In the News

New LivePerson + Infinity partnership equals better personalized digital experiences for brands

logo lockup indicating the LivePerson + Infinity partnership for more personalized digital experiences

On March 13, 2024, LivePerson and Infinity, the award-winning call analytics platform, announced a partnership to help brands create better personalized digital experiences through the power of customer data and conversational intelligence.

The new partnership enables enhanced personalization efforts and drives measurable ROI by making it easy to connect attribution data across voice calls and digital messaging conversation. This bi-directional attribution — inclusive of conversations handled with AI and automation — makes it easier to understand the end-to-end, omnichannel customer journey with a brand.

Building a personalized strategy with omnichannel customer data

Personalization requires a certain knowledge of individual customers and their historical wants and needs. That context allows brands to offer the most relevant content across the entire customer experience, which can lead to better conversions and customer loyalty. Brands can get that needed context for their personalization strategy by connecting the conversational customer data gathered across multiple channels at the individual interaction and aggregate levels, thanks to the LivePerson + Infinity partnership.

Harnessing an omnichannel approach helps brands:

  • Strengthen their visibility into online-to-offline customer service interactions.
  • Optimize marketing spend with improved first-touch attribution data.
  • Better understand factors driving escalation from digital to voice customer interactions.
  • Improve sales and service outcomes through a more personalized customer experience.

“According to LivePerson’s State of Customer Conversations 2024 report, the vast majority of consumers want the option to seamlessly switch between calls and digital conversations depending on their preference in the moment. The combination of LivePerson’s industry-leading digital customer conversation platform and data analytics with Infinity’s powerful call intelligence allows brands to unlock an exciting and high-impact set of data and insights that make conversations across these channels more powerful than ever, accelerating their digital transformation.”

~ Dan Sincavage, Senior Vice President of Global Partnerships at LivePerson

Benefits of personalized digital experiences

Even before the two partners joined forces, LivePerson customers achieved outcomes including up to 25% boosts in customer satisfaction and 30% reductions in operating costs, and Infinity customers achieved up to 45% increases in phone leads and 64% reductions in cost of acquisition.

“This is just the beginning for our partnership with LivePerson. We’re already making it possible to attribute calls and ROI to digital conversations, and we’re excited to offer even more valuable insights to marketers, sales teams, [customer experience] CX professionals, and contact centers as our partnership progresses. I’m exceptionally excited that Infinity has found the right partner to bring our services to digital conversations.”

~ Warren Newbert, CEO of Infinity

Infinity’s Vice President of Partnerships, Kris Wagland, added, “Our partnership and integrated solution with LivePerson enables mutual clients to greatly improve ROI from marketing spend, while optimizing the experiences they deliver at scale for their clients across channels. This is a win-win for brands and their customers — and it’s indicative of the bold vision we share with LivePerson for the opportunities within the conversational intelligence space.”

Ready to create more personalized customer experiences?

The LivePerson + Infinity integration is available for early access clients, with a general release and further functionality to roll out later in 2024.