LivePerson acquires VoiceBase and Tenfold
A unified, deeply integrated voice and conversational AI system will help brands put customers in control of their experiences
LivePerson, Inc., a global leader in conversational AI, announced two major strategic acquisitions: VoiceBase, a leader in real-time speech recognition and conversational analytics; and Tenfold, the world’s most advanced customer engagement platform for integrating communications systems with leading CRM and support services.
Through these acquisitions, three powerful technologies combine to create a unified, AI-enabled system for the customer experience: the superior voice recognition and analytics capabilities of VoiceBase, the advanced voice, messaging and messaging integrations. Tenfold’s CRM, and LivePerson’s conversational AI and asynchronous messaging. Brands can now enable natural, conversational consumer experiences that convey context and continuity across all channels, powered by a single voice desktop and automated messaging experience.
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The acquisition of VoiceBase and Tenfold accelerates LivePerson’s vision to help brands gain full ownership and visibility into engagements in channels of interest to customers, including voice and messaging. These companies are bringing voice intelligence and AI technologies to support LivePerson’s future voice capabilities within its world-class conversational AI messaging platform.
“Brands want to accelerate their use of voice and conversational AI with connective tissue deep in their systems,” said Rob LoCascio, Founder and CEO of LivePerson. “It is a great honor for me to welcome the experts from VoiceBase and Tenfold to the LivePerson family as we build the unified AI system behind 100% of conversations with the world’s most innovative brands.
VoiceBase is a world-class business voice analysis platform, powered by advanced speech recognition technology, that transforms voice and messaging conversations into easily interpreted data and actionable insights. It works with leading brands like Grubhub, Twilio, Delta Dental, UserTesting, and Slice, and offers out-of-the-box integrations with major phone and contact center systems including RingCentral, Genesys, NICE CXone, Avaya, Twilio and now. No one live.
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The combination of LivePerson’s VoiceBase and Conversational AI capabilities gives brands unparalleled visibility into customer intentions, feelings, frustrations and successes from 100% of conversations via messaging and voice, as well as third-party voice, telephone or contact center systems. This insight makes it easier to improve the customer experience, uncover sales opportunities and increase revenue, as well as understand agent productivity and utilization.
“Eighty-six percent of shoppers are willing to pay more for a better customer experience, which means huge opportunities open up for brands as we combine VoiceBase’s voice analytics technology with the cloud.” Conversational and LivePerson’s AI, ”said Walter Bachtiger, Co-Founder and Chief Revenue Officer. of VoiceBase. “We’re excited to team up with a pioneering industry leader who shares our vision for improving conversations through actionable, AI-powered insights. “
Tenfold is a leading customer experience integration platform that enables organizations to modernize customer experience tools without having to replace existing systems. A partner of choice for leading CRM and voice service providers, Tenfold provides tremendous power to transform voice networks or contact center providers without impacting day-to-day operations. Its customers include leading brands such as Wayfair, TransAmerica and Sixt.
With Tenfold, LivePerson messaging becomes available to agents anywhere – integrated into a CRM, on the agent’s desktop, or into the brand’s own integrated systems. As a mixed system independent of the voice platform, the offering will also provide brands with unmatched flexibility to work with any voice provider and complement LivePerson messaging without affecting agent experience and productivity.
“Today marks an exciting day for Tenfold, our employees and our customers as we join LivePerson,” said Jeff Cotten, CEO of Tenfold. “We have solved a difficult challenge by delivering the most relevant data directly into every customer interaction, and with LivePerson, we will extend this model to messaging to deliver a true end-to-end customer experience platform. “
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