LivePerson Announces AWS Integration to Unify Voice and Digital Customer Experiences

Rhea-AI Summary

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.

Positive

• 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

Negative

• None.

Insights

Enterprise Software Analyst

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

NEW YORK, Aug. 25, 2025 /PRNewswire/ -- LivePerson (Nasdaq: LPSN), a leading provider of trusted enterprise conversational AI and outcome-driven digital transformation, announced today that it is working with Amazon Web Services (AWS) to integrate Amazon Connect, a unified, AI-native customer experience solution from AWS, with LivePerson's digital contact center. Combining LivePerson's new AI capabilities and conversational intelligence with Amazon Connect will deliver a unified customer service solution.

"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

What is the new partnership between LivePerson and AWS announced in August 2025?

LivePerson announced an integration with AWS to combine Amazon Connect with LivePerson's digital contact center, creating a unified customer service solution that merges voice and digital customer experiences.

How will the LivePerson-AWS integration benefit contact center operations?

The integration enables agents to manage all interactions through a single interface, reduces operational complexity and costs, eliminates separate telephony requirements, and provides AI-supported conversations with seamless handoffs between automation and human support.

What AI capabilities are included in the LivePerson-AWS integration?

The integration includes advanced conversational AI, compatibility with third-party bots, large language models from providers like Microsoft and Google, conversation summarization, specialized AI agents for routing, and LLM-driven insights.

Which messaging channels does the LivePerson platform support after the AWS integration?

The platform supports multiple messaging channels including web, in-app messaging, SMS, WhatsApp, Google RCS, Apple Messages for Business, Line, Facebook Messenger, and KakaoTalk.

How does the LPSN-AWS integration impact customer service analytics?

The integration provides a fully unified conversational intelligence platform that consolidates all customer sentiment and agent performance data from both voice and digital interactions into a single analytics system.