Business
LivePerson launches Contact Center Conversation Mining to turn omni-channel conversational analytics into intelligent action
New approach revolutionizes how brands use insights from conversations across voice and messaging to optimize customer experience NEW YORK, July 20, 2022
About this update from Liveperson, Inc.
[{"type":"text","content":"New approach revolutionizes how brands use insights from conversations across voice and messaging to optimize customer experience\nNEW YORK, July 20, 2022 /PRNewswire/ -- LivePerson (Nasdaq: LPSN), a global leader in customer engagement solutions, today announced the launch of Contact Center Conversation Mining, a revolutionary solution for tracking, measuring, and optimizing customer experiences, powered by the Celonis Execution Management System.\n\n \n \n \n \n \n \n\n \nContact Center Conversation Mining is a new approach to customer journey mapping that helps brands transform conversational analytics into intelligent action. With customer journeys typically spanning multiple departments and systems — and measurement tools like surveys only offering insights after a journey has come to an end — traditional approaches to journey mapping are time-consuming, labor-intensive, and rarely empower brands to take proactive actions based on learnings. Relying on them can lead to hyper-targeted point solutions, created reactively, that do not transform the full customer experience and end up prioritizing cost savings over growth-focused initiatives.\nContact Center Conversation Mining combines process and conversational data from voice and digital interactions to optimize every customer interaction, generate new revenue streams, and increase customer lifetime value. With Contact Center Conversation Mining, brands can:\nSystematically map customer journeys across systems and interactionsIdentify patterns in customer behavior to understand what drives and impacts their experiences and outcomesBreak conversations down into segment-level data for visibility into journeys that deliver optimal outcomes and those that lead to challenges or poor experiencesUnlock insights from conversational data, including sentiment and intentConvert those insights into intelligent action through automation and workflow that delivers effortless, personalized experiencesLivePerson's customer engagement solutions, spanning across voice and messaging channels, are used by the world's top brands to have conversations with millions of consumers as personally as they would with one. With LivePerson, these brands have reduced customer care costs up to 50% and increased annual sales by hundreds of millions of dollars. Celonis' leading Execution Management System rev...