Third-Generation Chat Platform Excels at Providing Highly Relevant and Personalized Online Experiences
NEW YORK, NY – October 23, 2008 – LivePerson, Inc. (Nasdaq: LPSN), a leading provider of online communication platforms that facilitate real-time assistance and expert advice, today announced it has been recognized as a leader in interaction-centric solutions as part of the October 2008 report, “The Forrester WaveTM: Customer Service Software Solutions”, Q4 2008. In this report, LivePerson’s enterprise platform, a third-generation engagement solution, earned the highest score for industry business process support and high scores in time-to-value.
Forrester evaluated the leading customer service solution vendors across an average of approximately 180 criteria. LivePerson was among the 10 vendors selected in the assessment of interaction-centric customer service software.
According to the report, “Companies, spending billions of dollars annually for their Internet presence, are starting to evaluate the merits of adding chat and other interactive functions. This is a smart move, given that consumers who use chat report that it meets a broad spectrum of needs … It can be such an effective mode of interaction that it may someday even replace email.”
Key Findings
After evaluating LivePerson’s current enterprise offering (http://solutions.liveperson.com/enterprise/), strategy and market presence, Forrester found that:
–“LivePerson still excels at providing highly relevant and personalized online experiences and now also offers sound support for phone agent customer service and knowledge management;
–As a SaaS provider, the product requires relatively limited technical systems integration issues;
–LivePerson includes support for Web 2.0 tools, applications, and technologies;
–The third-generation engagement solution is best suited for organizations with sophisticated online interactions.”
“Since launching our first product 10 years ago, LivePerson has worked tirelessly to earn and reinforce our position as an industry leader and champion for access to real-time personalized advice,” said Robert LoCascio, LivePerson CEO. “We are proud that Forrester has recognized LivePerson as a leader in interaction-centric solutions in their evaluation of customer service software, and are especially pleased to have earned the highest score in industry business process support.”
Report Availability
The Forrester Wave report, Customer Service Software Solutions, Q4 2008, is available to subscribers at www.forrester.com.
About LivePerson
LivePerson, founded in 1995 and is headquartered in New York City, is a leading provider of online communication platforms that facilitate real-time engagement and live expert advice. Intelligently connecting businesses and individual experts with consumers seeking help on the Web, LivePerson’s platform creates more relevant, compelling and personalized online experiences. Every month, millions of people across the world turn to LivePerson to get the information and advice they need to succeed online. More than 7,000 companies, including EarthLink, Hewlett-Packard, Microsoft, Qwest, and Verizon, and 30,000 individual experts rely on LivePerson to maximize the impact of the online channel.
