Companies today are in possession of a great deal of customer data. One of the biggest problems, however, is connecting this data across telephone and digital channels to create a “big picture” view of the customer.
Digital customer conversation company LivePerson and digital experience solutions provider Infinity recently announced a partnership to help brands better personalize digital experiences through the power of conversational data and intelligence.
The new partnership aims to drive enhanced personalization and measurable ROI by making it easy to connect attribution data across voice calls and digital messaging conversations. This bi-directional attribution — inclusive of conversations handled with AI and automation — makes it easier to understand a customer's end-to-end, omnichannel journey with a brand.
By connecting data across channels at the individual interaction and aggregate levels, brands can strengthen their visibility into online-to-offline engagements, optimize marketing spend with improved first-touch attribution data, understand factors driving escalation from digital to voice, and improve sales and service outcomes through more personalized experiences.
"According to LivePerson's State of Customer Conversations 2024 report, the vast majority of consumers want the option to seamlessly switch between calls and digital conversations depending on their preference in the moment," said Dan Sincavage, Senior Vice President of Global Partnerships at LivePerson. "The combination of LivePerson's industry-leading digital customer conversation platform and analytics with Infinity's powerful call intelligence allows brands to unlock an exciting and high-impact set of data and insights that make conversations across these channels more powerful than ever, accelerating their digital transformation."
In the announcement of the partnership, LivePerson noted that customers have seen benefits including up to a 25% boost in customer satisfaction and a 30% reduction in operating costs, and Infinity said its customers have seen benefits including up to a 45% increase in phone leads and a 64% reduction in the cost of acquisition.
Edited by
Alex Passett
