LivePerson Contact Center

Never frustrate customers by misplacing their inquiries again. LivePerson Contact Center’s built-in ticket management system ensures that all inquires are logged, tracked, routed and resolved.

LivePerson Contact Center offers:

• Multi-channel communications
• Complete integration with your website, including real-time site monitoring
• Sophisticated ticket tracking and management capabilities
• Workflow enhancements to streamline operations

Multiple Communications Channels: One Convenient Interface

LivePerson Contact Center lets you offer your customers multiple options for getting the answers they need quickly and easily, including:

• Live Chat
• LiveCall (Click-to-Talk, Talk-by-PC, inbound calling)
• Email Management
• FAQ Knowledgebase

All channels are fully integrated for escalation and tracking purposes. For instance, visitors can escalate to a live chat from a knowledgebase article, or from a live chat to a phone conversation. And you can track all of their inquires in one place on the Web.

Complete Integration with your Website

LivePerson Contact Center provides a window into your website, letting you watch and react to visitors in real time.

• Real-time monitoring lets you assess, segment and prioritize visitors as they browse your site
• A Campaign Viewer provides real-time insight into all of the marketing activities that drive traffic to your website
• Proactive invitations let you target hot leads and invite them to chat or speak with a product specialist
• Integration with Google Analytics helps you track the ROI of LivePerson Contact Center

Unified Ticket Management and History System

Never frustrate a customer by misplacing their inquiry again. LivePerson Contact Center’s built-in ticket management system ensures that all inquires are logged, tracked, routed and resolved.

• Create tickets for all incoming live chat, voice or email inquiries
• Link all correspondence related to a customer or issue in a single record
• Track issue status to ensure follow-up and resolution
• Schedule follow-up action items that may required to fully resolve the issue
• Hand-off or escalate issues seamlessly

Enhance Internal Workflows

LivePerson Contact Center adapts to your internal workflow and processes, adding a new layer of efficiency to your operations. For instance:

• Route incoming correspondence using rules and conditions that reflect your company’s workflow and processes
• Route incoming chats, LiveCall requests and email to the operators with the right skill set to help visitors using Skill Groups