Put simply, live chat software lets you deliver rich conversational experiences that are connected across your web, mobile, and/or social apps. He writes about software and website development, money-making tips, SEO and more. Through the software customers no longer have to visit their respective business to get assistance, in addition the agents of the website are able to respond to multiple clients at the same time thus saving on time. It’s in the cloud and allows for the scale that our customers are looking for. If the size of our staff is significantly reduced, either by our choice or otherwise, it may become more difficult for us to manage existing, or establish new, relationships with customers and other counter-parties, or to expand and improve our service offerings. We may also experience technical problems in the process of installing and initiating the LivePerson services on new web hosting services. Zendesk provides you with resources to customize your brand’s live chat experience. To differentiate it from the existing smart speakers such as Amazon Echo and Google Home, Apple is positioning the HomePod as a high-end wireless speaker designed for music lovers, stressing how its eight independent tweakers and spatial awareness make for a superior acoustic experience.
And although many call center agents have shifted to work from home, we estimate that the industry is only at about 50% capacity. The impact of the staffing challenges and capacity today, we’re seeing now everywhere. And today, already, over 50% of their entire contact volume is on messaging. Are we successfully powering these virtual workforces of messaging today, I believe that the best solution is actually not bringing the agents back online at all and just replacing them with AI-based solutions. For example, while 60% of respondents appreciate email, retailers are often very slow to respond to queries. For example, some popular contact center geographies like India and the Philippines, the agents, they don’t work and live in homes that they have bandwidth, that they have connectivity to the Internet. And many brands have been really scrambling to try to hold on to the voice contact center agents in the past.
We’ve been planning for a future where voice contact centers go away and are replaced by messaging-based digital conversations powered by AI and humans. All of these issues are solved by having an agent at home messaging. If the agent is talking on the phone and talking to a consumer about their private banking information, that’s all sensitive information that’s being shared with other people in the home. Their detailed information on visitors as they browse the website helps their users point out the pain point faster and initiate a chat proactively for support. The VillageDAO platform will further scale customer care for Web3 brands, enabling them to triage issues at scale by mobilizing community users into customer care squads. Not too long. But that’s been the rush to the LiveEngage platform. Now this was all made possible because of the asynchronous capabilities of messaging and LiveEngage. LiveEngage is filling that void, helping leading brands maintain business continuity and stay connected with their consumers by rapidly transitioning to remote work and increasing staff efficiencies with messaging and AI.
Also, Forrester placed us in the upper right quadrant as a leading company in its new report on the New Wave: Digital-First Customer Service Solutions. This just solidifies the great work that our product teams have been doing an extending LivePerson not only having the best messaging platform, but also being one of the leading AI companies now in the world. I’m really proud of the strong execution of my team, especially in a world that we’re dealing with today over the past few weeks and all the changes, obviously, to protect the health of our employees, restricted travel and we brought all of our employees into a work-from-home situation. Our adjusted EBITDA loss of $4.6 million was $2.8 million better than guidance, and LivePerson ended March with $171 million in cash, a decrease of only $5 million over the past quarter. We recommend you submit an abstract, and if your abstract is accepted (notifications will go out March 2022), you can then decide if you will travel and present in person. With your internal testing account, you’ll then be able to send and receive messages through your MSP.