LivePerson Conversational Cloud

Score8.8 out of 10

108 Reviews and Ratings

What is LivePerson Conversational Cloud?

The LivePerson Conversational Cloud is a contact center solution used to create personalized, connected customer experiences across voice and messaging. The solution balances human agents, intelligent automations, and Conversational AI, across voice and messaging.

Categories & Use Cases

Agent dashboard
Enables agents to track and view their individual and team performance.
Category average: 8.5
Validate callers
Authenticates inbound callers with a customer ID.
Category average: 8.7
Outbound response
Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).
Category average: 8.6

Call scripts
Providing agents with a predefined conversation script.
Category average: 8.4
Multichannel integration
Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media
Category average: 8.3
CRM software integration
Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.
Category average: 8.1

#1 most frequent

Information

23.1%

21 installations of 91

#2 most frequent

Professional, Scientific, and Technical Services

19.8%

18 installations of 91

#3 most frequent

Finance and Insurance

14.3%

13 installations of 91

Verified User

Manager in Corporate (501-1000 employees employees)

Use Cases and Deployment Scope

We use LivePerson to communicate with customers to assist with their customer service and sales needs. We are always looking for a new way to connect with our customers and this is a great way to do so. We also talk to customers over the phone and via email. We are able to reach more customers by having LivePerson.

Pros

Helps make accepting payments and making sales easier.
Provides more options for chat and translation.
Easy to add new agents and get them started.

Cons

There could be more slots for canned messages.
Fonts can change unexpectedly.
Like to better translation options and make it be more seamless.

Return on Investment

We have made more sales because of the ease of completing transactions.
The product is a bit more costly up front so that should be taken into consideration.
It is easier to reach customers on phone and chat so we can make more sales.

Alternatives Considered

Genesys DX

Other Software Used

Mitel MiCollab, Zoom

Joe Peers View profile

Divisional Manager in Sales at Exact Data ConsumerBase (51-200 employees employees)

Use Cases and Deployment Scope

After a small test, we implemented a staggered roll-out over a month in 2016. Even recruitment uses it. Great flexibility to add conference call tracking later and improve reliability steadily. Virtually no downtime in the last 12 months, and great Sugar integration. Lowers downtime, and aids in the identification of miscues in new reps; has introduced some truly invaluable KPIs to us.

Pros

Accurate Number identification across CRM and web
Customizing Call Dispositions
Intuitive historical tracking
"Gamification" of reporting in a team environment adds a nice reward and competition system.

Cons

Inbound calls occasionally pop up late in multi-tab/window environments.
It could be easier to navigate to old calls in the quick view popup.

Return on Investment

Increased outbound productivity - more calls = good.
Earlier catching of mistakes through sophisticated tracking cuts down on turnover.

Other Software Used

Radian6, Sysomos MAP, SugarCRM, IBM SPSS

Rusty Matthews View profile

Supervisory Account Manager in Sales at Wayfair (5001-10,000 employees employees)

Use Cases and Deployment Scope

Tenfold is being used by out department (about 500 employees+). The problems it helps us solve - notes for pertinent info from customers related to pipeline management and ongoing projects with customers. We also use it to track critical time evaluations for each rep and have it report to SFDC. It is an effective tool for live customer info, pipeline management and KPI recording and performance for reps and managers.

Pros

Adding customer information to account and contact levels from the phone call with the customer
Allowing a shortcut to a pipeline management tool in SFDC to monitor sales opportunities
Tack time effectively for time on phone for a rep
Customer service to us a client

Cons

The pop-up window often has a glitch
Rebooting it to show the correct amount of time on a call
Self resolution tips to getting solutions without having to reach out to support teams

Return on Investment

Great for pipeline management
Great for note taking while on the phone with customer, and syncing info to Salesforce
Needs to be less buggy and interact well with other extensions

Other Software Used

Ambition, Calabrio ONE, Google Hangouts

Tanner Meyerhoffer View profile

Business Account Manager in Sales at Wayfair (5001-10,000 employees employees)

Use Cases and Deployment Scope

Tenfold is being used to keep our calls organized with the many different accounts we each have in our book of business individually. It helps keep track of who you are calling within our accounts and let's us take notes right on the pop out so that we know what we talked with each customer about without having to ask them over and over again.

Pros

Logs notes for each individual call
Is very easy to get acquainted with and easy to use
Works with our other systems very well to help keep everything organized without having to go from system to system to get information on calls
Lets you know who is calling so that you can prepare for the conversation you are about to have before you answer the phone

Cons

Not popping up when I am clicking around on a website
Sometimes but not often it doesn't log my call the first time I save it
Staying on one contact when another call comes in but I am working on notes for another customer

Return on Investment

It definitely has helped keep me organized to best help my customers and get them to make purchases because I already know what is going on when they call.
I am sure that I have been able to sell more than the cost of what Tenfold is for me so that is great!
It is a great tool to keep track of customers needs and then you can flip that into taking care of the customer and getting the sale.

Other Software Used

Tenfold

Rick Giddings View profile

Chief Training Officer in Corporate at Exact Data (51-200 employees employees)

Use Cases and Deployment Scope

Tenfold allows our organization to make more dials daily. Their click to dial feature has allowed our team to increase call volume by 37% which has lead to many more sales. It is easy to use and easy to teach. I would highly recommend this product to any mid size company with a sales team making outbound calls.

Pros

Click to dial feature allows a higher call volume per sales rep
Monitor each individuals performance on call volume and activity in your CRM
Ensure your employees are using company time to do company work and not make calls outside of work related environments.

Cons

No cons. Customer service is great
Rarely goes down

Return on Investment

Higher call volume
Identify which inquiry is calling into you with their amazing caller id

Other Software Used

SugarCRM

NiCE CXone

Genesys Cloud CX

Talkdesk

LivePerson Conversational Cloud

What is LivePerson Conversational Cloud?

Categories & Use Cases