By combining LivePerson’s conversational intelligence with the scalability of Amazon Connect, the two companies are addressing a growing market demand for seamless, outcome-driven CX. The integration will allow organizations to unify customer interactions under a single interface, streamline operations, and scale support more efficiently.
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"Leveraging Amazon Connect for their contact center needs will give CX leaders immediate access to a unified platform that drives unparalleled efficiency and elevates customer satisfaction," said John Sabino, LivePerson CEO. "This integration is another piece of LivePerson's strategy to give our customers the flexibility to build their dream CX tech stack with LivePerson at the core, connecting and orchestrating conversations."
This teamwork means you don’t have to deal with different phone systems, making everything simpler and saving money. Agents will be able to manage all conversationsfrom voice to digitalwithin a unified workspace. At the same time, AI-supported automation ensures smooth handoffs between bots and human agents, enabling personalized customer experiences at scale.
"By combining LivePerson's digital contact center with Amazon Connect, we're creating seamless transitions between automated systems and human support to enhance customer service experiences," said Rich Geraffo, vice president and managing director of AWS North America. "Our shared customers can now leverage Amazon Connect's robust AI-native cloud contact center capabilities alongside LivePerson's advanced conversational AI. This integration creates more connected, efficient, and personalized interactions for both customers and agents."
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Key Benefits for Brands Using LivePerson and Amazon Connect
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Unified Workspace: A single interface connects all communication channels with integrated analytics and orchestration layers, without disrupting existing workflows or infrastructure.
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Omnichannel Coverage: Support for channels including web, in-app messaging, SMS, WhatsApp, Apple Messages for Business, Google RCS, Facebook Messenger, Line, KakaoTalk, and more.
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Advanced AI Capabilities: Integration with third-party bots, compatibility with large language models from providers like Microsoft, Amazon, and Google, and support for generative AI use cases.
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Actionable Insights: A consolidated conversational intelligence platform for both voice and digital, bringing together customer sentiment, agent performance metrics, and omnichannel reporting.
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Generative AI Features: Tools such as automated conversation summarization, agent assist, AI-powered routing, data gathering, and LLM-driven insights designed to boost productivity and improve decision-making.
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With this integration, brands gain the flexibility to modernize their customer service operations without overhauling existing systems. By blending cloud-native telephony, conversational AI, and generative AI, LivePerson and AWS are setting a new standard for customer engagement delivering smarter, faster, and more personalized CX at scale.
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