Saturday, March 14, 2026
LivePerson has announced a new partnership with Coral Active to introduce LivePerson Sync, an event-driven orchestration capability designed to connect enterprise systems and simplify agent workflows. Through this collaboration, organizations can integrate essential platforms such as Salesforce, Microsoft, and ServiceNow directly into the agent workspace.
As enterprises continue to adopt more advanced digital tools, many organizations struggle with increasingly complex technology stacks. Customer service agents often switch between multiple systems to retrieve customer data, update tickets, or manage workflows. As a result, this fragmented experience slows productivity and can negatively impact customer interactions.
To solve this challenge, LivePerson introduced Sync as a solution that consolidates data and workflows into a single unified interface. By integrating CRM systems, contact center solutions, and browser-based tools directly into the agent workspace, the platform provides agents with immediate access to the information they need without leaving their primary working environment.
John Sabino, LivePerson CEO
"LivePerson Sync is the answer brands have been looking for to improve agent productivity and experience by providing agents with the customer information they need in a single view," said John Sabino, LivePerson CEO. "By further connecting our agent workspace with critical information from across systems, we're removing the friction of disconnected systems."
The partnership with Coral Active plays a key role in enabling these integrations. Founded in 2011, Coral Active specializes in improving live agent experiences by simplifying agent environments through integrations with contact center technologies, CRM platforms, and legacy applications.
One of the main advantages of LivePerson Sync is its ability to bridge the gap between disconnected enterprise systems. Instead of forcing agents to toggle between multiple tools, the platform creates what the company describes as a single pane of glass experience. Through this architecture, businesses can synchronize the LivePerson Conversational Cloud with CRM platforms, contact center-as-a-service (CCaaS) systems, and other enterprise applications in real time.
Additionally, LivePerson Sync treats each customer interaction as a real-time event that can trigger automated workflows across different platforms. This event-driven model allows companies to streamline processes while maintaining consistent data across systems.
The solution offers four primary deployment models designed to fit various enterprise needs. The CRM in LivePerson option enables secure two-way synchronization of customer profile data while allowing agents to manage leads and tickets directly within the LivePerson interface. Meanwhile, the LivePerson in CRM model embeds native chat capabilities inside an organization's preferred CRM dashboard, allowing businesses to upgrade legacy connectors without disrupting existing workflows.
Furthermore, the platform includes context synchronization, which automatically triggers relevant CRM records on secondary monitors whenever agents switch conversations. This feature ensures agents always have immediate access to the right information. The platform also includes AI enrichment and automation, enabling automatic transcript ingestion, conversation summaries, and updates to customer records once interactions conclude.
Unlike vendor-locked solutions, LivePerson emphasizes flexibility through its open conversational AI architecture. The LivePerson Conversational Cloud connects communication channels, enterprise systems, and AI models of choice, enabling organizations to build adaptable customer engagement strategies.
With the introduction of LivePerson Sync, the company strengthens its mission to simplify enterprise technology ecosystems. By leveraging event-driven orchestration, the platform enables brands to unify data, streamline agent workflows, and deliver more efficient customer experiences across digital conversations.
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