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New LivePerson-Infinity Partnership to Help Brands Personalize Customer Experiences via Conversational Intelligence

By Dave Rodriguez March 19, 2024

When connecting brands to their unique customers, successfully personalizing digital experiences is a must. To achieve this personalization, an oft-utilized go-to for businesses is to strike a three-way balance between practicality, convenience, and efficiency – though not always in that order, of course.

Business leaders evaluate myriad pathways to ensure this balance is struck; practicality can, for instance, indicate adapting flexibly to customer expectations as technologies (and entire channels) evolve over time. That’s sensible, as is making the customer’s start-to-finish journey straightforward and accessible (such as guaranteeing convenience). Businesses’ value propositions cannot afford to forsake customers’ voices or their time; they should be heard and valued for the experience to feel that much more convenient.

And finally, there is efficiency. The efficient use of resources, capitalizing on cost-saving opportunities, increasing engagement through content that is tweaked based on the harnessing of data-driven insights – all of it efficiently helps to secure loyalty across the expanse of today’s digital marketplace.

There are two businesses that strike this balance and smartly personalize the digital experience:

The two businesses are LivePerson, a well-known name regarding digital customer conversation solutions, and Infinity, with its call tracking and speech analytics tools. And recently, the teams at each made an even smarter decision – they partnered up, and conversational intelligence is at the core of this strategic move.

LivePerson and Infinity recently announced this partnership with the goal of helping brands personalize digital experiences even further – namely through the power of conversational data and intelligence.

“The combination of LivePerson's industry-leading digital customer conversation platform with Infinity's powerful call intelligence,” said Dan Sincavage, Senior Vice President of Global Partnerships at LivePerson, “allows brands to unlock an exciting and high-impact set of data and insights that make conversations across these channels more powerful than ever, accelerating their digital transformation."

With that statement, Sincavage hit the nail on the head; this new partnership will support brands’ abilities to drive enhanced personalization and measurable ROI by making it much more convenient to connect attribution data across voice calls and digital messaging conversations.

This bi-directional attribution (which, notably, is inclusive of conversations now handled with AI and automation) makes it easier to understand a customer's end-to-end, omnichannel journey with a brand. Connecting this data across channels at individual interaction and aggregate levels enables brands to strengthen their visibility into online-to-offline engagements, as well as to really optimize their marketing spend with improved first-touch attribution data. These efficient capabilities allow customer specialists to further understand not just how improved sales and service outcomes can come from personalized experiences, but to really tap into the factors we’ve seen driving new escalations in customers’ journeys. Them navigating with ease is the key, so seeing precisely how their satisfaction rates ebb and flow is door into which that very key slots.

Because, overall, it’s that satisfyingly seamless switch between calls and digital conversations, depending on customers’ preferences, that counts the most.

"This is just the beginning for our partnership with LivePerson," said Warren Newbert, CEO of Infinity. "We're already making it possible to attribute calls and ROI to digital conversations, and we're excited to offer even more valuable insights to marketers, sales teams, CX professionals, and contact centers as our partnership progresses. I'm exceptionally excited that Infinity has found the right partner to bring our services to digital conversations"

Kris Wagland, Infinity's Vice President of Partnerships, added a closing note.

"Our partnership and integrated solution with LivePerson enables mutual clients to greatly improve ROI from marketing spend, while optimizing the experiences they deliver at scale for their clients across channels,” said Wagland. “This is a win-win for brands and their customers, and it's indicative of the bold vision we share with LivePerson for the opportunities within the conversational intelligence space."

Learn more about the details of this integration by visiting the LivePerson Marketplace before additional functionalities are rolled out later this year.

Edited by Greg Tavarez
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