TTEC Holdings, Inc. (NASDAQ: TTEC) and LivePerson, Inc. (NASDAQ: LPSN) announced a strategic partnership to redefine the customer experiencewith digital engagement, messaging, and AI-driven automation.
The TTEC-LivePerson partnership brings together two customer experience pioneers to help brands improve NPS and CSAT while also reducing friction and accelerating customer experience and digital transformation. It enablesconversational commerce, which gives consumers a way to ask questions, make purchases and get help through their favorite messaging apps. Today more than 4 billion consumers already use messaging and 470 million new users are expected to join them by 2021. The partnership will help brands:
Offer customer interactions in consumers' messaging channels of choice
Transform contact centers into digitally enabled customer experience hubs
Deliver high-impact, personalized customer experiences at scale with messaging and AI
LivePerson's conversational commerce platform LiveEngage® enables customer experience hubs to leverage AI to manage both bot and associate conversations from any messaging channel, including the billions of customers using SMS, Facebook Messenger, Apple Business Chat, WeChat, WhatsApp, and more. TTEC is operationalizing this platform with its conversational messaging center of excellence, consisting of conversational designers, AI/bot developers, conversation analysts and tuners, data scientists, solution architects and brand ambassadors in concert with clients at all of TTEC's 100 customer experience hubs across six continents.