In the News
LivePerson named a Strong Performer in Digital Customer Interaction Solutions by leading independent research firm
June 27, 2024
LivePerson (Nasdaq: LPSN), the enterprise leader in digital customer conversations, has been named a Strong Performer in “The Forrester Wave™: Digital Customer Interaction Solutions, Q2 2024.” According to the report, “LivePerson is the best fit for traditional enterprises seeking a reliable and scalable digital transformation partner.”
The new report evaluates the 11 most significant providers of digital customer interaction solutions (DCIS) against 34 criteria to help contact center and digital business leaders select the right one for their needs.
How LivePerson stacks up amongst digital customer interaction solutions
LivePerson received the highest possible scores across 12 criteria: messaging engine, interaction quality evaluation, adaptive digital strategy optimization, accessibility, security and compliance, scalability and availability, adoption, pricing flexibility and transparency, partner ecosystem, community, revenue, and number of customers. According to the report, “LivePerson is equipped to meet the demands of even the most extensive enterprise messaging operations.”
“Digital transformation is no small task, and enterprises are rightly concerned about finding a trusted partner to help them safely bridge the gap between the current state — where call volumes and costs keep rising — and the digital-first, AI-empowered contact center of the future. On top of multiple recognitions from Forrester over the past year, we’re proud to be named among the top providers for digital customer interactions solutions.”
~ John Sabino, CEO of LivePerson
Why building a seamless digital customer experience is so important
As Ruth Zive, LivePerson CEO, explained in a column for Fast Company earlier this year, customer satisfaction and relationships are built off the communication and digital customer experiences brands provide. She discusses how to better engage customers across multiple channels and digital touchpoints, ending with a case study of The RealReal and how all the “changes to their customer experience were aimed at better conversations and communication — and as the facts and figures prove, better relationships. These are the kinds of things that make people fall in love with a brand, and stay in love.”
In fact, LivePerson recently released connected customer product enhancements geared toward improving the omnichannel experience, from digitizing voice interactions to analyzing omnichannel customer data and orchestrating conversations across the customer journey.