LiveEngage gives agents, bots and managers the toolset needed to ensure the seamless management of messaging operations.
A single place to manage all your conversations
Agents and bots work together in a single web-based workspace to handle conversations across all messaging channels. Agents can easily handle multiple messaging conversations at a time from their desktop or mobile device. And with the ability to monitor bot conversations in real time, agents can intervene when necessary to maintain a positive consumer experience and to help improve bot performance over time.
SmartCapacity™ maximizes agent productivity
SmartCapacity™ maximizes productivity by giving agents the ability to handle up to 40 conversations at once. Our proprietary SmartCapacity algorithm analyzes the speed of messages being sent back and forth in each conversation instead of just the total number of conversations to determine an agent’s true capacity. LiveEngage automatically brings conversations in and out of focus based on conversation intensity so that agents aren’t overwhelmed.
Reporting & analytics to gauge ROI and optimize performance
Every aspect of each conversation is tracked within LiveEngage, including the duration, sentiment and CSAT, consumer intents, and even customizable outcomes such as conversions. LiveEngage offers robust out-of-the-box analytics along with the ability to build custom reports that align to your specific KPIs so you can measure the return on your investment. Our reporting also helps optimize agent and bot performance over time while providing invaluable business insights pertaining to customer trends, brand perception, product use cases and more.
An open platform expands possibilities
One size does not fit all. Our open platform, LiveEngage, gives brands the ability to augment and adapt functionality to meet their unique needs. And as the number of applications needed to run a business continues to grow, integration among these systems is critical to running a smooth and efficient operation. LiveEngage makes this all possible with a library of robust APIs, pre-built integrations and SDKs.
LivePerson applications, infrastructure, policies, and procedures have been vetted by some of the most advanced security teams at our Fortune 500 customers. And rest assured, we keep your conversation data secure with encryption in-transit and at-rest and store this information in our top-tier data centers. We use a variety of industry-leading security tools to scan our infrastructure for potential vulnerabilities and weak points. Automated scans are performed daily and monitored by our security operations team.