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LivePerson Goes Platinum

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Posted September 2, 2003 By Staff     Feedback

The New York-based ASP announces a new version of its online customer interaction service designed to integrate chat, e-mail and knowledgebase tools.

LivePerson , an ASP that provides services designed to allow companies to offer real-time online customer interaction, today announced LivePerson Service Edition — Platinum Series, which features integrated chat, e-mail and knowledgebase capabilities through a single interface.

"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," said Tony Pante, senior vice president of marketing and product strategy at LivePerson.

According to LivePerson, the Platinum service integrates LivePerson's live chat application with a secure e-mail response management system, and a knowledgebase and Frequently Asked Questions application.

This new system is designed to allow companies to provide customers with immediate access to online service agents or to funnel inquiries through a self-service knowledgebase followed by the option to escalate to chat and e-mail. LivePerson Platinum tracks an individual customer's interaction history from the knowledgebase to an e-mail and/or chat and compiles their transaction history into a single ticket.

LivePerson Platinum, according to the company, also offers features for companies that need additional security when dealing with online inquiries. Along with its secure e-mail 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 features include the following, according to LivePerson:

  • Reporting capabilities designed to allow call center managers to report on inquiry escalation, first-call resolution rates, operator productivity and other call center-related activity.
  • Flexible routing technology through enhanced Automatic Chat Distribution (ACD) algorithms.
  • Advanced CRM and phone switch integration capabilities.
The service is priced $750 per user, per month. You can also purchase just the e-mail and knowledgebase service for $500 per user, per month or chat only for $500 per user, per month. LivePerson's product offerings also include LivePerson Sales Edition, LivePerson Service Edition and LivePerson Pro for small businesses.

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