Your command center for conversational commerce

LiveEngage gives agents, bots and managers the toolset needed to ensure the seamless management of messaging operations.

Command center for conversational commerce Command center for conversational commerce
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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.

A single place to manage all your conversations

Real-time sentiment to measure conversation health

Our proprietary Meaningful Connection Score (MCS) uses natural language processing and AI to measure consumer sentiment during conversations. MCS determines a positive, neutral, or negative score for each message and conversation based on phrasing, punctuation, frequency and more. It’s an unbiased assessment of an interaction and can be used by managers to intervene on conversations that are going poorly to help preserve the consumer experience. It’s particularly useful for bot managers — helping them to understand where bot optimizations need to be made in addition to flagging which conversations require intervention.

Real-time sentiment to measure conversation health

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.

Smart capacity maximizes agent productivity

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.

Reporting & analytics to gauge ROI and optimize performance

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.

An open platform expands possibilities

Enterprise-grade security

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.

Enterprise-grade security