Analyst coverage and market reports

LivePerson has consistently been recognized as an enterprise leader in digital customer service, conversational AI, generative AI, conversational intelligence, and related categories. Read about market trends and what leading experts have to say about LivePerson.

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Recent LivePerson coverage

Gartner guide

Market Guide for Digital Customer Service & Support

2023

Analysts: David Norrie, Bern Elliott & Steve Blood

This Market Guide identifies LivePerson as a notable vendor in the field of digital customer service. It focuses on solutions that orchestrate seamless conversations across digital channels, enhancing or replacing traditional customer service platforms. The guide serves as a resource for customer service and support technology leaders to evaluate vendors and understand the best digital customer service offerings available.

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Forrester report

Landscape for Digital Customer Interaction Solutions

2024

Analyst: Christina McAllister

This report provides guidance for selecting digital customer interaction solutions (DCISes), essential for orchestrating customer interactions, automating processes with AI, and scaling asynchronous communication. LivePerson is recognized as a notable vendor in this space, helping leaders understand potential benefits and make informed choices based on their specific needs and market focus.

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Gartner Guide

Market Guide for CAI

2024

Analysts: Bern Elliott & Gabriele Rigon

This Market Guide, which includes features as a recognized vendor, reviews the rapidly evolving conversational AI (CAI) market. It is designed to help applications and software engineering leaders navigate this space, evaluate various conversational AI options, and understand current trends in use cases and vendor capabilities.

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Forrester report

Landscape for Conversational AI for Customer Service

2023

Analyst: Max Ball

This report analyzes conversational AI tools for customer service, which can enhance service quality, reduce costs, and improve agent experiences. LivePerson is highlighted as a notable vendor, aiding leaders in understanding the potential value ofconversational AI and making informed decisions based on their specific requirements and market focus.

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Forrester report

Wave for Conversation Automation Solutions for B2B

2024

Analyst: Jesse Johnson

This report evaluates various vendors forB2B revenue marketing, highlighting LivePerson as a strong performer. LivePerson is praised for its distinctive capability to empower marketing, sales, and customer success teams to interact with large corporate data sets via text or voice bots, providing them with real-time insights essential for their roles.

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Forrester report

Landscape for Conversation Intelligence

2023

Analyst: Christina McAllister

This report focuses on conversation intelligence for customer service platforms, which enables the analysis of contact center conversations, automatic scoring of agent interactions, and enhancement of agent workflows. LivePerson is noted as a notable vendor, assisting leaders in understanding the benefits of conversation intelligence and exploring options tailored to their market focus and needs.

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Gartner guide

Market Guide for Conversational Intelligence

2023

Analysts: Uma Challa, Steve Blood & Dan O’Sullivan

This market guide, which includes LivePerson, details speech analytics platforms that facilitate the real-time and post-contact capture and analysis of service and support interactions. It explores key features and current trends in the market, providing customer service and support leaders with the necessary information to assess and select products that best fit their needs.

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Forrester report

How Generative AI Will Transform CRM

2023

Analysts: Kate Leggett & Rowan Curran

LivePerson is featured in this report for its innovative use ofgenerative AI in automating summaries in the Agent Workspace, illustrating practical applications of generative AI in improving front office operations

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Forrester report

The State of Conversational Commerce in US Retail, 2024

2024

Analysts: Sucharita Kodali, Christina McAllister, Nicole Murgia & Julie Ask

This report, featuring insights from LivePerson, analyzes the chat experiences of 100 US retailers across various sectors like fashion, electronics, travel, and quick-service restaurants. It evaluates how well retailers use conversational interfaces to engage customers throughout their shopping journey, helping them find information to make confident decisions.

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Forrester report

Landscape for B2B Conversation Automation

2023

Analyst: Jesse Johnson

This report evaluates B2B conversation automation solutions that help scale real-time audience engagement, orchestrate contextual interactions, and enhance precision and efficiency in lifecycle revenue marketing. LivePerson is featured as a researched vendor, providing leaders with insights to understand the potential value of these solutions and to choose options that best fit their market focus and size.

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Forrester report

Reimagine B2B Events with AI

2024

Analysts: Chantelle Fynn & Conrad Mills

This report recognizes how LivePerson’s AI assistants support marketers by automating tasks and ensuring secure, effective communications, simplifying the deployment of successful event solutions.

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Juniper Research

Conversational Commerce: Business Model Analysis, Value-Added Services & Market Forecasts 2023 – 2028

2023

Analyst: Molly Gatford

This report provides an overview of theconversational commerce market, focusing on how brands can adopt an omnichannel approach to enhance customer experience and increase ROI. LivePerson’s platform is featured and described as “cutting edge,” emphasizing its significant role in shaping market strategies.

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Aragon Research

Globe for Conversational AI 2024

2023

Analyst: Craig Kennedy

Aragon Research Globe™ recognizes LivePerson as a leader in its latest report on conversational AI, highlighting strengths like omnichannel support, no-code bot building with AI, generative AI, a robust partner network, AI-powered analytics, and Managed CCaaS. The report examines 21 major providers, focusing on the expanding use cases of conversational AI driven by advances in generative AI technologies.

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