LivePerson Launches Click-to-Talk Application for SMB Sector

By Anuradha Shukla

TMCnet Contributing Editor

 

LivePerson, Inc., announced Tuesday the availability of LiveCall, a click-to-talk application that bridges the gap between the online and phone channels for the small and mid-size business (SMB) sector. More than 100 SMB customers have reportedly adopted LivePerson's patent-pending technology that allows website visitors to instantly click to talk with sales representatives or customer service agents, who maintain full visibility into the online session during the phone call.

 

LiveCall adds new capabilities to LivePerson's present multi-channel platform which manages customer interactions across all online channels -- live chat, email and self-service/knowledgebase. The solution offers integration features that supply insight into the context, nature and history of customer inquiries, while interaction tools allow agents to use page-push, co-browse and form-sharing technology to help customers complete their online purchases or resolve service issues.

 

SMBs can use LiveCall to manage customer phone calls with the same ease, efficiency and cost-effectiveness as web-based interactions. LiveCall immediately routes the request of the visitor to the appropriate department or agent in the application's operator console. When the agent accepts the request, the call is automatically activated and connects the customer and agent instantly.

LiveCall's conversion tracking reports deliver insight into completed sales transactions and lead generation by channel, search engine campaigns, such as Google (News - Alert) Adwords and online marketing initiatives.

 

"Combining the best features from both voice and Web channels, LiveCall benefits consumers and SMBs alike," said Robert LoCascio, LivePerson CEO in a press release.

 

 "This blended solution removes geographic borders, connecting businesses and customers across the globe, without cost-prohibitive long distance charges. LiveCall gives consumers instant online access to phone representatives and frees them from the grueling regimen of calling unattended 800-numbers."

 

 For more information visit LivePerson