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LivePerson Proactive Click-to-Call Solution Gains Market Momentum with Significant Customer ExpansionsLeading Communications Providers Adopt Timpani Voice to Reduce Customer Churn and Increase Lifetime Customer Value 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 a New York-based leader in broadband communications, 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. About Bell About LivePerson
Source: LivePerson, Inc. |
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