Product Features & Comparison Chart

Review the table below to compare LivePerson Pro and LivePerson Contact Center.

With LivePerson’s flexibility and scalability, you are assured a solution that grows with your business, and upgrades are simple and seamless.

Platform Features LivePerson Pro LivePerson Contact Center Communication Channels Live Chat»[more details] Provide online personalized assistance to hot leads and valued customers in real time. LiveCall»[more details] Bridge the gap between your website and phone channel. LivePerson offers three options for your visitors to reach an operator: Click-to-Talk, Talk-by-PC and Inbound Calling.   Email Management»[more details] Satisfy customers by responding quickly to their emails, and lower operating costs at the same time.   Self-Service Knowledgebase»[more details] Self-service at its best. Let visitors find answers to their questions online.   Cross-Channel Support Integrated Agent Console»[more details] Provides a single user interface for all channels: chat, voice, email and knowledgebase. Unified Customer History Stores all interactions with a customer in a single location, making it easy for an agent to access.   Seamless escalation path/automatic visitor detail transfer Visitors can easily escalate from one channel to another (i.e. from chat to click-to-talk). All visitor details are sent to the agents, giving them instant insight into the visitors’ issues.   Ticket Management System Track, manage and schedule follow-up to all customer inquiries you receive. Track inquires by customer, as well as by issue.   Multi-channel invitation Give your visitors a choice in how to interact with you. Live chat and click-to-talk are both available from a single invitation.   Channel Analytics/ROI Assessment Google Analytics Integration»[more details] Integrate your LivePerson metrics with the powerful Google Analytics Reporting Engine. LiveAnalytics for Web Traffic Generate accurate reports that deliver a complete view of your Web traffic and visitor activity. LiveAnalytics for Conversion Tracking»[more details] A unique combination of website and offsite (live chat and phone) conversion data to measure the true ROI of your online marketing campaigns. Visitor Interface Customized/branded buttons, invitations and chat windows Customize live chat and LiveCall graphics with your company’s logo, tagline and colors. Dynamic invitation text Customize invitation text based on visitor attributes. For instance, send chat invitations that offer the assistance of a laptop specialist to visitors on your laptop product pages. Multiple Language Support Display LivePerson system messages (invitations, wait times, etc.) in the native language of the visitor. Security McAfee Secure chat session»[more details] Give visitors peace-of-mind when they chat. LivePerson is the only chat service that is fully McAfee Secure certified. Data Encryption»[more details] All LivePerson chat interactions use industry-standard 128-bit SSL encryption to prevent unauthorized access to your data. Network security»[more details] A dedicated Network Operations Center (NOC) uses the highest level of security to monitor all network activity on a 24/7 basis. Deployment and Technology Easy deployment (SaaS) with FREE upgrades Delivered on demand, our hosted solutions offer lower deployment costs, lower costs of ownership and simpler free upgrades than packaged or on-premises software. High availability (99.95% uptime) LivePerson's servers are designed and maintained with the highest standards in the industry. As a result, customers enjoy a 99.95% uptime. Integration with other Web applications»[more details] Easily integrate the Agent Console with other Web-based applications such as Customer Billing, CRM, SFA, etc. Skill-based routing of chats, calls and incoming emails Organize your agents into skill groups that reflect the various departments, websites or products of your company. Inquiries relating to a specific topic will be routed to the designated skill group automatically. Agent user permissions Define users (agents) into two separate groups—administrators and operators—and assign rights and permissions based on their designated classification. CRM Integration Salesforce.com»[more details] LivePerson for Salesforce blends the functionality of this CRM tool with live chat, creating a seamless online sales and customer support solution. Eliminate duplicate data entry and toggling between applications. NetSuite »[more details] LivePerson’s integration with NetSuite eliminates duplicate data entry and time-consuming switching between screens. Others»[more details] LivePerson integrates with other Web-based CRM systems. You can automatically log-in, perform searches, display customer history and export chat transcripts in XML format directly into your CRM. Free Support and Training 24/7 technical support Step-by-step deployment modules Self-Service Rollout Guides provide a step-by-step process that lets you implement your LivePerson solutions quickly and easily. Web-based training modules Self-paced training modules let all your agents become LivePerson power users. Webinars on products and e-selling Stay up-to-date with key e-selling trends with free, on-demand webinars created and presented by LivePerson Training Experts. Pricing Click here

Live Chat () and LiveCall () Features LivePerson Pro LivePerson Contact Center Engaging Visitors Click-to-chat/talk buttons Let visitors initiate requests to chat or talk whenever they need help. Place buttons on all site pages to solicit as many chats and calls as possible. Proactive invitations»[more details] Reach out to targeted visitors and hot leads manually or using business rules. Dynamic invitation text Customize invitation text based on visitor attributes. For instance, send invitations that offer assistance from a laptop specialist to visitors on your laptop product pages. Pre-chat/call survey Gather data about visitors and their questions prior to the start of a chat or call so that you can route them to the appropriate skill group. Post-chat/call survey Track customer satisfaction, ask visitors to opt in to your online newsletters, or gather feedback about products and promotions. Customize the survey to your unique needs. Operator Survey Use Operator Surveys to qualify leads and to note interesting issues about the chat or call. Offline Survey Capture offline opportunities: Enable visitors to send questions to agents, or request a Scheduled Callback, when no operators are available. Queue placement indicator/voice wait time Enhancing Visitor Experience Co-Browsing/Push Page»[more details] Guide visitors through your site and point out fields and sections on a page. If visitors can’t find a page on their own, push the URL directly into their browser. Joint form-fill Provide hands on assistance to visitors who are completing complex forms. Star Rating»[more details] A unique rating system that measures the actual quality and availability of the chat-based customer service you provide on your website. Scheduled Callback Let customers choose a date and time during your business hours that’s convenient for them to receive a call back from one of your agents. Agent Productivity Tools Operator Alerts Flag high priority visitors and campaign recipients. Page Preview Determine which visitors to engage based on their click-through behavior or shopping cart value. Canned answers Save time and ensure accuracy of responses to visitors using pre-written Canned Answers and pre-specified HTML pages. Knowledgebase integration Access Knowledgebase articles while chatting with a visitor or responding to an email. Include relevant articles (or the links to the articles) in a chat or email. Hot-key shortcuts Create hot-key shortcuts for frequently used canned answers, including greetings. Chat and call transfer Transfer chats or calls from one agent to another if visitor needs to escalate to a supervisor or to another department. Operator Snapshot Let agents view their colleagues' online status and availability to take additional chats or phone calls. Block abusive chatters Prevent abusive visitors or automated robots from entering into chat or voice conversations by blocking their IP addresses. Campaign Optimization Campaign Viewer»[more details] Get real-time insight into all marketing activities that drive traffic to your website, including search engines and paid and organic search terms. Real-time visitor info »[more details] View in real time or capture for later analysis a wealth of information about your visitors as they browse your site. Segment visitors based on a wide variety of attributes and prioritize whom to engage. Geolocation See the IP address, city and country of visitors to your site. Use geolocation information in Operator Alerts to automatically flag high priority visitors, and to detect fraud. Agent Assessment & Development Agent Performance Report Assess agent performance by tracking key metrics such as service queues, agent productivity, call activity and call handle times. Chat Transcript Search Monitor visitor reaction to your site and product line, and audit the quality of support provided by your agents. Search and view the full transcript and all details of your live chat sessions. Missed Calls Report Get comprehensive information on missed or cancelled calls. Private Messaging Exchange messages in chat between agents and administrators for training and coaching purposes. All conversations are transparent to visitors.

Email Management Features LivePerson Contact Center Workflow Rules and conditions Customize your Email Management System to your internal workflows and processes. Rules and conditions route incoming emails and tickets to designated departments or personnel. Ticket tracking and scheduling follow-up All incoming emails are assigned a unique ticket ID number, and require follow-up action, ensuring that no customer inquiry falls through the cracks. Auto-acknowledgment of incoming emails Auditing and monitoring Automatically alerts the system administrator when tickets aren’t handled correctly. Rules and conditions send alerts based on a wide variety of customer-selected criteria. Productivity Enhancement Web forms Increase first-contact resolution: Use forms to prompt visitors for all required data points needed to resolve an issue. Web forms also help control spam by hiding your customer service email address. Canned responses Save time using pre-written Canned Answers and pre-specified HTML pages. A simple click of the mouse lets the agent add the content to an email response. Knowledgebase integration Access Knowledgebase articles while responding to an email. Include relevant articles (or the links to the articles) in the outbound email. Personalization macros Make it easy for agents to personalize email messages with the customer name, account number, request ID and more. Merge multiple tickets/act on multiple tickets at once Link similar tickets to one master ticket for easy ongoing management. Update, transfer and reassign multiple tickets at once. Email customer satisfaction survey Track customer satisfaction and identify areas for improvement with satisfaction surveys. Technology Platform Attachments Policy Set the attachment policy to meet your company’s standards. If your company doesn’t accept attachments to emails, the system will automatically strip all attachments from incoming messages, and inform the senders. Integrated spam filter»[more details] Eliminate over 97% of your spam emails with LivePerson’s state-of-the-art spam detection center LivePerson Email Management System includes a host of other powerful capabilities that enable you to deliver fast, accurate responses to email and Web form inquiries.

Self-Service Knowledgebase Features LivePerson Contact Center Dynamic FAQ display Display documents in order by how frequently they’re selected by visitors. High performance search engine with natural language search Provide fast and accurate responses with a natural language deep processing search engine. Category/product classification of articles Create an unlimited number of category, subcategory level and products. Organize articles by categories, products or both. Segment external audience Make part or all of your knowledgebase external facing to serve as the front line of customer care. Segment internal audience Restrict all or part of your knowledgebase to employees, letting it serve as an Intranet. Seamless escalation to email, chat or LiveCall Enable visitors to escalate from knowledgebase to a live chat or call if they’re unable to find the answers they need. Knowledgebase import Makes it easy to populate your Knowledgebase with existing articles and documents. LivePerson Knowledgebase includes a host of other powerful capabilities to empower your customers to help themselves through self-service searches.