- Customer experience leaders combine technology and services to disrupt the legacy contact centre ecosystem with digital engagement, messaging and AI solutions.
6 November 2019 – TTEC Holdings, Inc. (NASDAQ: TTEC), a leading digital customer experience technology and services company focused on the design, implementation and delivery of transformative solutions for many of the world’s most iconic and disruptive brands, and LivePerson, Inc. (NASDAQ: LPSN), a global leader in conversational commerce solutions, announced a strategic partnership to redefine the customer experience with digital engagement, messaging, and AI-driven automation.
The TTEC-LivePerson partnership brings together two customer experience pioneers to help brands improve NPS and CSAT while also reducing friction and accelerating customer experience and digital transformation. It enables conversational commerce, which gives consumers a way to ask questions, make purchases, and get help through their favourite messaging apps. Today more than 4 billion consumers already use messaging and 470 million new users are expected to join them by 2021. The partnership will help brands:
- Offer customer interactions in consumers’ messaging channels of choice
- Transform contact centers into digitally enabled customer experience hubs
- Deliver high-impact, personalised customer experiences at scale with messaging and AI
LivePerson’s conversational commerce platform LiveEngage® enables customer experience hubs to leverage AI to manage both bot and associate conversations from any messaging channel, including the billions of customers using SMS, Facebook Messenger, Apple Business Chat, WeChat, WhatsApp, and more. TTEC is operationalising this platform with its conversational messaging centre of excellence, consisting of conversational designers, AI/bot developers, conversation analysts and tuners, data scientists, solution architects and brand ambassadors in concert with clients at all of TTEC’s 100 customer experience hubs across six continents.
Brands using LiveEngage have seen up to a 2x increase in associate efficiency, 20%+ increases in CSAT, as much as a 4x increase in sales conversion, and material reductions in associate attrition rates.
“All of our clients are seeking an accelerated path to CX/Digital transformation with less friction for their customers at a lower overall cost. It’s our mission to continue to evolve our CX platforms to provide world-class solutions at scale,” said Ken Tuchman, Chairman, CEO and Founder of TTEC. “We’ve grown our digitally delivered customer interactions by 700% since 2014. Our partnership with LivePerson further accelerates TTEC’s position as a digital disruptor as we bring to market client solutions to respond to the rapidly rising consumer and market demand for seamless, personalised engagement.”
“Based on our history of bringing leading global brands in retail, banking, insurance, telecommunications, travel, and other verticals live with conversational commerce, we know this partnership with TTEC will give clients the keys to unlocking their own digital transformations: messaging, bots and automation,” said Robert LoCascio, CEO and Founder of LivePerson. “As a leader in customer experience innovation, we’re excited to work with the pioneers at TTEC to continue disrupting the market by combining our AI-powered conversational platform with their decades of customer experience expertise.”