LivePerson Announces AWS Integration to Unify Voice and Digital Customer Experiences
LivePerson (NASDAQ: LPSN) has announced a strategic integration with Amazon Web Services (AWS) to combine Amazon Connect with LivePerson's digital contact center platform. This integration creates a unified customer service solution that merges voice and digital customer experiences.
The partnership enables contact center agents to manage all interactions through a single interface while leveraging AI-supported conversations and seamless transitions between automated systems and human support. The solution includes advanced conversational intelligence for both voice and digital channels, eliminating separate telephony requirements and reducing operational complexity.
Key features include seamless cross-platform connectivity, support for multiple messaging channels, integrated conversational AI compatibility, and enterprise-grade generative AI capabilities such as conversation summarization and LLM-driven insights.
LivePerson (NASDAQ: LPSN) ha annunciato una integrazione strategica con Amazon Web Services (AWS) per combinare Amazon Connect con la piattaforma di contact center digitale di LivePerson. Questa integrazione offre una soluzione di assistenza clienti unificata che integra l'esperienza vocale e digitale.
La partnership permette agli agenti dei contact center di gestire tutte le interazioni da un'unica interfaccia, sfruttando conversazioni supportate dall'IA e transizioni fluide tra sistemi automatizzati e supporto umano. La soluzione include avanzate capacità di intelligenza conversazionale per canali vocali e digitali, eliminando la necessità di infrastrutture telefoniche separate e semplificando le operazioni.
Le funzionalità principali comprendono connettività cross-platform senza interruzioni, supporto per più canali di messaggistica, compatibilità con AI conversazionale integrata e capacità enterprise di generative AI come la sintesi delle conversazioni e insight guidati da LLM.
LivePerson (NASDAQ: LPSN) ha anunciado una integración estratégica con Amazon Web Services (AWS) para unir Amazon Connect con la plataforma de centro de contacto digital de LivePerson. Esta integración crea una solución de atención al cliente unificada que fusiona las experiencias de voz y digitales.
La asociación permite a los agentes del centro de contacto gestionar todas las interacciones desde una única interfaz, aprovechando conversaciones respaldadas por IA y transiciones fluidas entre sistemas automatizados y soporte humano. La solución incluye inteligencia conversacional avanzada para canales de voz y digitales, eliminando requerimientos telefónicos separados y reduciendo la complejidad operativa.
Las características clave incluyen conectividad multiplataforma sin fricciones, soporte para múltiples canales de mensajería, compatibilidad con IA conversacional integrada y capacidades empresariales de generative AI como la resumen de conversaciones y conocimientos impulsados por LLM.
LivePerson (NASDAQ: LPSN)는 Amazon Web Services (AWS)와의 전략적 통합을 발표하여 Amazon Connect를 LivePerson의 디지털 컨택센터 플랫폼과 결합했습니다. 이번 통합으로 음성과 디지털 고객 경험을 하나로 묶는 통합 고객 서비스 솔루션이 구축됩니다.
이번 파트너십을 통해 컨택센터 상담원은 단일 인터페이스에서 모든 상호작용을 관리할 수 있으며, AI 지원 대화와 자동화 시스템과 인간 지원 간의 매끄러운 전환을 활용할 수 있습니다. 이 솔루션은 음성 및 디지털 채널 모두를 위한 고급 대화형 인텔리전스를 포함해 별도의 전화 인프라 필요성을 없애고 운영 복잡성을 줄입니다.
주요 기능으로는 플랫폼 간 원활한 연결성, 다중 메시징 채널 지원, 통합 대화형 AI 호환성 및 대화 요약과 LLM 기반 인사이트 같은 엔터프라이즈급 생성 AI 기능이 포함됩니다.
LivePerson (NASDAQ: LPSN) a annoncé une intégration stratégique avec Amazon Web Services (AWS) visant à associer Amazon Connect à la plateforme de centre de contact numérique de LivePerson. Cette intégration crée une solution de service client unifiée réunissant les expériences vocales et digitales.
Le partenariat permet aux agents du centre de contact de gérer toutes les interactions depuis une interface unique, en tirant parti de conversations assistées par l'IA et de transitions fluides entre systèmes automatisés et assistance humaine. La solution inclut une intelligence conversationnelle avancée pour les canaux vocaux et numériques, supprimant les besoins téléphoniques séparés et réduisant la complexité opérationnelle.
Parmi les fonctionnalités clés figurent une connectivité multiplateforme transparente, le support de plusieurs canaux de messagerie, la compatibilité avec l'IA conversationnelle intégrée et des capacités de generative AI de niveau entreprise telles que la synthèse de conversations et les insights pilotés par LLM.
LivePerson (NASDAQ: LPSN) hat eine strategische Integration mit Amazon Web Services (AWS) bekannt gegeben, bei der Amazon Connect mit der digitalen Contact-Center-Plattform von LivePerson kombiniert wird. Diese Integration schafft eine einheitliche Kundenservice-Lösung, die Sprach- und digitale Kundenerlebnisse zusammenführt.
Die Partnerschaft ermöglicht es Contact-Center-Agenten, alle Interaktionen über eine einzige Oberfläche zu verwalten und dabei KI-gestützte Gespräche sowie nahtlose Übergänge zwischen automatisierten Systemen und menschlichem Support zu nutzen. Die Lösung umfasst fortschrittliche konversationelle Intelligenz für Sprach- und digitale Kanäle, beseitigt separate Telefonieanforderungen und verringert die operative Komplexität.
Zu den Hauptmerkmalen zählen durchgängige plattformübergreifende Konnektivität, Unterstützung mehrerer Messaging-Kanäle, integrierte konversationelle KI-Kompatibilität sowie Enterprise-fähige Generative-AI-Funktionen wie Gesprächszusammenfassungen und LLM-basierte Erkenntnisse.
- Integration reduces operational complexity and costs through unified platform
- Enables seamless transitions between automated systems and human support
- Provides comprehensive analytics across both voice and digital interactions
- Offers enterprise-grade generative AI features and multi-channel support
- None.
Insights
LivePerson's AWS integration enhances competitive positioning in contact center solutions, potentially driving adoption and reducing customer churn.
LivePerson's integration with Amazon Connect represents a strategic enhancement to its contact center capabilities that addresses several critical industry pain points. By unifying voice and digital channels through Amazon Connect integration, LivePerson is directly attacking the fragmentation problem that plagues contact centers, where agents typically toggle between 8-12 different applications.
This partnership creates a differentiated offering in the competitive Contact Center as a Service (CCaaS) market, where NICE, Genesys, and Five9 dominate. The integration specifically tackles three key customer concerns: agent retention (by simplifying their workflow), increased self-service (through better AI orchestration), and reduced cost-to-serve (by eliminating separate telephony requirements).
From a market positioning perspective, this move aligns LivePerson more closely with enterprise cloud infrastructure, potentially opening doors to AWS's extensive customer base. The technical integration delivers value through: 1) a unified agent interface that reduces cognitive load, 2) seamless handoffs between AI automation and human agents, 3) consolidated analytics across voice and digital channels, and 4) implementation without disrupting existing workflows.
For LivePerson specifically, this addresses a competitive weakness in voice capabilities while leveraging their strength in digital channels. By creating interoperability with Amazon Connect, they potentially reduce customer churn by enabling customers to build customized stacks rather than being forced into all-or-nothing platform decisions - a smart defensive move in an increasingly competitive space.
CX leaders looking to improve agent retention while increasing self-service with lower cost-to-serve will benefit from the newly integrated CCaaS platform
"Leveraging Amazon Connect for their contact center needs will give CX leaders immediate access to a unified platform that drives unparalleled efficiency and elevates customer satisfaction," said John Sabino, LivePerson CEO. "This integration is another piece of LivePerson's strategy to give our customers the flexibility to build their dream CX tech stack with LivePerson at the core, connecting and orchestrating conversations."
The LivePerson and Amazon Connect integration will enable contact center agents to manage all interactions through a single interface while leveraging AI-supported conversations and seamless handoffs between automation and human support. Advanced conversational intelligence from LivePerson for both voice and digital will give brands a clear view of actionable data. By eliminating separate telephony requirements, businesses can significantly reduce operational complexity and costs while scaling their customer service operations more efficiently.
"By combining LivePerson's digital contact center with Amazon Connect, we're creating seamless transitions between automated systems and human support to enhance customer service experiences," said Rich Geraffo, vice president and managing director of AWS North America. "Our shared customers can now leverage Amazon Connect's robust AI-native cloud contact center capabilities alongside LivePerson's advanced conversational AI. This integration creates more connected, efficient, and personalized interactions for both customers and agents."
With LivePerson, brands benefit from digital and AI capabilities that include:
- Seamless connectivity across platforms, offering a cohesive workspace, integrated analytics, and an orchestration layer that spans all communication channels — all implementable without disturbing current investments in customizations, workflows, or infrastructure from either platform
- A comprehensive digital toolkit supporting a wide array of channels, such as web, in-app messaging, SMS, WhatsApp, Google RCS, Apple Messages for Business, Line, Facebook Messenger, KakaoTalk, and others.
- Integrated conversational AI, compatibility with third-party bots, and large language models from prominent providers, including Microsoft, Amazon, and Google.
- A fully unified conversational intelligence platform for both voice and digital interactions, designed to consolidate all customer sentiment and agent performance data from any voice or digital provider.
- Availability of enterprise-grade generative AI features, including conversation summarization, agent support tools, specialized AI agents for routing and data gathering, and LLM-driven insights from the omnichannel intelligence suite.
Visit www.liveperson.com to see how enterprises benefit from LivePerson's digital expertise, framework for transformation, and cutting-edge AI technology.
About LivePerson, Inc.
LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world. Learn more at liveperson.com.
Forward-Looking Statements
Statements in this press release regarding LivePerson that are not historical facts are forward-looking statements and are being made pursuant to the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. Forward-looking statements are subject to risks and uncertainties, and actual events or results may differ materially from our expectations. Some of the factors that could cause events or results to differ from our expectations include, without limitation, our ability to execute on and deliver our current business, sales, go-to-market and product plans and goals, and the other factors described in the "Risk Factors" sections of our Annual Report on Form 10-K for the year ended December 31, 2024, filed with the SEC on March 14, 2025 and our Quarterly Reports on Form 10-Q including for the quarter ended June 30, 2025, filed with the SEC on August 13, 2025. Readers are cautioned not to place undue reliance on these forward-looking statements, which speak only as of their dates.
Media Contact:
Riah Lawry
pr@liveperson.com
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SOURCE LivePerson, Inc.
FAQ
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