LivePerson Recognized in the 2025 Gartner® Competitive Landscape: Digital Customer Service

Rhea-AI Summary

LivePerson (NASDAQ: LPSN) has been featured in Gartner's "Competitive Landscape: Digital Customer Service" report, highlighting the company's position in the evolving digital customer service market. The report emphasizes the industry's shift towards conversation orchestration and channel-less experiences.

LivePerson's platform aligns with key market trends through its open platform approach, focusing on three main areas: omnichannel conversation orchestration, AI-first approach with bring your own LLM flexibility, and composability with API-first architecture. The company's strategy enables integration with existing CRM and CCaaS systems without requiring complete system replacements.

Positive

• Platform offers integration flexibility with existing CRM and CCaaS systems
• Strategic alignment with key market trends in conversation orchestration
• Supports bring your own LLM capability for AI implementation

Negative

• None.

NEW YORK, Sept. 25, 2025 /PRNewswire/ -- LivePerson (NASDAQ: LPSN), a leading provider of trusted enterprise conversational AI and outcome-driven digital transformation, today announced its inclusion in the Gartner "Competitive Landscape: Digital Customer Service" report. In the report, Gartner found that "vendors from the CCaaS, CRM CEC and DCS markets are innovating to support evolving customer engagement needs such as conversation orchestration and channel-less experiences."¹

"The market is evolving beyond siloed channels toward seamless, orchestrated conversations," said John Sabino, CEO of LivePerson. "Our connected experience platform is built for this future, providing an open platform that empowers brands to automate, personalize, and scale engagement across all digital touchpoints."

LivePerson's open platform approach allows enterprises to integrate with existing CRM and CCaaS systems rather than requiring a complete replacement, and the company's strategy aligns with several key market trends:

• Omnichannel Conversation Orchestration: The market is shifting to manage continuous conversations across channels, treating the dialogue rather than the channel as the core unit of interaction.
• AI-first Approach: AI is now fundamental to scaling conversations and enabling automation and personalization. LivePerson's platform supports bring your own LLM flexibility, a key capability noted in the report.
• Composability and Open Platforms: Vendors are emphasizing API-first architectures that allow businesses to build tailored solutions and enhance their existing technology stacks, a core tenet of LivePerson's strategy.

With recent innovations in AI agents and synthetic customers, LivePerson believes it is positioned as a strategic partner for transformation, focusing on tangible business results like measurable ROI, efficiency improvements, and CSAT gains.

Source: Gartner Research, Competitive Landscape: Digital Customer Service, By  Ajit Patankar, Brian Doherty etc., Aug 2025.

GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally and is used herein with permission. All rights reserved. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose

About LivePerson

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, those 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 are the key features highlighted in Gartner's 2025 report about LivePerson (NASDAQ: LPSN)?

The report highlights LivePerson's capabilities in conversation orchestration, channel-less experiences, and open platform approach that integrates with existing CRM and CCaaS systems.

How does LivePerson's AI approach differ from competitors in 2025?

LivePerson offers bring your own LLM flexibility and an AI-first approach focused on scaling conversations and enabling automation and personalization.

What are the main market trends LivePerson (LPSN) is addressing in 2025?

LivePerson addresses three key trends: omnichannel conversation orchestration, AI-first approach, and composability with API-first architectures.

How does LivePerson's platform integrate with existing business systems?

LivePerson uses an open platform approach that allows integration with existing CRM and CCaaS systems without requiring complete replacement.