LivePerson announced two major strategic acquisitions: VoiceBase, a leader in real-time speech recognition and conversational analytics, and Tenfold, an advanced customer engagement platform for integrating communication systems with leading CRM and support services.
The acquisitions will allow three powerful technologies to combine and create a unified, AI-enabled system for customer experience consisting of VoiceBase’s speech recognition and analytics capabilities, Tenfold’s advanced voice, messaging, and CRM integrations, and LivePerson’s industry-leading Conversational AI and asynchronous messaging.
This will help brands deliver natural, conversational consumer experiences that carry context and continuity across all channels, powered through a single automated voice and messaging desktop experience.
Rob LoCascio, founder and CEO of LivePerson, said: “Brands want to accelerate their use of Voice and Conversational AI with deep connective tissue into their systems.”
“It’s my great honor to welcome VoiceBase and Tenfold’s experts to the LivePerson family as we build the unified AI system behind 100% of conversations with the world’s most innovative brands.”
Combining VoiceBase’s capabilities with LivePerson’s Conversational AI gives brands enhanced visibility into customer intents, sentiments, frustrations, and successes from 100% of conversations across messaging and voice, as well as third-party voice, telephony, or contact centre systems. These insights make it easier to improve customer experience, uncover sales opportunities and increase revenue, and understand agent productivity and utilisation.
Walter Bachtiger, founder and CEO of VoiceBase, said:
“Eighty-six percent of buyers are willing to pay more for better customer experiences, meaning huge opportunities open up for brands as we combine VoiceBase’s speech analytics tech with LivePerson’s Conversational Cloud and AI.”
“We are thrilled to team up with a trailblazing industry leader that shares our vision for improving conversations through actionable, AI-powered insights.”
Tenfold enables LivePerson messaging to be available to agents anywhere — embedded in a CRM, on the agent’s desktop, or in the brand’s own integrated systems. The offering will also provide unmatched flexibility for brands to work with any voice vendor and complement LivePerson messaging without impacting agent experience and productivity.
Jeff Cotten, CEO of Tenfold, said: “Today marks an exciting day for Tenfold, our employees, and our customers as we join LivePerson. We’ve solved a difficult challenge in delivering the most relevant data right into every customer interaction, and with LivePerson, we’ll expand this model to messaging to deliver a true end-to-end customer experience platform.”
