LivePerson Extends Customer Service Solution

Customer service ASP LivePerson Inc. Tuesday unveiled LivePerson Service Edition — Platinum Series, a fully integrated chat, email and knowledge base solution.

“LivePerson Platinum allows clients to manage all online customer communications through a single, easy-to-use interface,” said Tony Pante, Senior Vice President of Marketing and Product Strategy at LivePerson. “This is a logical progression for the LivePerson product line as we leverage our expertise in real-time communication and move toward a complete solution for our clients’ online communication needs.”

LivePerson Platinum integrates LivePerson’s flagship live chat application with a secure email response management system and a knowledge base and Frequently Asked Questions (FAQ) application. This system allows companies to provide customers with immediate real-time access to online customer service agents or to funnel customer inquiries through a self-service knowledge base, followed by the option to escalate to chat and email. LivePerson Platinum tracks an individual customer’s interaction history from the knowledge base to an email and/or chat and compiles the transaction history into a single ticket.

Also available through LivePerson Platinum are enhanced security features for companies that need additional security when dealing with online inquiries. Along with a secure email platform, LivePerson offers clients 128-bit SSL encryption of all customer interactions, single sign-on capability across different applications and triple DES encryption of all stored data, enabling LivePerson to comply with all financial and healthcare privacy and security regulations.

Additional functionality includes robust reporting capabilities, flexible routing technology and advanced CRM and phone switch integration capabilities.

LivePerson’s ASP product portfolio includes LivePerson Sales Edition, LivePerson Service Edition, LivePerson Service Edition — Platinum Series and LivePerson Pro for small businesses.

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