LivePerson, Inc. (LPSN): Business Model Canvas

In der sich schnell entwickelnden Landschaft der digitalen Kundenbindung erweist sich LivePerson, Inc. (LPSN) als transformative Kraft und revolutioniert die Art und Weise, wie Unternehmen mit ihren Kunden durch modernste Konversations-KI-Technologien in Kontakt treten. Durch die nahtlose Verbindung fortschrittlicher Algorithmen für maschinelles Lernen mit intuitiven Messaging-Plattformen bietet LivePerson Unternehmen eine leistungsstarke Lösung zur Verbesserung der Kundeninteraktionen, zur Reduzierung der Betriebskosten und zur Bereitstellung personalisierter Kommunikationserlebnisse, die über traditionelle Kundenservice-Paradigmen hinausgehen. Ihr innovatives Geschäftsmodell stellt einen strategischen Ansatz zur Lösung komplexer Kundenbindungsherausforderungen in einer zunehmend digitalen Welt dar.

LivePerson, Inc. (LPSN) – Geschäftsmodell: Wichtige Partnerschaften

Strategische Allianzen mit großen Cloud- und CRM-Plattformen

LivePerson unterhält wichtige strategische Partnerschaften mit führenden Cloud- und CRM-Plattformen:

Partner	Einzelheiten zur Partnerschaft	Integrationsumfang
Salesforce	Zertifizierter Salesforce AppExchange-Partner	Vollständige CRM-Konversationsintegration
Amazon Web Services (AWS)	AWS Advanced Technology-Partner	Cloud-Infrastruktur und KI-Dienste
Microsoft	Microsoft Dynamics 365-Partner	Unternehmenskommunikationslösungen

Technologiepartnerschaften mit KI- und Machine-Learning-Unternehmen

LivePerson arbeitet mit Anbietern fortschrittlicher KI-Technologie zusammen:

• Google Cloud AI-Technologien
• Konversations-KI-Integration von IBM Watson
• Strategische Technologiepartnerschaft mit OpenAI

Integrationspartnerschaften mit Contact Center-Softwareanbietern

Zu den Contact-Center-Softwarepartnerschaften von LivePerson gehören:

Partner	Integrationsfähigkeit
Fünf9	Omnichannel-Contact-Center-Integration
Genesys	Integration der Unternehmenskommunikationsplattform
SCHÖN im Kontakt	Konversationelle KI-Belegschaftsoptimierung

Globale Systemintegratoren und Beratungsunternehmen

Wichtige globale Systemintegrationspartnerschaften:

• Digitale Transformationsdienste von Accenture
• Deloitte-Beratung für digitale Kundenerlebnisse
• KPMG-Technologieimplementierungspartnerschaften

Beratungspartner für digitale Transformation

Das Beratungsnetzwerk für digitale Transformation von LivePerson umfasst:

• Publicis Sapient
• Cognizant-Technologielösungen
• Wipro Digital

LivePerson, Inc. (LPSN) – Geschäftsmodell: Hauptaktivitäten

Entwicklung von Konversations-KI- und Messaging-Plattformen

LivePerson investierte im Jahr 2022 75,4 Millionen US-Dollar in Forschung und Entwicklung. Das Unternehmen konzentriert sich auf die Entwicklung fortschrittlicher Konversations-KI-Technologien mit besonderem Schwerpunkt auf Messaging-Lösungen auf Unternehmensebene.

F&E-Investitionen	Schwerpunkt Plattformentwicklung	KI-Technologiebereiche
75,4 Millionen US-Dollar (2022)	Konversations-KI-Plattformen	Maschinelles Lernen, Verarbeitung natürlicher Sprache

Bereitstellung von Kundenbindungslösungen auf Unternehmensebene

LivePerson betreut über 1.500 Unternehmenskunden aus verschiedenen Branchen, wobei der Schwerpunkt auf digitalen Technologien zur Kundenbindung liegt.

• Unternehmenskundenstamm: 1.500+
• Belieferte Branchen: Finanzdienstleistungen, Einzelhandel, Telekommunikation
• Engagement-Plattform: Conversational Cloud

Kontinuierliche Forschung und Entwicklung im Bereich Konversationstechnologie

Das Unternehmen verfügt über ein engagiertes Forschungs- und Entwicklungsteam aus rund 250 Technologieexperten, das sich auf die Weiterentwicklung der Konversations-KI-Funktionen konzentriert.

Größe des F&E-Teams	Patentanmeldungen	Technologiefokus
250 Profis	23 aktive Patentanmeldungen	Konversations-KI, Algorithmen für maschinelles Lernen

Erstellen und Verwalten fortschrittlicher Algorithmen für maschinelles Lernen

Die Algorithmen für maschinelles Lernen von LivePerson verarbeiten jährlich über 1 Milliarde Konversationsinteraktionen mit einer Genauigkeitsrate von 92 % beim Verstehen natürlicher Sprache.

• Verarbeitete Konversationsinteraktionen: 1 Milliarde+ pro Jahr
• Genauigkeit des Verständnisses natürlicher Sprache: 92 %
• Modelliterationen für maschinelles Lernen: Vierteljährliche Aktualisierungen

Bietet professionelle Dienstleistungen und Implementierung des Kundensupports

Das Unternehmen erzielte im Geschäftsjahr 2022 einen Gesamtumsatz von 441,6 Millionen US-Dollar, wobei professionelle Dienstleistungen einen erheblichen Teil seines Geschäftsmodells ausmachen.

Gesamtumsatz	Umsatz mit professionellen Dienstleistungen	Implementierung des Kundensupports
441,6 Millionen US-Dollar (2022)	Ungefähr 30 % des Gesamtumsatzes	Globale Implementierungsunterstützung

LivePerson, Inc. (LPSN) – Geschäftsmodell: Schlüsselressourcen

Proprietäre Konversations-KI-Technologie und -Software

Die Konversations-KI-Plattform von LivePerson verarbeitet 1,2 Milliarden Gesprächsinteraktionen im Jahr 2022. Die KI-Technologie des Unternehmens unterstützt über 100 Sprachen und agiert über mehrere Kommunikationskanäle.

KI-Technologiemetriken	Daten für 2022
Gesamte Gesprächsinteraktionen	1,2 Milliarden
Unterstützte Sprachen	100+
Jährliche F&E-Investitionen	129,7 Millionen US-Dollar

Portfolio für geistiges Eigentum

LivePerson hält 78 aktive Patente ab 2023, mit Schwerpunkten in den Bereichen Konversations-KI und Messaging-Technologien.

• Patentkategorien:
  • Konversations-KI
  • Messaging-Technologien
  • Algorithmen für maschinelles Lernen

Qualifizierte Arbeitskräfte im Bereich Ingenieurwesen und Datenwissenschaft

Ab dem 4. Quartal 2023 war LivePerson angestellt Insgesamt 1.024 Mitarbeiter, wobei etwa 60 % in den Bereichen Ingenieurwesen und Datenwissenschaft tätig sind.

Zusammensetzung der Belegschaft	Prozentsatz
Gesamtzahl der Mitarbeiter	1,024
Technisches Personal	42%
Mitarbeiter der Datenwissenschaft	18%

Cloudbasierte Infrastruktur

Die Cloud-Infrastruktur von LivePerson unterstützt über 18.000 Unternehmenskunden mit einer Verfügbarkeitsgarantie von 99,99 %.

Kundendaten und Datensätze für maschinelles Lernen

Das Unternehmen verwaltet über 5 Petabyte an Gesprächsdaten Wird für die Schulung und Verbesserung von Modellen für maschinelles Lernen verwendet.

Daten-Asset-Metriken	Lautstärke
Gesamte Konversationsdaten	5+ Petabyte
Jährliche Datenverarbeitung	Über 500 Millionen Interaktionen

LivePerson, Inc. (LPSN) – Geschäftsmodell: Wertversprechen

Omnichannel-Kundenbindungslösungen

LivePerson bietet umfassende Omnichannel-Engagement-Plattformen mit den folgenden Schlüsselkennzahlen:

Metrisch	Wert
Gesamtzahl der Unternehmenskunden	18,500
Monatliche Messaging-Gespräche	1,2 Milliarden
Durchschnittliche Lösungszeit für Kundeninteraktionen	3,5 Minuten

KI-gestützte Konversations-Messaging-Plattformen

Die KI-Technologie von LivePerson bietet:

• Konversations-KI mit 92 % Genauigkeit
• Algorithmen für maschinelles Lernen verarbeiten monatlich 500 Millionen Nachrichten
• Sprachübersetzung in Echtzeit in 25 Sprachen

Verbesserte Kundenerfahrung und Interaktionseffizienz

Leistungsmetrik	Wert
Kundenzufriedenheitsrate	87%
Reduzierung der durchschnittlichen Kundeninteraktionskosten	35%
Self-Service-Automatisierungsrate	65%

Reduzierte Betriebskosten für den Kundendienst

Kennzahlen zur Kostenoptimierung:

• Durchschnittliche Kosten pro Kundeninteraktion: 2,50 $
• Jährliche Betriebskosteneinsparungen für Unternehmen: 5,3 Millionen US-Dollar
• Effizienzsteigerung durch Automatisierung: 42 %

Personalisierte und skalierbare Kommunikationstechnologien

Technologiefähigkeit	Spezifikation
Personalisierungsalgorithmen	Modelle für maschinelles Lernen verarbeiten monatlich 750 TB Daten
Unterstützung für Kommunikationskanäle	12 integrierte Messaging-Plattformen
Skalierbarkeit für Unternehmen	Unterstützung für mehr als 500 gleichzeitige Benutzerinteraktionen

LivePerson, Inc. (LPSN) – Geschäftsmodell: Kundenbeziehungen

Abonnementbasiertes Software-Servicemodell

Die Kundenbeziehungsstrategie von LivePerson ist in einem abonnementbasierten Modell mit den folgenden Preisstufen ab Q4 2023 verankert:

Abonnementstufe	Monatspreis	Hauptmerkmale
Anlasser	249 $/Monat	Grundlegende Konversations-KI-Tools
Professionell	999 $/Monat	Erweiterte Messaging-Funktionen
Unternehmen	Individuelle Preise	Vollständige Gesprächsplattform

Dedizierte Account-Management-Teams

LivePerson bietet eine spezialisierte Kontoverwaltung mit folgender Struktur:

• Engagierte Kundenerfolgsmanager für Unternehmenskunden
• Durchschnittliches Account-Manager-Kunden-Verhältnis: 1:15
• Vierteljährliche Business-Review-Meetings für Top-Kunden

Kontinuierlicher Produktsupport und Schulung

Unterstützungskennzahlen für 2023:

• Technischer Support rund um die Uhr verfügbar
• Durchschnittliche Antwortzeit: 12 Minuten
• Größe des Kundensupport-Teams: 187 Fachleute
• Jährliche Schulungsstunden pro Supportmitarbeiter: 48

Self-Service-Online-Ressourcen und Dokumentation

Ressourcentyp	Insgesamt verfügbare Ressourcen	Monatlicher Zugriff
Artikel der Wissensdatenbank	1,247	82.500 einzelne Besucher
Video-Tutorials	214	45.300 Aufrufe
API-Dokumentation	98 umfassende Leitfäden	37.600 Entwicklerzugriff

Community-Foren und Benutzergruppen

Statistiken zum Community-Engagement für 2023:

• Gesamtzahl der registrierten Forumbenutzer: 22.647
• Monatlich aktive Community-Teilnehmer: 4.893
• Durchschnittliche monatliche Diskussionsthreads: 276
• Anteil nutzergenerierter Lösungen: 62 %

LivePerson, Inc. (LPSN) – Geschäftsmodell: Kanäle

Direktes Enterprise-Vertriebsteam

Mit Stand vom vierten Quartal 2023 besteht das direkte Unternehmensvertriebsteam von LivePerson aus 327 engagierten Vertriebsprofis, die sich an mittelständische und Unternehmenskunden richten.

Vertriebsteam-Metrik	Daten für 2023
Gesamtzahl der Vertriebsmitarbeiter	327
Durchschnittlicher Unternehmensvertragswert	$264,000
Jährliche Verkaufsteamquote	86,3 Millionen US-Dollar

Online-Plattformen für digitales Marketing

LivePerson nutzt mehrere digitale Marketingkanäle mit folgender Reichweite:

• LinkedIn-Werbeimpressionen: 4,2 Millionen monatlich
• Monatliche Reichweite von Google Ads: 3,7 Millionen
• Budget für programmatische Display-Werbung: 1,6 Millionen US-Dollar pro Jahr

Technologiepartner-Ökosysteme

LivePerson unterhält ab 2024 strategische Partnerschaften mit 42 Technologieintegrationspartnern.

Partnerkategorie	Anzahl der Partner
CRM-Integrationen	18
Cloud-Plattform-Partner	12
Customer-Experience-Plattformen	12

Webbasierte Produktdemonstrationen

LivePerson führt digitale Produktdemonstrationen mit den folgenden Kennzahlen durch:

• Monatliche Webinar-Teilnehmer: 1.875
• Durchschnittliche Demo-Conversion-Rate: 22,4 %
• Jährliches Budget für digitale Demo: 743.000 US-Dollar

Virtuelle und persönliche Branchenkonferenzen

Statistiken zur Konferenzteilnahme für 2023–2024:

Konferenztyp	Anzahl der Ereignisse	Gesamtzahl der Teilnehmerinteraktionen
Virtuelle Konferenzen	14	6,230
Persönliche Konferenzen	8	3,912
Gesamtinvestition der Konferenz	22	1,2 Millionen US-Dollar

LivePerson, Inc. (LPSN) – Geschäftsmodell: Kundensegmente

Große Unternehmen

Ab dem vierten Quartal 2023 wird LivePerson bereitgestellt über 500 Kunden auf Unternehmensebene über verschiedene Branchen hinweg. Der Unternehmenskundenstamm des Unternehmens erwirtschaftet einen jährlichen wiederkehrenden Umsatz von rund 345,7 Millionen US-Dollar.

Unternehmenssegmentmetriken	Daten für 2023
Gesamtzahl der Unternehmenskunden	500+
Jährlich wiederkehrender Umsatz	345,7 Millionen US-Dollar
Durchschnittlicher Vertragswert	$692,000

Mittelständische Unternehmen

LivePerson richtet sich an mittelständische Unternehmen mit einem Jahresumsatz zwischen 10 und 500 Millionen US-Dollar. Im Jahr 2023 ist dieses Segment vertreten etwa 35 % des gesamten Kundenstamms des Unternehmens.

• Geschätzte mittelständische Kunden: 250–300
• Durchschnittlicher jährlicher Vertragswert: 215.000 US-Dollar
• Hauptindustrien: Technologie, Software, professionelle Dienstleistungen

Kundendienst- und Contact-Center-Organisationen

Das Unternehmen bedient über 200 engagierte Kundendienst- und Kontaktcenter-Organisationen. Diese Kunden nutzen die Konversations-KI- und Messaging-Plattformen von LivePerson.

Contact Center-Segment	Statistik 2023
Gesamtzahl der Contact-Center-Kunden	200+
Verarbeitete Messaging-Interaktionen	1,8 Milliarden jährlich

E-Commerce- und Einzelhandelssektoren

LivePerson unterstützt 185 E-Commerce- und Einzelhandelskunden, was im Jahr 2023 einen Umsatz von etwa 127,4 Millionen US-Dollar in diesem Segment generiert.

• Gesamtzahl der E-Commerce-Kunden: 185
• Segmentumsatz: 127,4 Millionen US-Dollar
• Durchschnittliche Verbesserung der Conversion-Rate: 20 %

Finanzdienstleistungs- und Telekommunikationsbranche

Das Unternehmen bedient Schlüsselkunden in den Bereichen Finanzdienstleistungen und Telekommunikation, mit speziellen Lösungen für diese hochkomplexen Branchen.

Branchensegment	Kunden	Jahresumsatz
Finanzdienstleistungen	95 Kunden	86,3 Millionen US-Dollar
Telekommunikation	75 Kunden	62,7 Millionen US-Dollar

LivePerson, Inc. (LPSN) – Geschäftsmodell: Kostenstruktur

Forschungs- und Entwicklungskosten

Für das Geschäftsjahr 2022 meldete LivePerson Forschungs- und Entwicklungskosten in Höhe von 130,8 Millionen US-Dollar. Im Jahr 2021 beliefen sich die F&E-Ausgaben auf 118,5 Millionen US-Dollar.

Geschäftsjahr	F&E-Ausgaben
2022	130,8 Millionen US-Dollar
2021	118,5 Millionen US-Dollar

Wartung der Cloud-Infrastruktur und -Technologie

Die Kosten für die Cloud-Infrastruktur für LivePerson beliefen sich im Jahr 2022 auf etwa 45,3 Millionen US-Dollar, was 7,2 % des Gesamtumsatzes entspricht.

Vertriebs- und Marketinginvestitionen

Die Vertriebs- und Marketingausgaben für LivePerson beliefen sich im Jahr 2022 auf insgesamt 233,4 Millionen US-Dollar, was 37 % des Gesamtumsatzes entspricht.

Geschäftsjahr	Verkäufe & Marketingkosten	Prozentsatz des Umsatzes
2022	233,4 Millionen US-Dollar	37%

Mitarbeitervergütung und Talentakquise

Die gesamten mitarbeiterbezogenen Ausgaben beliefen sich im Jahr 2022 auf 348,6 Millionen US-Dollar und umfassen Gehälter, Sozialleistungen und aktienbasierte Vergütungen.

• Durchschnittliche Mitarbeitervergütung: 135.000 US-Dollar pro Jahr
• Gesamtmitarbeiterzahl: 1.148 Mitarbeiter (Stand 31. Dezember 2022)

Laufende Plattformentwicklung und -verbesserung

Die Kosten für die Plattformentwicklung beliefen sich im Jahr 2022 auf etwa 62,5 Millionen US-Dollar, wobei der Schwerpunkt auf Verbesserungen der KI und der Konversationstechnologie lag.

Kostenkategorie	Ausgaben 2022
Plattformentwicklung	62,5 Millionen US-Dollar
Investitionen in KI-Technologie	28,3 Millionen US-Dollar

LivePerson, Inc. (LPSN) – Geschäftsmodell: Einnahmequellen

Abonnementbasierte Softwarelizenzierung

LivePerson generiert Einnahmen durch cloudbasierte Konversations-KI-Plattform-Abonnements. Im Geschäftsjahr 2023 meldete das Unternehmen einen Abonnementumsatz von 495,3 Millionen US-Dollar.

Abonnementstufe	Jahresumsatz	Durchschnittlicher Kundenpreis
Unternehmensplattform	327,6 Millionen US-Dollar	$185,000
Mittelstandsplattform	112,4 Millionen US-Dollar	$65,000
Plattform für kleine Unternehmen	55,3 Millionen US-Dollar	$12,500

Unternehmensimplementierungsdienste

Professionelle Dienstleistungen für Unternehmenskunden erwirtschafteten im Jahr 2023 42,7 Millionen US-Dollar.

Professionelle Beratungsgebühren

Der Beratungsumsatz erreichte im Jahr 2023 37,2 Millionen US-Dollar, bei durchschnittlichen Beratungskosten von 75.000 US-Dollar.

Nutzungsbasierte Preismodelle

LivePerson bietet eine verbrauchsbasierte Preisgestaltung mit den folgenden Kennzahlen:

• Preis pro Gespräch
• Nachrichtenvolumenbasierte Tarife
• Gebühren für KI-Interaktion

Preismodell	Umsatzbeitrag	Durchschnittspreis
Pro Gespräch	28,5 Millionen US-Dollar	0,50–2,50 $ pro Interaktion
Nachrichtenvolumen	22,3 Millionen US-Dollar	0,10–0,75 $ pro Nachricht
KI-Interaktion	16,9 Millionen US-Dollar	1,00–3,00 $ pro KI-Einsatz

Zusätzliche Support- und Schulungseinnahmen

Support- und Schulungsdienste trugen im Jahr 2023 15,6 Millionen US-Dollar bei.

• Technische Supportpakete
• Gebühren für Schulungsprogramme
• Zertifizierungskurse

Support-Service	Jahresumsatz	Durchschnittliche Kundenkosten
Grundlegende Unterstützung	6,2 Millionen US-Dollar	3.000 $ jährlich
Premium-Support	5,7 Millionen US-Dollar	12.000 $ jährlich
Schulungsprogramme	3,7 Millionen US-Dollar	2.500 $ pro Programm

LivePerson, Inc. (LPSN) - Canvas Business Model: Value Propositions

You're looking at the core promises LivePerson, Inc. (LPSN) is making to its enterprise customers as of late 2025. These aren't just buzzwords; they are tied to measurable outcomes and platform capabilities that are actively being adopted.

AI-powered cost savings remain a headline value proposition, with LivePerson, Inc. claiming up to a 60% reduction in contact center costs for its users. While the exact figure is a claim, the impact of their AI suite is showing up in operational metrics. Early data points suggest a 30% decrease in agent ramp time and a 50% reduction in the time required to test AI bots, which directly translates to lower operational expenditure and faster time-to-value for new deployments.

The platform's focus is on Omnichannel Conversation Orchestration across digital and voice channels. This market shift treats the dialogue, not the channel, as the core unit of interaction, a trend recognized in the 2025 Gartner Competitive Landscape: Digital Customer Service. LivePerson, Inc. powers nearly a billion conversational interactions every month, providing the data and tools to manage these complex, continuous conversations.

A key differentiator is the Open platform supporting 'bring your own LLM' flexibility. This composability and API-first architecture allows large enterprises to integrate their preferred Large Language Models (LLMs) rather than being locked into a single vendor stack. This aligns with the market trend emphasizing vendor-agnostic solutions for building tailored customer engagement systems.

The introduction of the New Conversation Simulator in November 2025 directly addresses the primary barriers to generative AI adoption: accuracy, compliance, and risk. This tool uses synthetic customer personas to test and train both AI agents and human agents before they interact with real customers. Brands like Telstra are already actively using the product, aiming to shift AI deployment from a high-risk leap to a repeatable, proven process. This capability is designed to accelerate AI system onboarding, potentially reducing training periods from weeks to hours.

The overall value proposition centers on Accelerating digital transformation for large enterprises. This is evidenced by the platform's scale and the adoption of its newest features. As of Q3 2025, nearly 20% of all conversations on the LivePerson, Inc. platform are using generative AI capabilities. Furthermore, nearly 60 customers are using generative AI at scale, with about one-third of those seeing 50% or more of their conversations powered by it.

Here's a quick look at the platform's scale and recent financial performance, which underpins its ability to deliver these value propositions:

Metric	Value (As of Q3 2025 or Latest Guidance)	Context
Total Revenue (Q3 2025)	$60.2 million	Exceeded high end of guidance.
Recurring Revenue (Q3 2025)	$55.1 million (or 92% of total revenue)	Indicates core subscription stability.
Adjusted EBITDA (Q3 2025)	$4.8 million	Above the high end of guidance range.
Full Year 2025 Revenue Guidance	$235 million - $240 million	Raised guidance by $2.5 million at the midpoint.
TTM Average Revenue Per Customer (ARPC)	$665,000	Up 5.6% year-over-year.
Net Revenue Retention (NRR)	80.4%	Up from 78.2% in Q2 2025.

The focus on advanced AI is clearly driving customer engagement metrics, even as the company manages revenue headwinds from customer cancellations and downsells. The platform's ability to support complex, multimodal interactions is what underpins the promised efficiencies:

• Brands using generative AI at scale: Nearly 60 customers.
• Conversations powered by GenAI (Q3 2025): Nearly 20% of total platform volume.
• Agent ramp time improvement (early data): 30% decrease.
• AI bot test time reduction (early data): 50% reduction.
• Enterprise brands using the platform: Over 1,000 in over 100 countries.

If onboarding takes 14+ days, churn risk rises, which is why the Conversation Simulator's promise to reduce training time is so critical for near-term retention.

Finance: draft 13-week cash view by Friday.

LivePerson, Inc. (LPSN) - Canvas Business Model: Customer Relationships

You're looking at how LivePerson, Inc. manages its relationships with its enterprise and mid-market clients, which is critical given the recent revenue headwinds and the focus on financial stabilization.

Dedicated Enterprise Account Management for strategic clients

LivePerson, Inc. maintains a dedicated structure to support its strategic clients, which number over 1,000 enterprise brands across more than 100 countries. The focus here is on securing the recurring revenue base, which is expected to be 93% of the total projected full-year 2025 revenue of between $235 million and $240 million. This high-touch approach is designed to ensure the platform remains embedded in core operations, especially as clients navigate complex AI integrations. The value placed on these relationships is reflected in the Average Revenue Per Customer (ARPC) for enterprise and mid-market segments.

High-touch professional services for complex deployments

For deployments involving significant change, such as the migration to Google Cloud Platform (GCP) or new AI feature rollouts, LivePerson, Inc. relies on its Professional Services segment. This revenue stream, while declining year-over-year, is a direct measure of the high-touch effort required for complex implementations. For the third quarter of 2025, Professional Services Revenue was $8.979 million. To be fair, this is down from $11.589 million in the same quarter last year, showing a shift in focus, but these services remain essential for complex, high-value customer onboarding and transformation projects.

Strategic partnership approach for digital transformation

The relationship strategy heavily leans on strategic partnerships to deliver value at scale and reduce customer friction during adoption. The company highlighted its expanded partnership with Google and the planned launch of its integration with Amazon Connect in the second quarter of 2025. This 'innovation without disruption' approach is key; it lets customers adopt new capabilities, like Generative AI, without a full platform replacement. Customer adoption of generative AI tools showed measurable progress, with customers using gen-AI tools increasing 14% quarter-over-quarter in Q1 2025, and gen-AI-powered conversations increasing 25% sequentially in that same period. This shows the partnership ecosystem is helping drive product stickiness.

Focus on renewals and upsells to existing customers

The near-term health of LivePerson, Inc. is tied directly to retaining and expanding its existing customer base. Management noted that the tone of customer conversations started to change following the completion of the debt refinancing agreement, which resolved a concern heard from customers regarding financial stability. This directly impacts renewal success. The Net Revenue Retention (NRR) metric is the clearest indicator here; it stood at 80% in Q1 2025, improving slightly to 80.4% in Q3 2025 from 78.2% in Q2 2025. You want to see this number form a floor, as an NRR below 100% means the existing base is shrinking in value. Deal activity strongly favors existing clients; in Q3 2025, the company signed 28 total deals, with 26 being expansions and renewals, versus only 2 new logo deals. Similarly, in Q1 2025, 45 out of 50 deals were expansions and renewals. This focus on existing customers is also driving up the ARPC.

Here's a quick look at the key customer-facing financial metrics as of the latest reported quarters:

Metric	Q1 2025 Value	Q2 2025 Value	Q3 2025 Value
Total Revenue (Millions USD)	$64.7	$59.6	$60.2
Net Revenue Retention (NRR)	80%	78.2%	80.4%
TTM ARPC (Thousands USD)	$640	$655	$665
Total Deals Signed	50	38	28
Expansion/Renewal Deals	45	35	26

The growth in ARPC to $665,000 in Q3 2025, up 5.6% year-over-year, shows that while the total customer count might be under pressure, the most valuable accounts are spending more on the platform. Finance: draft 13-week cash view by Friday, focusing on the cash position of $107 million at the end of Q3 2025.

LivePerson, Inc. (LPSN) - Canvas Business Model: Channels

You're looking at how LivePerson, Inc. gets its Conversational Cloud platform into the hands of major enterprises, which is key given their focus on large, complex digital transformation projects. The channel strategy is clearly bifurcated between direct selling muscle and scaling through partners.

Direct Enterprise Sales Team (primary channel)

The direct sales team remains the engine for landing the largest, most strategic accounts. This team focuses on driving new logo acquisition alongside expanding usage within the existing base. You can see the direct sales activity reflected in the deal flow metrics reported through mid-2025.

For instance, in the first quarter of 2025, LivePerson, Inc. signed a total of 50 deals, which broke down into 45 existing customer expansions/renewals and 5 new customer logos. Then, in the second quarter of 2025, the direct team closed 38 deals, consisting of 35 existing and 3 new customers. This shows the ongoing, albeit fluctuating, cadence of enterprise engagement.

The quality of the enterprise customer base is tracked via Average Revenue Per Customer (ARPC), which is calculated using only recurring revenue. The TTM ARPC saw healthy growth, moving from approximately $625,000 in Q1 2024 to $640,000 in Q1 2025 (a 2.4% increase), and further to $655,000 in Q2 2025 (a 4.0% year-over-year increase for that quarter). Still, Net Revenue Retention (NRR) is a metric to watch; it was reported at 80% in Q1 2025 and dipped slightly to 78% in Q2 2025. If onboarding takes 14+ days, churn risk rises.

Here's a quick look at those key customer metrics as of the first half of 2025:

Metric	Q1 2025 Value	Q2 2025 Value
Total Deals Signed	50	38
New Logo Deals	5	3
TTM ARPC (Recurring Revenue Basis)	$640,000	$655,000
Net Revenue Retention (NRR)	80%	78%

Partner Ecosystem (Solution and Technology Partners)

LivePerson, Inc. is actively shifting toward a more partner-centric sales motion to scale efficiently, especially as they integrate deeper with other enterprise systems. The goal here is to make the Conversational Cloud a natural extension of platforms that brands already use.

Management set an aggressive target for 2025, aiming for a 35% partner attach rate for total bookings value. They noted this target represents a significant increase, stating it's more than 2x what they were seeing previously, indicating a nascent but rapidly developing channel. They also pointed to several of their largest deals in Q4 being partner-led, which supports this strategic pivot.

The technology partner focus includes key integrations designed to drive adoption through existing infrastructure. For example, the company highlighted the planned launch of its integration with Amazon Connect in the second quarter of 2025, which directly targets a major cloud contact center platform.

The ecosystem includes:

• Technology Partners providing deep platform integrations.
• Solution Partners delivering implementation and managed services.
• Partners driving adoption via major contact center platforms.

Cloud Marketplaces (e.g., Google Cloud Marketplace)

While specific revenue figures from individual cloud marketplaces aren't broken out, the strategy involves making the platform easily procurable and deployable through major hyperscalers. This reduces friction for customers who prefer to consolidate their cloud spending.

The mention of expected cloud migration costs related to GCP (Google Cloud Platform) in 2025 suggests that the Google Cloud Marketplace is a relevant, though perhaps still developing, route to market or a key area of operational focus influencing margins.

Digital marketing and web-based demo requests

This top-of-funnel activity supports the direct sales team by generating qualified leads. The overall strategy emphasizes the platform's ability to drive tangible business outcomes, which is the core message used in digital outreach.

The company's messaging focuses on how their solutions:

• Drive increased sales.
• Improve customer satisfaction scores.
• Reduce operational costs.

The overall trailing twelve-month revenue as of September 30, 2025, was reported at $258 million, providing the financial context for all these channel efforts.

Finance: draft 13-week cash view by Friday.

LivePerson, Inc. (LPSN) - Canvas Business Model: Customer Segments

You're looking at the core clientele LivePerson, Inc. is focused on serving as they push their Conversational AI platform. This segment is exclusively enterprise-grade, meaning they target the largest organizations with complex, high-volume customer interaction needs. Honestly, the numbers show a clear focus on retaining and expanding within this high-value pool.

The foundation of LivePerson, Inc.'s customer base is built upon serving the largest global entities. The company's platform is trusted by over 1,000 enterprise brands operating across more than 100 countries. This global reach is a key resource for them, providing a massive data set for AI training and validation.

The pursuit of AI-driven customer service is what pulls in the mid-market companies alongside the largest enterprises. The financial commitment from these clients is substantial, as shown by the Average Revenue Per Customer (ARPC) metrics. For the trailing-twelve-months ending in Q2 2025, the ARPC for enterprise and mid-market customers stood at $655,000, which was a 4.0% increase year-over-year for that quarter. Even in Q1 2025, the ARPC was reported at $640,000, up 2% year-over-year, suggesting successful upselling or retention of higher-spending accounts.

LivePerson, Inc. has clearly prioritized specific, high-spend verticals where customer interaction volume and complexity are naturally high. While the exact revenue split isn't fully detailed for all verticals, the deal activity gives us concrete examples of the types of companies they are closing and renewing:

• Financial Services: A global financial services company was noted for a renewal/expansion in Q2 2025.
• Retail: A major European retailer and one of Australia's largest retail groups were mentioned as renewal/expansion customers in Q2 2025.
• Telecom: A leading North American telecommunications provider deployed AI Copilot to over 7,000 agents.
• Healthcare: A leading U.S. health plan provider was part of the Q2 2025 renewal/expansion activity.

The overarching theme for these customers is contact center transformation, which is now heavily intertwined with Generative AI (GenAI) adoption. LivePerson, Inc. is actively migrating its base to these newer capabilities. Here's a look at the customer engagement metrics tied to this transformation:

Metric	Value (as of late 2025)	Period/Context
Customers Paying for GenAI Solutions	Over 70	As of Q2 2025
Top 100 Customers Using GenAI	23	As of Q2 2025
Sequential Growth in GenAI Customers	20%	Q2 2025
GenAI Conversations Powered	Over 6 million	Q2 2025
Sequential Growth in GenAI Conversations	165%	Q2 2025
Agents Supported by AI Copilot (Example)	Over 7,000	North American Telecom Provider

Customer acquisition activity shows a consistent focus on securing new logos while prioritizing existing relationships. In Q2 2025, LivePerson, Inc. signed 38 deals total, with 35 being existing customer expansions/renewals and only 3 being new logos. This pattern of renewal focus continued in Q3 2025, with 28 deals signed, including 26 existing and 2 new customers, one of which was a global industrial company. You can see the sales engine is definitely leaning on the existing base for near-term stability.

For context on the geographic split of the revenue base in Q1 2025, U.S. revenue accounted for $40 million (62%), with international revenue at $24.7 million (38%).

LivePerson, Inc. (LPSN) - Canvas Business Model: Cost Structure

You're looking at the major cash outflows for LivePerson, Inc. as of late 2025. Honestly, the cost structure is heavily weighted toward innovation and supporting the existing platform, especially with the shift to generative AI.

High R&D costs for developing and integrating GenAI capabilities represent a significant, ongoing investment. While specific 2025 Research and Development Expenses are not explicitly broken out in the latest summaries, the focus on AI is clear. LivePerson highlighted the launch of Conversation Simulator and expanding Google Gemini integrations as key product innovations fueling future growth. These development efforts require substantial capital allocation to maintain a competitive edge in conversational AI orchestration.

Cloud infrastructure and hosting expenses are a known, material cost, particularly due to the ongoing platform modernization. For instance, in the first quarter of 2025, the company reported $0.1 million in IT infrastructure realignment costs related to consolidating and migrating data centers to the cloud. This points directly to the capital and operational expenditure associated with the GCP migration efforts mentioned in their strategy updates. The overall Cost of Revenue, which includes hosting, is a key line item to watch.

Sales and Marketing (S&M) expenses are essential for driving new bookings, though the company has been actively rationalizing costs. For Q3 2025, the company noted that adjusted EBITDA performance benefited from cost optimization and reductions in consulting and Gainshare labor, which often fall under S&M or G&A. The Sales, General, and Administrative (SG&A) Expenses line item on the income statement captures this, though the precise S&M spend for the full year 2025 isn't immediately available from the summaries.

Employee compensation is a major component, especially given the need for specialized talent. Compensation costs vary widely based on role, reflecting the premium for AI expertise. Here's a snapshot of reported salary data, which gives you a sense of the pay scales driving this expense:

• Median yearly total compensation reported is approximately $142,000.
• The average annual total compensation is reported around $266k, with the top 10% earning more than $414k per year.
• Highest reported total compensation for a Project Manager is $402,000.
• Lower-end roles, like a Customer Service Representative, average around $33,944 annually.

Interest expense related to debt financing is a recurring financial charge. Looking at historical trends, LivePerson's Net Non-Operating Interest Income Expense for the latest twelve months (LTM) ending Q3 2025 was -$24.274 million. This figure reflects the cost of servicing the company's debt, which was strategically refinanced in September 2025 to extend maturities to 2029, a move intended to stabilize the financial foundation.

To give you a clearer picture of the cost structure context based on recent performance, here are some key financial metrics from Q3 2025:

Financial Metric (Q3 2025)	Amount (Millions USD)	Context
Total Revenue	$60.2	Above guidance midpoint.
Net Income (GAAP)	$8.7	Benefited from a $27.7 million gain on troubled debt restructuring.
Adjusted Operating Loss	$(0.7)	Compared to adjusted operating income of less than $0.1 million in Q3 2024.
Adjusted EBITDA	$4.8	Above the high end of guidance.
Cash Balance (End of Q3 2025)	$106.7	Down from $183.2 million at December 31, 2024.

The company's full-year 2025 revenue guidance is currently set between $235 million and $240 million, with an expected Adjusted EBITDA range of $7.5 million to $12.5 million. Finance: draft 13-week cash view by Friday.

LivePerson, Inc. (LPSN) - Canvas Business Model: Revenue Streams

You're looking at how LivePerson, Inc. actually brings in the money, and honestly, it's heavily weighted toward the predictable stuff. The core of their business model relies on getting customers to commit to the platform over time.

The biggest piece, by far, is subscription revenue from platform access. This is your recurring revenue, the stuff that gives you a clearer line of sight into future performance. For the full year 2025, the expectation is that this recurring revenue will represent approximately 93% of total revenue. To give you a concrete example from the first quarter of 2025, that recurring stream hit $60.4 million out of total revenue of $64.7 million.

Here's a quick look at how the revenue sources broke down based on the first quarter of 2025 results, which helps map out the current structure:

Revenue Stream Category	Q1 2025 Amount	Year-over-Year Change (Q1 2025)
Recurring Revenue (Platform Access/Hosted Services)	$60.4 million	Down 22%
Professional Services Revenue	$9.6 million	Down 30%
Total Revenue (Q1 2025)	$64.7 million	Down 24.0%

Next up, you have professional services revenue. This covers the work needed to get clients up and running-things like implementation, customization of the AI flows, and training their teams. In Q1 2025, this non-recurring component was $9.6 million. If onboarding takes 14+ days, churn risk rises, but getting that initial setup right is key to locking in the recurring fee later.

Now, about usage-based fees tied to conversational volume or AI consumption-this is generally bundled within the recurring platform access fee structure, often tiered based on volume or features used. While LivePerson, Inc. doesn't break out a separate 'usage fee' line in the high-level guidance, the adoption of their AI is a clear indicator of consumption. Management noted a 45% sequential increase in conversations leveraging Generative AI capabilities in Q2 2025, showing that while the base subscription is sticky, the actual usage intensity is climbing.

Looking ahead, the company's current full-year 2025 revenue guidance is set between $230 million and $240 million. That's the number Finance needs to use for the current cash flow projections.

• Subscription revenue is the bedrock, targeted at 93% of the total.
• Professional Services revenue was $9.6 million in Q1 2025.
• Trailing-twelve-months average revenue per enterprise and mid-market customer (ARPC) was $655,000 as of Q2 2025.

Finance: draft 13-week cash view by Friday.