NEW YORK - In a move aimed at enhancing customer engagement, LivePerson, Inc. (NASDAQ: LPSN) and Infinity have entered into a partnership to integrate voice call data with digital messaging interactions. This collaboration is set to provide brands with a more personalized digital experience for their customers by leveraging conversational data.
The partnership between LivePerson, recognized for its digital customer conversation platform, and Infinity, known for its call analytics, will enable businesses to track customer interactions across both voice and digital channels. By doing so, companies can gain a clearer understanding of a customer's journey, from online engagements to offline conversions, and vice versa.
This integration is expected to aid brands in optimizing their marketing expenditure, refining first-touch attribution data, and enhancing sales and service outcomes.
Dan Sincavage, Senior Vice President of Global Partnerships at LivePerson, cited the company's 2024 report, which highlighted consumer preference for seamless channel-switching during interactions with brands. The collaboration is designed to address this need and accelerate digital transformation for businesses.
The companies have reported positive outcomes from their solutions. LivePerson's customers have experienced up to a 25% increase in customer satisfaction and a 30% reduction in operating costs. Similarly, Infinity's clients have seen a 45% rise in phone leads and a 64% decrease in acquisition costs.
Warren Newbert, CEO of Infinity, expressed enthusiasm about the partnership's potential to provide valuable insights to marketers and customer experience professionals. The integrated solution is currently available to early access clients, with a broader release and additional features planned for later in 2024.
Both companies have a history of enabling improved business performance through their respective platforms. LivePerson's Conversational Cloud platform is used by major brands to manage nearly a billion conversational interactions monthly. Infinity's call tracking and speech analytics tools are utilized globally to enhance marketing campaigns and customer service.
This partnership is based on a press release statement and aims to create a win-win scenario for brands and their customers by improving the return on investment for marketing spend and optimizing customer experiences across communication channels.
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