LivePerson Review

According to independent reviews, LivePerson averaged at 2.9 out of 5, which is among the lowest scores for SaaS solutions. It’s crucial to verify whether LivePerson is a good fit for your business and contains all the features you need.

See also: What Made Us Choose Sources for Expert Score?

LivePerson Social Media

• LinkedIn
• YouTube
• Instagram
• Twitter

LivePerson Traffic & Engagement

Curious how users actually find and interact with LivePerson? The table below covers traffic sources, user engagement, and other key liveperson.com metrics.

LivePerson Website Visits Two-Year Trend: Negative

Learn more: Website Traffic Indicators We Use.

Supported Integrations

LivePerson connects with platforms like Salesforce, Microsoft Dynamics 365, and Zendesk, ensuring your Call Management system fits into your existing sales and marketing tools without extra setup.

Feature Highlights: What Stands Out and What’s Missing

Here’s a look at what LivePerson actually delivers – and where it falls short.

Now that you’ve seen the feature list, let’s break down how each capability impacts real-world Call Management.

Voice Recognition

LivePerson’s Voice AI uses ASR, NLP, and machine learning to understand what callers say and respond accordingly — not just transcribe words but interpret intent and emotional tone mid-call. If a caller sounds frustrated, the system picks that up and can escalate before things go sideways. The voice bot handles complex tasks like processing payments, checking order status, or updating account information entirely through spoken conversation, without a keypad or a hold queue. LivePerson also offers a Conversation Simulator that lets you test and validate voice AI performance against thousands of real customer scenarios before anything goes live.

Real-Time Reporting

LivePerson’s Analytics Studio includes an Omnichannel Dashboard that pulls live data from both voice and messaging channels into one view — queue volumes, agent availability, containment rates, and customer sentiment, all updating in real time. Supervisors watching the floor can see what’s happening across every channel simultaneously rather than toggling between separate dashboards for voice and chat. Voice Capture ingests recordings in near real time, so call data feeds into the analytics layer fast enough to act on during a shift rather than the following morning.

Professional Recordings

LivePerson records voice bot and agent calls and stores them for up to 30 days by default, with an option to extend retention beyond that. PII and PCI data can be redacted from both recordings and transcripts before storage, which matters for healthcare and financial services deployments where sensitive data can’t sit in a raw recording file. Transcripts and audio are available in real time during a call and post-call within the Agent Workspace, and the Voicebase product handles deeper post-call analysis of recordings for teams that want to run speech analytics across their stored calls at scale.

Interactive Voice Response (IVR)

LivePerson’s approach to IVR is to replace the keypad menu model with conversational AI that understands what a caller actually needs. The Routing AI agent uses generative AI to direct callers to the right bot or human without forcing them through a list of options — eliminating the ‘sorry, I didn’t understand that’ loops that make traditional IVR genuinely painful. For brands that aren’t ready to scrap their existing IVR infrastructure, LivePerson also supports IVR deflection, where callers are moved from the IVR to a messaging channel like WhatsApp or SMS, saving $3–$5 per call compared to keeping them in the voice queue.

Call Recording

LivePerson records both voice bot and live agent calls, with audio and transcripts available in real time and post-call within the Conversational Cloud Agent Workspace. Recordings are stored with configurable retention and PII/PCI redaction baked in, so sensitive data doesn’t need to be manually scrubbed before a recording is usable for compliance or review purposes. For teams running post-call analysis at scale, the Voicebase product connects to stored recordings and runs speech analytics across them without requiring manual file exports or separate ingestion pipelines.

Call Analytics

LivePerson’s Analytics Studio combines voice and messaging data into one analytics layer — so you’re not running a separate report for phone calls and another for chat. The Omnichannel Dashboard shows which intents are most common across channels, where customers are escalating from messaging to voice and why, and how containment rates compare between AI and human agent interactions. Generative Insights lets you ask open-ended questions about your conversation data in plain language and get answers in seconds. Bot Analytics tracks performance at the individual voice bot level with MACS conversation quality scores, intent recognition rates, and transcript-level drill-down for calls that didn’t resolve the way they should have.

Inbound Call Tracking

LivePerson tracks the full customer journey across voice and messaging — so if a customer texted your support line three days ago and is now calling in, the agent sees the full thread, not just the current call. The Analytics Studio Omnichannel Dashboard maps customer movement between channels, showing where customers shift from messaging to voice and what’s driving that escalation. For contact centers tracking which intents are costing the most per interaction or which channels are generating the most repeat contacts, the data is specific enough to drive actual routing and automation decisions rather than just reporting on traffic.

Automatic Call Distribution (ACD)

LivePerson’s Agent Workspace handles distribution across voice and messaging through dynamic capacity management that automatically adjusts agent availability as demand shifts. The Conversation Orchestrator coordinates which conversations go to AI agents, which go to specific human agents, and which get escalated — based on real-time data rather than static routing rules. For contact centers that already have a voice ACD in place, LivePerson layers on top as the AI and messaging orchestration layer rather than replacing the underlying telephony, so the existing distribution infrastructure stays in place while LivePerson handles the intelligence and digital channel routing around it.

API and Third-Party Integrations

LivePerson’s open platform connects to Salesforce, Microsoft Dynamics, NetSuite, SugarCRM, Zendesk, Adobe Experience Cloud, Google CCAI, and a wide range of CCaaS and telephony providers through native integrations and APIs. The Conversation Builder supports API integrations directly inside bot flows, so mid-conversation data lookups — pulling an account balance, checking an order status, creating a ticket — happen without the bot handing off to a human just to get information from another system. KnowledgeAI connects to any CMS via API or through out-of-the-box connectors for Salesforce, Zendesk, and Contentful, so bot and agent responses are grounded in your own content rather than generic model output.

Average Performer in Call Management: While it provides basic call management features, LivePerson lacks the innovation, scalability, and reliability to compete with top-rated businesses.

Related: How We Classify Inbound Call Management Software.

Ratings, scores, and feature assessments follow our standard evaluation process. See our review methodology.