LivePerson Voice

Deliver a seamless connection between your website and voice channel


Proactively Target
Hot-Lead Visitors
with Invite to Call

LivePerson Voice is a third-generation engagement solution developed to proactively targeting the right visitor with the right message at the right time in order to affect a desired outcome.

This comprehensive voice solution blends a proven value-based methodology with an active rules-based engagement engine and deep domain expertise to advance online sales and service initiatives, improve customer satisfaction, and deliver incremental contribution to the bottom line.

Features:

  • Invite-to-Call: Proactively introduce the voice channel to visitors based on behavioral events, such as navigation path, product comparison or shopping cart abandonment.
  • Click-to-Call: Prevent your customers from entering endless IVR loops and reaching unattended 800-numbers by synchronizing channel and agent availability. Dynamically control the availability of the voice channel based on load balancing parameters and variables, such as agent capacity, visitor preference, product complexity, and customer profitability.
  • Business Rules Engine: Prioritize the availability of channels according to visitor profile, previous interactions, current browsing behavior, and agent availability. An ACD/routing system and predictive dialer ensure load balancing and route click-to-call requests to the most appropriate skill group or department, speeding time to resolution.
  • Integration and Web Collaboration Tools: Gain valuable insight into the customer’s complete communication history and current online session before a call begins to eliminate the frustrating task of making customers repeat themselves to multiple agents.
  • Real-time Queue Placement Indicators: Display accurate wait times to visitors who select click-to-call, informing them of their exact positions in your call queue.
  • Robust Reports and ROI Scorecards: Measure and document accurate incremental lift with comprehensive transactional and operational reports. Compare conversion and performance metrics for visitors exhibiting similar behavior across channels to maximize ROI.

 

Spotlight

“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.”

Brian Bingham
Director
Global CRM & Customer Care BPO Research
IDC