LivePerson, a leader in enterprise conversational AI, announced a strategic partnership with Amazon Web Services (AWS) on August 25, 2025, to integrate Amazon Connect with its digital contact center platform. This collaboration aims to deliver a unified, AI-native customer experience solution, reducing costs and improving efficiency for contact centers.
Announced: August 25, 2025, in New York.
Integration: Amazon Connect with LivePerson’s digital contact center.
Key Features: Unified interface, AI-supported conversations, seamless automation-to-human handoffs, conversational intelligence.
Benefits: Reduced operational complexity, lower cost-to-serve, improved agent retention.
Market Impact: Enhances $50B+ CCaaS market with AI-driven solutions.
Source: prnewswire.com.
The integration combines LivePerson’s conversational AI and Amazon Connect’s cloud contact center capabilities, enabling agents to manage all interactions—voice and digital—through a single interface. “This drives unparalleled efficiency and elevates customer satisfaction,” said John Sabino, LivePerson CEO. Rich Geraffo, VP at AWS North America, added, “This creates more connected, efficient, and personalized interactions.”
Key capabilities include:
Seamless Connectivity: Unified workspace with integrated analytics across all channels.
Digital Toolkit: Supports web, SMS, WhatsApp, Google RCS, Apple Messages for Business, and more.
Conversational AI: Integrates with Microsoft, Amazon, and Google LLMs, plus third-party bots.
Intelligence Platform: Consolidates customer sentiment and agent performance data.
Generative AI Features: Includes conversation summarization, agent tools, and omnichannel insights.
By eliminating separate telephony systems, the solution reduces costs and complexity while scaling operations.
The partnership aligns with LivePerson’s strategy to be the core of a flexible CX tech stack, serving brands like HSBC and Virgin Media. The $10.2B CCaaS market, projected to grow at 17.4% CAGR through 2030, benefits from this AI-driven approach. Posts on X, such as @LivePerson’s, highlight the unified platform’s potential to enhance customer experiences.
This move mirrors trends in AI-driven customer service, like HCLTech’s partnership with Thought Machine for banking and Sapia.ai’s hiring API. LivePerson’s $107M market cap and 9.9% weekly return reflect investor confidence post-integration. Competitors like Genesys also integrate with AWS, but LivePerson’s focus on conversational intelligence sets it apart.
LivePerson is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world.
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