Click-to-Talk Solution addresses consumer buying concerns.October 19, 2006 -
Timpani Voice helps e-commerce organizations proactively increase conversions from website visitors. Leveraging real-time analytics and business rules, product identifies targeted visitor segments while they are online and brokers immediate connection with telephone agents. Included proactive application, Invite-to-Talk(TM), introduces voice channel to online visitors based on behavioral events such as site navigation and shopping cart abandonment.
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Original Press release
LivePerson
462 Seventh Avenue, 21st Floor
New York, NY, 10018
USA
LivePerson Launches Timpani Voice for Enterprise Clients
Proactive Click-to-Talk Solution Seamlessly Integrates Voice With Online Channel
NEW YORK, Sept. 25 -- LivePerson, Inc. (NASDAQ:LPSN), a provider of online conversion solutions, today announced the introduction of Timpani Voice, an enterprise click-to-talk solution that helps e-commerce organizations proactively address consumer buying concerns and increase conversions from website visitors. Leveraging real-time analytics and business rules, Timpani Voice identifies targeted visitor segments while they're online and brokers an immediate connection with telephone agents, bypassing conventional voice recognition and automated phone menu options.
With the addition of voice to Timpani Sales & Marketing, LivePerson's hosted engagement marketing platform, businesses can deliver a consistent, seamless experience across all sales and service channels: phone, chat, email and self-service. Timpani Voice features Invite-to-Talk(TM), a proactive application that introduces the voice channel to online visitors based on behavioral events such as site navigation and shopping cart abandonment.
"In today's commoditized environment, customer interaction quality is a vital brand differentiator across all industries," said LivePerson CEO Robert LoCascio. "By allowing companies to establish criteria that trigger automatic click-to-talk invitations, Timpani Voice helps sales and service organizations anticipate the needs of their online customers, by proactively offering human assistance to deliver a memorable, seamless cross-channel experience."
"Timpani Voice represents a tremendous value proposition for companies looking to bridge the gap between their call centers and websites," said Brian Bingham, Director Global CRM & Customer Care BPO Research at IDC. "By reserving the voice channel for high-value prospects, and matching these prospects with the appropriate agents, Timpani Voice is an ideal tool for optimizing call center resources and increasing online conversion rates and customer satisfaction."
Online Collaboration Tools -- Combining a configurable business rules engine with online collaboration tools, Timpani Voice prioritizes the availability of the voice channel according to a visitor's profile, previous interactions, current browsing behavior and agent availability. Call center agents maintain visibility into online sessions and can co-browse web pages, guide visitors through the website or checkout process, supply useful information and help customers complete online forms.
Skills-Based Routing Feature -- An ACD/routing system and predictive dialer ensure load balancing and match click-to-talk requests with appropriate skill groups or departments, accelerating the sales cycle and speeding time to resolution. This ensures consumers are automatically connected with agents specifically trained to assist with their session, and allows organizations to optimize their call center resources.
Preserves Existing Telephony Investments and Infrastructure -- Unlike peer-to-peer Voice over Internet Protocol (VoIP) applications, Timpani Voice connects over traditional phone lines, eliminating the need for consumers to download software or use computer-based microphones, speakers or IP-based phone services.
Tracks Channel Performance -- Timpani Voice includes robust reporting capabilities that deliver detailed insight into cross-channel behavior, sales transactions and service operations. Supplying an integrated view of key metrics across channels, these reports and scorecards measure and document incremental lift; compare conversion and performance metrics for visitors exhibiting similar behavior across channels; and reveal trends, agent performance and rules effectiveness.
Availability
Timpani Voice is currently available through LivePerson representatives. For more information, please email sales@liveperson.com or call LivePerson at 1.866.4.TIMPANI.
About LivePerson
LivePerson is a provider of online conversion solutions. Our hosted software enables companies to identify and proactively engage online visitors-increasing sales, satisfaction and loyalty while reducing service costs. Combining web-interaction technology (chat, email and a self-service knowledgebase) with a deep understanding of consumer behavior and industry best practices, LivePerson's Timpani(TM) platform engages the right customer, at the right time, with the right communications channel. This Engagement Marketing platform creates more relevant, compelling and personalized experiences-converting traffic into revenues, and facilitating real-time sales and customer service. More than 4,000 companies including EarthLink, Hewlett-Packard, Microsoft, Qwest and Verizon, rely on LivePerson to help maximize the return on their marketing and e-commerce investments. LivePerson is headquartered in New York City.
CONTACT: Michael Goodwin of LivePerson, Inc., +1-212-609-4282, mgoodwin@liveperson.com
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