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LivePerson

LivePerson Conversational Cloud

Composite Score

7.2 /10

CX Score

7.1 /10

30 Reviews Write a Review

What is LivePerson Conversational Cloud?

Create closer connections with your customers and drive meaningful outcomes, all from one place. Say hello to LivePerson’s Conversational Cloud.

Company Details

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LivePerson Conversational Cloud Ratings

Real user data aggregated to summarize the product performance and customer experience.
Download the entire Product Scorecard to access more information on LivePerson Conversational Cloud.

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

84 Likeliness to Recommend

1
Since last award

87 Plan to Renew

1
Since last award

75 Satisfaction of Cost Relative to Value

2
Since last award

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Emotional Footprint Overview

Product scores listed below represent current data. This may be different from data contained in reports and awards, which express data as of their publication date.

+77 Net Emotional Footprint

The emotional sentiment held by end users of the software based on their experience with the vendor. Responses are captured on an eight-point scale.

How much do users love LivePerson Conversational Cloud?

2% Negative

17% Neutral

81% Positive

Pros

Respectful
Security Protects
Includes Product Enhancements
Enables Productivity

Cons

Under Delivered

Feature Ratings

Average 79

Application Programming Interface

Scheduled Availability

Multi-channel

Workflow Processing

Wayfinding

Leads Generation

Voice or Text Input

Personalized Service

Translation

Natural Language Processing

Learning and Adaptability

Vendor Capability Ratings

Average 78

Ease of Implementation

Usability and Intuitiveness

Vendor Support

Ease of Customization

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Data Integration

Breadth of Features

Quality of Features

Business Value Created

Availability and Quality of Training

LivePerson Conversational Cloud Reviews

Mahesh C.

Role: Operations
Industry: Telecommunications
Involvement: Business Leader or Manager

Validated Review

Verified Reviewer

Submitted Apr 2024

Best conversational AI platform on the market

Likeliness to Recommend

10 /10

What differentiates LivePerson Conversational Cloud from other similar products?

It has all the features you need to backbone your Customer support, pricing is also fair. It is easy to use, good UI. Seamless customization and integration It is more dynamic and make conversation for your customers personlized

What is your favorite aspect of this product?

It offers digital first customer conversation for better scale, results and engagements.

What do you dislike most about this product?

Trust me it was very frightening to use at first, but slowly we understood the product and their team helped us a lot.

What recommendations would you give to someone considering this product?

I highly recommend this product to anyone who wish to receive 5 stars in customer communication. I know big brands are already using liveperson. This tool is essential for your business and customer support

Pros

Helps Innovate
Continually Improving Product
Reliable
Performance Enhancing

Ahmed S.

Role: Information Technology
Industry: Government
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Economical, intuitive and customizable tool

Likeliness to Recommend

8 /10

What differentiates LivePerson Conversational Cloud from other similar products?

A very powerful integration layer, numerous integration channels, and the conversational AI capabilities which being continuously enhanced.

What is your favorite aspect of this product?

The strong knowledge base and self learning tools.

What do you dislike most about this product?

Sometimes the support is not as responsive as it should be considering the nature of the domain it serves.

What recommendations would you give to someone considering this product?

Understand the licensing model which could be based on the number of users or number of conversations and carefully select the one most economical for you.

Pros

Helps Innovate
Reliable
Performance Enhancing
Enables Productivity

Siba P.

Role: Information Technology
Industry: Healthcare
Involvement: IT Leader or Manager

Validated Review

Verified Reviewer

Submitted Nov 2023

Easy to use but may want to revise the pricing

Likeliness to Recommend

8 /10

What differentiates LivePerson Conversational Cloud from other similar products?

Easy implementation and COT solution

What is your favorite aspect of this product?

Skill based routing and API integration

What do you dislike most about this product?

Nothing NA

What recommendations would you give to someone considering this product?

To add more AI/ML capabilities OOTB

Pros

Acts with Integrity
Continually Improving Product
Reliable
Performance Enhancing

Cons

Under Delivered

How We Deliver

LivePerson Conversational Cloud

What is LivePerson Conversational Cloud?

Company Details

Need Assistance?

LivePerson Conversational Cloud Ratings

84 Likeliness to Recommend

1 Since last award

87 Plan to Renew

1 Since last award

75 Satisfaction of Cost Relative to Value

2 Since last award

Emotional Footprint Overview

+77 Net Emotional Footprint

How much do users love LivePerson Conversational Cloud?

Pros

Cons

Feature Ratings Average rating of all product features, some of which may not be shown below

Application Programming Interface For more customized needs, the chatbot may have an API which would allow an in-house developer to access features of the chatbox.

Scheduled Availability The ability to schedule when the chatbot will be available, if its role is to augment a service desk on an after hours basis.

Multi-channel Supports live chat, mobile app, powerbot and messenger

Workflow Processing By leveraging the chatbot’s AI capabilities, the intelligent routing of data across an organization, based on pre-defined parameters of a workflow.

Wayfinding Allows the chatbot to act as a site’s search engine, in addition to a text-based search field, and have access to a service desk’s service catalog.

Leads Generation The chatbot can take its interaction as input as a possible new sales lead, for follow-up by an organization’s business development office.

Voice or Text Input Chatbot interaction through audible (voice) or text (keyboard) input.

Personalized Service In conjunction with CRM integration, or through the use of browser cookies, the chatbot can be configured to deliver a more personalized service to the client.

Translation Supports automatic translate to multiple languages.

Natural Language Processing Allows chatbot to “understand” voice/text inputs relayed by a human in conversational vernacular, and be able to process & relay feedback in natural speech.

Learning and Adaptability The chatbot should have the ability to learn the characteristics of the human with whom it is interacting. This can include speech nuances.

Vendor Capability Ratings Average rating of all vendor capabilities, some of which may not be shown below

Ease of Implementation Successfully implementing new software is necessary to realize its full value and promote end user adoption. This data indicates whether or not the product is easy to implement.

Usability and Intuitiveness End user learning curves cost the organization money. Pay attention to your end users' technical ability to determine how important UX is in your purchase.

Vendor Support The importance of vendor support will vary for each organization depending on internal capabilities, but there will always be issues that only the vendor can resolve.

Ease of Customization Don't get bogged down in a difficult customization; use this data to make sure you can easily achieve the functionality you need for your particular situation.

Ease of IT Administration This data indicates whether IT personnel will be able to resolve issues and perform configurations efficiently and effectively.

Product Strategy and Rate of Improvement Vendors who don't stay on top of emerging needs and trends won't enable you to meet your business goals. Use this data to separate innovators from imposters.

Ease of Data Integration Use this data to determine whether the product will cause headaches or make data integration easy.

Breadth of Features Users prefer feature rich software that enables them to perform diverse series of tasks. This data expresses user satisfaction with the product's breadth of features.

Quality of Features Feature quality is just as important as quantity. Use this data to determine if this product will do what you're purchasing it to do, easily, intuitively, reliably, and effectively.

Business Value Created Software needs to create value for employees, customers, partners, and, ultimately, shareholders. This data expresses user satisfaction - or lack thereof - with the product's business value.

Availability and Quality of Training Effective and readily available training enables users to get the most out of the software you've chosen. Use this section to make sure your vendor's training programs and materials measure up.

LivePerson Conversational Cloud Reviews

Mahesh C.

Best conversational AI platform on the market

Likeliness to Recommend

Pros

Ahmed S.

Economical, intuitive and customizable tool

Likeliness to Recommend

Pros

Siba P.

Easy to use but may want to revise the pricing

Likeliness to Recommend

Pros

Cons

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Title

1
Since last award

1
Since last award

2
Since last award

Feature Ratings

Application Programming Interface

Scheduled Availability

Multi-channel

Workflow Processing

Wayfinding

Leads Generation

Voice or Text Input

Personalized Service

Translation

Natural Language Processing

Learning and Adaptability

Vendor Capability Ratings

Ease of Implementation

Usability and Intuitiveness

Vendor Support

Ease of Customization

Ease of IT Administration

Product Strategy and Rate of Improvement

Ease of Data Integration

Breadth of Features

Quality of Features

Business Value Created

Availability and Quality of Training