Enable always-on CX for the
Conversational commerce is the best
way to interact with your customers
Texting is the #1 most used way of communication among Americans younger than 50.* Additionally, more than 90% of daily conversations occur in digital messaging channels like SMS, Facebook, and WhatsApp.
Innovative brands are already using conversational experiences to tune into and interact with their customers just as they would a friend. And they’re seeing incredible results like CSAT increases of 20% or higher, up to 2x increases in agent efficiency, up to 4x increases in sales conversion, and material reductions in associate attrition rates.
About the Partnership
As part of our commitment to design, implement, and deliver transformative CX for the world’s most iconic and disruptive brands, we build collaborative and successful relationships with likeminded CX partners. Enter LivePerson, a global leader in conversational commerce solutions.
Through this strategic alliance, brands can now leverage LivePerson’s technology combined with TTEC’s proprietary implementation and operating approach to deliver truly personalized conversational experiences at scale through popular messaging channels including SMS, Facebook Messenger, Apple Business Chat, WhatsApp, and more.
With 35+ years of CX expertise, the world’s most admired companies leverage our technology, strategy, and services to deliver millions of simple, seamless, and satisfying customer experiences every day, and in every way.
TTEC Conversational Commerce
Centers of Excellence
To ensure brands can deliver immediate, highly-relevant experiences worldwide
at scale, we established Centers of Excellence across conversational design,
conversational tuners, bot designers, and systems integration.
AI & Bot
- Agent Training & Onboarding
AI & Conversational
- Conversational Chat Outsourcing at Scale
From personality building and copywriting, to UX, conversation flow, and strategy, our armyof experienced conversational designers are primed for your success. We will work with you to find the right voice, tone, and humor to maximize the impact of messaging for your business. And they will help you to design, preview, and prototype your project, integrate it into your CRM and other systems, and ensure an amazing launch and lucrative progress.
AI & Bot Tuners
After your messaging, bot, or AI technology is up and running, are you ableto incorporate the learnings from their success and failures? Or include feedback directly from your customers? Can you adapt and change as needed to fine tune your ai powered chatbots? TTEC has established a highly scalable Center of Excellence to help you monitor, tune, and perfect your bots.
Having a chatbot or messaging technology is great, but having one that iseffectively integrated into your other key systems is best. At TTEC, we integrate across your CRM, contact center software, and other systems, ensuring you have powerful analytics and accurate data always at your fingertips.
Agent Training & Onboarding
Adding messaging to your customer interaction strategy is one thing. Making sure yourcontact center associates are ready to handle those interactions is another. At TTEC, we train tens of thousands of associates every year — both captive and outsourced — with AI-enabled training simulations, circle coaching, an effective knowledge base, and many other best practices, your associates will drive CSAT up and agent attrition down.
AI & Conversational Knowledge Design
It is difficult to ensure a consistent employee and customer experience when you have static systemsand disparate knowledgebases. At TTEC, our knowledge offerings provide you with best-in-class technology, and our managed services helps ensure your organization maintains efficient and effective knowledge management processes. Our content migration, curation, and creation services ensure that all your knowledge is engaging and relevant to your customers and teams.
Messaging & Chat Outsourcing at Scale
TTEC’s associates enable conversations anytime, anywhere, and on any device. We can provide messageand chat specialists, 24/7, so you can respond to your customers on their schedule. Increase customer loyalty, NPS, and share of wallet using our universal super associates to engage with your customers through messaging channels. With 50,000+ associates across the globe, TTEC offers global scalability with nearshore, offshore, and on shore talent solutions, while ensuring speed to implementation.
Customers using LiveEngage see improved
associate productivity, attrition rates, CSAT, and sales
2x more efficient
Reduction in associate
4x increase in
98% open rates,
greater than email
LiveEngage Conversational Platform
Automation and AI powers LivePerson’s conversational commerce platform, LiveEngage. Bots and AI sit on thefrontlines, fielding basic questions based on behind-the-scenes rules and conditioned learning. And associates take the lead on requests that require a more “human approach” to finding the best possible outcome. Together, AI and associates seamlessly build, manage, and optimize conversational interactions anytime and anywhere, at scale.
The crux of the LivePerson platform begins with the consumer endpoints on the far left and integrations to business systems and other technologies (Including third-party NLU engines) on the far right. LivePerson provides a comprehensive end-to-end platform uniquely designed to help enterprises deliver conversations at scale. The platform allows brands to: build bots, manage agents and conversations, analyze performance, and determine the next best action and route conversations to the best resource using its machine-learning AI engine, Maven.
The ultimate business
case for messaging
Messaging is a preferred channel for real time consumer conversations, CX leaders understand the many benefits, but only a handful of brands offer it. What gives? Messaging platforms helps you create better customer experiences and customer service, and it is one of the only CX technologies that simultaneously lowers cost, increases employee productivity, and improves customer satisfaction. Read this white paper to learn why messaging is an essential channel and next steps on how to add and optimize it in your company's contact centers.Download the White Paper View more messaging resources