article
How proactive monitoring prevents enterprise crises before they happen
July 14, 2025 • 3 minutes
Operational excellence has long been a cornerstone of enterprise customer experience. But in today’s real-time world — where service disruptions, cyber threats, and internal outages can spiral in seconds — excellence isn’t just about responsiveness or reactive monitoring. It’s about proactive monitoring and conversational intelligence: catching issues before they become problems and turning alerts into outcomes.
At LivePerson, we’ve built proactive monitoring best practices into the core of our platform through our proprietary Account Health Monitoring tool (AHM). While many vendors tout visibility and alerts, our approach takes it further — empowering brands to act before they even know there’s an issue with early warning performance indicators.
Here’s what that looks like in practice.
More than a platform — a true partner in business operations
LivePerson’s AHM doesn’t wait for a problem to appear. It consistently and proactively monitors customer conversation volume, engagement patterns, and other key metrics like traffic signals across our customers’ ecosystems. When system performance anomalies arise — like a sudden surge in traffic or an unexpected drop in bot replies — it sends proactive monitoring alerts to the right people instantly.
But what makes this monitoring strategy powerful isn’t just the speed or automation of detection. It’s what our teams do with it — taking proactive measures to collaborate with customers in real time, validate those valuable insights, and help them prevent disruption, preserve trust, mitigate risks, and even evolve their operations.
Real-world proof: Implementing proactive monitoring tools for optimal performance
1. Financial services provider averts crisis during cyberattack
When a cyberattack targeted major financial services firms, one customer experienced a sudden flood of inbound conversations. Before the attack even hit the news cycle, our proactive monitoring system flagged the spike and notified key stakeholders.
With this head start, the brand was able to scale its response and reassure members — without missing a beat. Even more importantly, there were zero disruptions on the LivePerson side, reinforcing our role not just as a conversational customer service platform, but as a stability partner during high-pressure moments.
“This is exactly the kind of operational excellence that builds trust,” one stakeholder shared internally. “We knew something was coming — before the world did.”
2. Telecom provider detects outage before their own systems
In another case, a leading telecommunications brand experienced a complete drop in SMS traffic due to a capacity issue with their internal infrastructure. AHM caught it instantly.
Our team validated the alert and notified the customer before they had even noticed. The issue was resolved quickly, but the impact went further — the customer reworked their escalation process based on our detection. That’s customer satisfaction delivered beyond the alert itself.
“You didn’t just find the issue,” the brand told us. “You helped us get better at preventing it.”
Why this matters: Operational excellence that drives outcomes
These stories go beyond support team dashboards and performance issue alerts for timely intervention. They show what happens when proactive monitoring and intelligence is built into the fabric of CX operations:
- Protect customer trust during moments of crisis
- Enhance service uptime, prevent service disruptions, and avoid revenue loss
- Continuously improve how brands engage customers with responses and scale
- Co-own the outcome — not just the uptime
This is the kind of personalized support that defines the new era of customer expectations and experience — one that’s intelligent, responsive, and outcome-driven by design.
The Bottom Line
Operational excellence isn’t static anymore. It’s strategic, whether you focus on the customer support or conversational commerce aspects of your business. And with proactive monitoring solutions like AHM, LivePerson is delivering more than conversational customer service capabilities — we’re delivering partnership, trust, and resilience where it matters most.
