New partnership infuses conversational context from voice channel into digital conversations

LivePerson (Nasdaq: LPSN), the enterprise leader in digital customer conversations, and Infinity, the award-winning call analytics platform, today announced a partnership to help brands better personalize digital experiences through the power of conversational data and intelligence.

The new partnership drives enhanced personalization and measurable ROI by making it easy to connect attribution data across voice calls and digital messaging conversations. This bi-directional attribution — inclusive of conversations handled with AI and automation — makes it easier to understand a customer’s end-to-end, omnichannel journey with a brand. By connecting this data across channels at the individual interaction and aggregate levels, brands can:

• Strengthen their visibility into online-to-offline engagements
• Optimize marketing spend with improved first-touch attribution data
• Better understand factors driving escalation from digital to voice
• Improve sales and service outcomes through more personalized experiences

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“According to LivePerson’s State of Customer Conversations 2024 report, the vast majority of consumers want the option to seamlessly switch between calls and digital conversations depending on their preference in the moment,” said Dan Sincavage, Senior Vice President of Global Partnerships at LivePerson. “The combination of LivePerson’s industry-leading digital customer conversation platform and analytics with Infinity’s powerful call intelligence allows brands to unlock an exciting and high-impact set of data and insights that make conversations across these channels more powerful than ever, accelerating their digital transformation.”

LivePerson customers have seen benefits including up to 25% boosts in customer satisfaction and 30% reductions in operating costs, and Infinity customers have seen benefits including up to 45% increases in phone leads and 64% reductions in cost of acquisition.

“This is just the beginning for our partnership with LivePerson,” said Warren Newbert, CEO of Infinity. “We’re already making it possible to attribute calls and ROI to digital conversations, and we’re excited to offer even more valuable insights to marketers, sales teams, CX professionals, and contact centers as our partnership progresses. I’m exceptionally excited that Infinity has found the right partner to bring our services to digital conversations”

Infinity’s Vice President of Partnerships, Kris Wagland, added, “Our partnership and integrated solution with LivePerson enables mutual clients to greatly improve ROI from marketing spend, while optimizing the experiences they deliver at scale for their clients across channels. This is a win-win for brands and their customers — and it’s indicative of the bold vision we share with LivePerson for the opportunities within the conversational intelligence space.”

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