Product Features & Comparison Chart

Review the table below to compare LivePerson Pro and LivePerson Contact Center.

With LivePerson’s flexibility and scalability, you are assured a solution that grows with your business, and upgrades are simple and seamless.

Apple Mac users: » Click here for features of LivePerson Pro for Mac (Java client).

Platform Features LivePerson Pro LivePerson Contact Center Interaction Channels Live Chat Provide Help to your customers when they need it the most with our award winning live chat service. Live Call » [more details] Bridge the gap between your website and phone channel. With LiveCall, your online visitors can simply click a button on your website and enter their telephone number to speak with sales or customer service agents instantly. No downloads or plug-ins are required.   Email Management Track customer inquiries with the ticket system. A flexible scheduler insures that no issue is slipping through the cracks.   Knowledgebase Provide immediate answers to visitors searching for information on your website.   Web Analytics LiveAnalytics™ for Web Traffic » [more details] Generate accurate reports that deliver a complete view of your Web traffic and visitor activity. LiveAnalytics™ for Conversion Tracking » [more details] A unique combination of website and offsite (live chat and phone) conversion data to measure the true ROI of your online marketing campaigns. Cross-Channel Integrated Communication Center Manage and view all your customer interactions (chats, emails, phone) from a single, easy-to-use interface.   Unified Customer History All customer interactions from live chat, email, knowledge base and phone are linked to a common ticket for easy access by the operator.   Seamless Escalation Paths Escalate customers smoothly-from chat to voice, email to voice or FAQ to voice-while supplying agents with insight into the exact nature and context of the inquiry. Your customers will be thrilled with not having to repeat themselves and re-explain past issues.   Ticket Management System Track customer inquiries with the ticket system. A flexible scheduler insures that no issue is slipping through the cracks.   Technology and Support On-Demand Service with FREE Upgrades Ease of use and implementation with no hardware or additional IT staff necessary. All upgrades are automatically included at no cost High Availability / Secure Infrastructure » [more details] World class uptime of over 99.95% with a fully redundant backup server facility. Our security infrastructure has received a SAS 75 certification by KPMG. Integration with other Web Applications » [more details] Easily integrate the live chat console with your web-based applications such as Customer Billing, CRM, SFA, etc. Skill / Department Organization Agents can be organized into skill groups to reflect different departments, websites, products etc. Inquiries are routed to the most appropriate skill. User Permissions Define users into two separate groups—administrators and operators—and assign rights and permissions based on their appropriate classification. Contact Management Add new contacts; edit contact details; link tickets to existing contacts; and search for contact history.   Multiple Language Support / Visitor Interface Customization Easily customized and localize all visitor facing interfaces Flexible and Easy Deployment Select the interface that's right for your website; choose from a variety of options, including buttons, chat boxes, text links and video. Easy set-up using our Code Page Builder. 24/7 Live Support Everyday, all day! Pricing Click here

Live Chat () and LiveCall () Features LivePerson Pro LivePerson Contact Center LiveEngage Proactive Invitation » [more details] You can proactively greet customers and offer them your assistance. You can send this invitation manually by selecting your visitors in the Operator Interface, or with LiveEngage, you can automatically send the invitation according to rules that you have programmed. Push Page/Co-Browse/Form Sharing  » [more details] Push web pages directly into a customer's browser, view the same pages that customers are navigating through and help them complete forms and checkout pages. PageViewer » [more details] View the content of your visitor's Shopping Cart in real time. This is a great tool to up sell and cross sell your customers. Campaign Viewer/LiveKeyword » [more details] Get real-time insight into all marketing activities that drive traffic to your website, including search engines and paid and organic search terms. Google Analytics Integration » [more details] Integrate your LivePerson statistics with the powerful Google Analytics Reporting engine. Operator Snapshot   View your colleagues' online status and their availability to take additional chats or phone calls. Real Time Visitor Info » [more details] View in real-time or capture for later analysis a wealth of information about your visitors as they browse your site. Customer & Operator Surveys With the Customer Surveys, collect customer details and get valuable feedback. With the Operator Surveys, qualify leads and take notes about your chats. Queue Placement Indicator Visitor Geolocater » [more details] Monitor your website activity in real time. See all the visitors on your site, which website they are coming from, which page they are visiting, which country and city they are browsing from, all in real time. Canned Answers Save time using pre-written Canned Answers and pre-specified HTML pages. A simple click of the mouse adds the content to the chat. Private Messaging Exchange messages with other operators or administrators one-on-one. All conversations are completely transparent to visitors. Chat Transcripts Search Search and view the full transcript and all details of your live chat sessions Chat and Call Transfer Transfer chats or calls from one agent to the other, for example transfer a customer from a sales assistant to a support agent or escalate a call or chat from an operator to a manager. Missed Call Logs Provides comprehensive information on missed or cancelled calls.   Star Rating » [more details] A unique rating system that measures the actual quality and availability of the chat-based customer service you provide on your website.   Agent Performance Reports Reveals service queues, agent productivity, call activity and call handle times.   Block Abusive Visitors Prevent abusive visitors or automated robots from entering into chat or voice conversations by blocking their IP addresses. Our Live Chat and LiveCall solutions include many other valuable features such as as Visitor History,Typing Indicator, spell checker, custom messages, Agent Directory, SSL encryption and more!

Email Management Features LivePerson Contact Center Tracking Ticket and Scheduler Automatically assign a ticket number to each inquiry. Tickets remain open until cases have been resolved. Integrated Spam Filters » [more details] Eliminate over 97% of your spam emails with our state of the art spam detection center POP3 Accounts Receive emails from multiple pop3 accounts Web Forms Customize and use multiple inquiry forms Response Templates Customize multiple templates to answer incoming inquiries professionally and efficiently. Canned letters Save time using pre-written Canned letters. A simple click of the mouse adds the content to the email. Email Customer Satisfaction Survey Embed surveys and feedback forms in email messages. Attachments Policy Reduce risk from virus infection by controlling the attachment policy Personalization Macros Use macros to automatically personalize your messages (response templates, auto-acknowledgement) with your customer name, account number, request id. Flexible Business Rules Manage your customer inquiries by performing actions on messages that match a specific set of conditions. For example, you can automatically route inquiries to specific agents or skill groups based on the email message content. Merge Multiple Tickets Link similar tickets to one master ticket for easy ongoing management. Act on Multiple Tickets Update, transfer and reassign multiple tickets at once. Email Operator Alert Display custom alerts to your agents based on pre-defined business rules (e.g. buying history, support level). LivePerson Email Management System includes a host of other powerful capabilities that enable you to deliver fast, accurate responses to email and Web form inquiries.

Self-Service/Knowledgebase Features LivePerson Contact Center Dynamic FAQ Generator The knowledge base builds a dynamic FAQ list based on the number of times documents are selected. High-Performance Search Engine Get fast and accurate responses with our natural language deep processing search engine. Category/Product Classification Create unlimited number of category, subcategory level and products. Organize articles by categories and/or products. Intranet All resources can be made available to the public (all your site visitors) or limited to your company (your site operators and administrators). Seamless Escalation Automatic Escalation to Chat or Email if a visitor is not satisfied with the information in the Knowledge Base). Knowledgebase Import Automatically populate your own knowledge base with this new powerful feature. LivePerson Knowledgebase includes a host of other powerful capabilities to empower your customers to help themselves through self-service searches.