LivePerson's CCaaS (Contact Center as a Service) solution modernizes customer service by seamlessly integrating voice and digital conversations on a unified platform. This innovative approach enhances customer experiences without the need to replace existing systems, offering a best-of-breed strategy that combines voice capabilities with digital channels, conversation shifting, omnichannel analytics, and AI-powered voice automation

Key Features

Unified Agent Workspace A centralized command center for customer communications

• Multi-channel view of every conversation
• Integration of existing voice solutions with modern digital channels

Conversation Shifting Seamless transition between communication channelsI

• VR queue escape option
• Switch from voice to preferred messaging channel

Analytics Studio Comprehensive insights across all customer interactions

• Omnichannel Dashboard for voice and messaging analysis
• Voice Capture for integrating voice data into the Conversational Cloud®

Voice AI Safe and scalable voice automation

• Generative AI-powered voice bots
• Bring Your Own Carrier (BYOC) support

Benefits

Enhanced Customer Experience Personalized and efficient service across channels

• Reduced wait times
• Seamless transitions between voice and digital interactions

Operational Efficiency Streamlined contact center operations

• AI-powered tools for agents
• Automation of complex tasks

Data-Driven Insights Actionable intelligence from customer interactions

• Identification of customer behavior and trends
• Informed automation strategy and operational improvements