AI-powered conversational cloud platform LivePerson, the brand responsible for empowering more than a billion B2C conversations, has announced it is making a pair of acquisitions to boost its AI and voice recognition capabilities. By adding startups VoiceBase and Tenfold, LivePerson aims to give its users expanded features to host real-time customer interactions and gather valuable insights.
“Brands want to accelerate their use of Voice and Conversational AI with deep connective tissue into their systems,” LivePerson CEO Rob LoCascio said. “It’s my great honor to welcome VoiceBase and Tenfold’s experts to the LivePerson family as we build the unified AI system behind 100% of conversations with the world’s most innovative brands.”
Since the company was founded in 1995, New York-based LivePerson has focused on creating a software that helps brands and consumers converse. Its cloud-based conversation platform serves as a command center at the core of engaging with consumer inquiries on topics such as order status, product availability, shipping and pickup info, return or replacement products, and more. Its platform is trusted by several industry-leading retailers and brands such as IBM, Backcountry, David’s Bridal, Virgin Atlantic, and RBS.
With VoiceBase, LivePerson aims to upgrade its conversation recording and transcription automation tools. By using AI, natural language processing, and market intelligence tools, VoiceBase helps turn data into insights that turn into great decisions. Its voice analytics software are used by global brands such as Twilio, Delta Dental, Tableau, and Genesys in call centers to make influence business decisions in sales, marketing, and customer service.
With Tenfold, LivePerson expands its reach to new diverse platforms and formats. The acquisition brings new connectivity and integration channels for contact centers to optimize their customer conversations. The tool features several integrations with some of the top CRMs in the industry like Salesforce, Zendesk, ServiceNow, and Microsoft Dynamics 365.
Prior to the acquisitions, VoiceBase and Tenfold each secured investments valuing $31.5 million and $34.6 million respectfully.
“Eighty-six percent of buyers are willing to pay more for better customer experiences, meaning huge opportunities open up for brands as we combine VoiceBase’s speech analytics tech with LivePerson’s Conversational Cloud and AI,” VoiceBase CEO Walter Bachtiger said. “We are thrilled to team up with a trailblazing industry leader that shares our vision for improving conversations through actionable, AI-powered insights.”