LivePerson and Infinity, the call analytics platform, have joined forces to transform the personalization of digital experiences through advanced conversational data and intelligence. This partnership streamlines the seamless integration of attribution data from voice calls and digital messaging conversations, offering a comprehensive understanding of a customer's omnichannel journey with a brand.
“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. 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,” said Dan Sincavage, Senior Vice President of Global Partnerships at LivePerson.
The collaboration provides brands with a multifaceted toolset for optimizing their digital strategies. By enhancing visibility into online-to-offline engagements, brands can gain a comprehensive understanding of customer journeys.
What are the benefits?
Improved first-touch attribution data facilitates the optimization of marketing spend, ensuring resources are directed where they yield the most impact. Additionally, insights into the factors steering the transition from digital to voice-enable strategic decision-making. The ultimate outcome is an elevation of sales and service outcomes through the delivery of highly personalized experiences, enhancing overall customer satisfaction and engagement.
Clients of LivePerson and Infinity have experienced significant benefits, such as up to 25% increases in customer satisfaction and 30% reductions in operating costs for LivePerson, while Infinity's clients have seen up to 45% growth in phone leads and 64% reductions in acquisition costs.
“This is just the beginning for our partnership with LivePerson. 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,” said Warren Newbert, CEO of Infinity.
The integration is currently available for early access clients, with a general release and additional functionality slated for rollout later in 2024.
In other news, LivePerson has appointed Kevin Meeks as its first Chief Customer Officer.
