Workforce Management Feature Article
August 01, 2012
LivePerson Launches Text Analytics Solution LP Insights
By Rachel Ramsey, TMCnet Web Editor
Today’s online businesses have no shortage of customer data: chat transcripts, e-mails, call recordings, CRM notes, Web analytics, survey data and social media including blogs, Facebook and Twitter (News - Alert). Despite the extraordinary amount of data available, translating this information into holistic, accurate, and actionable insights eludes most organizations.
LivePerson (News - Alert), Inc., a provider of real-time engagement solutions that increase conversions and improve the customer experience, recently launched LP Insights, a text analytics solution that transforms “voice of customer” data and content into actionable insights.
LP Insights monitors, measures and makes sense of customers' words, behavior, reasons for contact, buying patterns, and sentiments, delivering turn-key intelligence to any desktop. LP Insights can analyze chat transcript data as well as data from other channels to deliver actionable insights that empower a wide range of management initiatives across an enterprise.
The LP Insights solution and dashboards are built to enable prompt identification of key trends and opportunities for improvement, including insights into business, chat programs, agents and social media.
Organizations can enhance products, processes and policies based on a deep understanding of customer perspectives and behaviors, dive deeper into existing chat programs to find new opportunities for increased conversions, program optimization and cost reductions, add a true "voice of the agent" perspective to the "voice of the customer" analysis and fully understand what phrases and content make customer interactions most successful. LP Insights can also be used to create a social media "listening" platform that enables a deeper understanding of how customers perceive an organization's brand and how social media is influencing their success."One of the main challenges companies face today is the ability to gain a 360-degree view of customer sentiment," said Rob LoCascio, CEO and founder, LivePerson. "Early adopters of LP Insights, which include several leading brands, are discovering valuable opportunities to make immediate improvements in their product, service, and conversion strategies. LP Insights enables our customers to use the power of intelligence to make more meaningful connections with their customers."
LivePerson also offers LP Chat, LP Marketer, LP Voice and Keyword Lift as part of its product portfolio. The company helps more than 8,500 companies make meaningful connections with their customers. Its intelligent real-time platform combines a sophisticated behavioral targeting engine that delivers significant value to companies by increasing conversion rates and customer satisfaction.
Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. ITEXPO (News - Alert) offers an educational program to help corporate decision makers select the right IP-based voice, video, fax and unified communications solutions to improve their operations. It's also where service providers learn how to profitably roll out the services their subscribers are clamoring for – and where resellers can learn about new growth opportunities. For more information on registering for ITEXPO click here.
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Edited by Brooke Neuman