The provider of communications solutions for online sales, marketing and customer service, LivePerson, has announced the release of Timpani, a fully integrated online communications software platform. Timpani will deliver integrated chat, email and self-service knowledgebase capabilities, providing multiple channels for customer interaction and a comprehensive customer history within one unified agent interface.
The Company said it expects to integrate voice interaction within Timpani next year. Timpani is provided on a hosted basis, enabling a low-cost, easy to implement solution with minimal upfront investment.
LivePerson’s real-time analytics engine detects customers in need of sales or service assistance, automatically routes them to the right communication channel at the right time, and thereby raises customer satisfaction levels and increases sales. All channels of the Timpani platform are built on a rules- based architecture. This ensures that customers are guided to the most appropriate channel and most knowledgeable representative.
“Giving businesses the ability to identify customers in need of information or sales assistance, and the ability to direct them to the appropriate communication channel — be it an FAQ script, an email, live chat, or phone support — at the right time provides a level of sophistication to online interaction that can increase both customer satisfaction and sales“, said Robert LoCascio, LivePerson CEO. “We strive to make online interaction more like the experience provided by a skilled in-store representative. Timpani is a major step forward in that evolution “.
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