice technology," said Sherif Dagher, Associate Director of Interactive Marketing for Bell. "LivePerson's click-to-call solution met our demanding criteria and complements proactive chat effectively for reducing customer churn."
After effectively leveraging LivePerson's click-to-call technology to retain customers, Bell has since deployed the solution with great success in areas where the company experiences a high level of complexity and fall-out for online fulfillment, including move center and multi-product bundles.
Offering invite-to-talk and click-to-talk applications, Timpani Voice features computer telephony integration (CTI) options and is compatible with both conventional telephone service and talk by PC for website visitors, which allows consumers to use VoIP through their computers to speak directly with call center agents.
Bell is Canada's largest communications company, providing consumers with solutions to all their communications needs, including telephone services, wireless communications, high-speed Internet, digital television and Voice over IP. Bell also offers integrated information and communications technology services to businesses and governments, and is the Virtual Chief Information Officer to small and medium businesses. Bell is proud to be a Premier National Partner and the exclusive Communications Partner to the Vancouver 2010 Olympic and Paralympic Winter Games. Bell is wholly owned by BCE Inc. For information on Bell's products and services, please visit www.bell.ca.
LivePerson is a provider of online engagement solutions that facilitate real-time assistance and trusted expert advice. Connecting businesses and experts with consumers seeking help on the Web, our hosted software platform creates more relevant, compelling and personalized online experiences. Every month, LivePerson's intelligent platform helps millions of people succeed online; more than 6,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, rely on LivePerson to maximize the impact of the online channel. LivePerson is headquartered in New York City.
Statements in this press release that are not historical facts are forward-looking statements and are made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. These statements involve known and unknown risks and uncertainties that may cause LivePerson's actual results, performance or achievements to be materially different from any future results, performance or achievements expressed or implied by the forward-looking statements contained herein. Risk factors related to the subject matter of this press release include, without limitation, risks related to our ability to respond to rapid technological change and changing client preferences; competition in the real-time sales, marketing and customer service solutions market; continued customer adoption of our products and new product offerings; the risk of intellectual property litigation and other factors described in the reports and documents filed by us from time to time with the Securities and Exchange Commission and available at (www.sec.gov), to which readers are referred. LivePerson undertakes no obligation to update any forward-looking statements after the date of this press release.
LivePerson, ActiveAnalytics™, Timpani™, TimpaniVoice™ and the LivePerson logo are trademarks or registered trademarks of LivePerson, Inc. or its affiliates in the United States and/or other countries. All other trademarks referenced herein are the property of their respective owners.
SOURCE: LivePerson, Inc.
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