Quadrant Knowledge Solutions has named LivePerson the 2022 Leader in its SPARK Matrix analysis of the Digital-First Customer Service Solutions market. This recognition highlights LivePerson’s leadership in both technology and customer success, further cementing its position as a global leader in Conversational AI.
Using its SPARK Matrix, Quadrant provides strategic information for brands to evaluate vendor capabilities, competitive differentiation, and market position. LivePerson was ranked #1 out of 19 digital-first customer service solutions vendors. The rankings are based on two main criteria: Technology Excellence and Customer Impact, and LivePerson earned the highest scores for both.
According to Pranjal Singh, an Analyst at Quadrant Knowledge Solutions, “LivePerson is well-positioned to expand its share in the global digital-first customer service solutions market.” The firm highlighted the following as differentiators setting LivePerson ahead of its competitors:
- Providing a comprehensive AI solution that helps organizations save time and cost on customer service and commerce. The company’s components and features are packaged together to provide maximum flexibility and work seamlessly.
- Building a true chat and messaging platform where the company’s natural language processing (NLP) AI engine understands consumer intent and behaviors in the natural flow of conversations, while the machine learning (ML) models understand intent and automatically correct and create personalized and automated customer interactions.
- Transforming the workforce digitally, providing new opportunities for job creation like conversation managers, conversation designers, and conversation analysts.
- Having a significant presence in the USA, Canada, Latin America, South America, Europe, Middle East & Africa, and Asia Pacific regions, as well as a strong customer base including the leading brands across industry verticals.
“Powered by nearly one billion conversational interactions per month on the Conversational Cloud, our AI helps customer care, sales, and marketing teams deliver and automate more meaningful natural-feeling conversations,” said Rob LoCascio, founder and CEO of LivePerson. “I’d like to congratulate everyone on our team for earning yet another incredible recognition of our leadership and long-term vision for creating superior digital customer experiences.”