LivePerson, Inc. (LPSN): Modelo de Negocio Canvas [Actualizado en Ene-2025]

En el panorama en rápida evolución de la participación digital del cliente, LivePerson, Inc. (LPSN) surge como una fuerza transformadora, revolucionando cómo las empresas se conectan con sus clientes a través de tecnologías de IA conversacionales de vanguardia. Al combinar a la perfección los algoritmos avanzados de aprendizaje automático con plataformas de mensajería intuitiva, LivePerson ofrece a las empresas una solución poderosa para mejorar las interacciones de los clientes, reducir los costos operativos y ofrecer experiencias de comunicación personalizadas que trascienden los paradigmas de servicio al cliente tradicionales. Su modelo de negocio innovador representa un enfoque estratégico para resolver desafíos complejos de participación del cliente en un mundo cada vez más digital.

LivePerson, Inc. (LPSN) - Modelo de negocios: asociaciones clave

Alianzas estratégicas con grandes plataformas de nubes y CRM

LivePerson mantiene asociaciones estratégicas críticas con las principales plataformas de nubes y CRM:

Pareja	Detalles de la asociación	Alcance de integración
Salesforce	Socio certificado de Salesforce AppExchange	Integración conversacional CRM completa
Servicios web de Amazon (AWS)	AWS Avanzed Technology Partner	Infraestructura en la nube y servicios de IA
Microsoft	Socio de Microsoft Dynamics 365	Soluciones de comunicación empresarial

Asociaciones tecnológicas con IA y compañías de aprendizaje automático

LivePerson colabora con proveedores avanzados de tecnología de IA:

• Google Cloud AI Technologies
• IBM Watson Integración de IA conversacional
• Asociación de tecnología estratégica de Operai

Asociaciones de integración con proveedores de software del centro de contacto

Las asociaciones de software del centro de contacto de LivePerson incluyen:

Pareja	Capacidad de integración
Cinco9	Integración del centro de contacto omnicanal
Genesis	Integración de la plataforma de comunicación empresarial
Bonito incontact	Optimización de la fuerza laboral de IA conversacional

Integradores de sistemas y empresas de consultoría

Asociaciones clave de integración del sistema global:

• Servicios de transformación digital acentúa
• Consultoría de experiencia del cliente digital de Deloitte
• Asociaciones de implementación de tecnología KPMG

Socios de consultoría de transformación digital

La red de consultoría de transformación digital de LivePerson incluye:

• Publicis Sapient
• Soluciones de tecnología cognizante
• Wipro Digital

LivePerson, Inc. (LPSN) - Modelo de negocio: actividades clave

Desarrollar plataformas de IA y mensajería conversacional

LivePerson invirtió $ 75.4 millones en investigación y desarrollo en 2022. La compañía se enfoca en crear tecnologías de IA conversacionales avanzadas con énfasis específicos en soluciones de mensajería a nivel empresarial.

Inversión de I + D	Enfoque de desarrollo de la plataforma	Áreas tecnológicas de IA
$ 75.4 millones (2022)	Plataformas de IA conversacionales	Aprendizaje automático, procesamiento del lenguaje natural

Proporcionar soluciones de participación del cliente de nivel empresarial

LivePerson sirve a más de 1,500 clientes empresariales en múltiples industrias, con un enfoque principal en las tecnologías digitales de participación del cliente.

• Base de clientes empresariales: 1,500+
• Industrias atendidas: servicios financieros, minoristas, telecomunicaciones
• Plataforma de compromiso: nube conversacional

Investigación y desarrollo continuos en tecnología de conversación

La compañía mantiene un equipo dedicado de I + D de aproximadamente 250 profesionales de tecnología centrados en avanzar en las capacidades de IA conversacionales.

Tamaño del equipo de I + D	Solicitudes de patentes	Enfoque tecnológico
250 profesionales	23 solicitudes de patentes activas	AI conversacional, algoritmos de aprendizaje automático

Creación y mantenimiento de algoritmos avanzados de aprendizaje automático

Los algoritmos de aprendizaje automático de LivePerson procesan más de mil millones de interacciones conversacionales anualmente, con una tasa de precisión del 92% en la comprensión del lenguaje natural.

• Interacciones conversacionales procesadas: 1 mil millones+ anualmente
• Precisión de comprensión del lenguaje natural: 92%
• Iteraciones del modelo de aprendizaje automático: actualizaciones trimestrales

Ofrecer servicios profesionales e implementación de atención al cliente

La compañía generó $ 441.6 millones en ingresos totales para el año fiscal 2022, con servicios profesionales que representan una parte significativa de su modelo de negocio.

Ingresos totales	Ingresos de servicios profesionales	Implementación de atención al cliente
$ 441.6 millones (2022)	Aproximadamente el 30% de los ingresos totales	Soporte de implementación global

LivePerson, Inc. (LPSN) - Modelo de negocio: recursos clave

Tecnología y software de IA conversacional patentado

Plataforma de IA conversacional de LivePerson procesada 1.200 millones de interacciones conversacionales en 2022. La tecnología AI de la compañía admite Más de 100 idiomas y opera a través de múltiples canales de comunicación.

Métricas de tecnología de IA	Datos 2022
Interacciones conversacionales totales	1.200 millones
Idiomas compatibles	100+
Inversión anual de I + D	$ 129.7 millones

Cartera de propiedades intelectuales

LivePerson posee 78 patentes activas A partir de 2023, con áreas de enfoque clave en IA conversacional y tecnologías de mensajería.

• Categorías de patentes:
  • IA conversacional
  • Tecnologías de mensajería
  • Algoritmos de aprendizaje automático

Fuerza laboral de ingeniería y ciencia de datos calificadas

A partir del cuarto trimestre de 2023, LivePerson empleado 1.024 empleados totales, con aproximadamente el 60% trabajando en roles de ingeniería y ciencia de datos.

Composición de la fuerza laboral	Porcentaje
Total de empleados	1,024
Personal de ingeniería	42%
Personal de ciencias de datos	18%

Infraestructura basada en la nube

La infraestructura en la nube de LivePerson es compatible con más de 18,000 clientes empresariales con una garantía de tiempo de actividad del 99.99%.

Datos de clientes y conjuntos de datos de aprendizaje automático

La empresa administra Más de 5 petabytes de datos de conversación Utilizado para capacitación y mejora del modelo de aprendizaje automático.

Métricas de activos de datos	Volumen
Datos de conversación total	5+ petabytes
Procesamiento de datos anual	500 millones+ interacciones

LivePerson, Inc. (LPSN) - Modelo de negocio: propuestas de valor

Soluciones de participación del cliente omnicanal

LivePerson proporciona plataformas integrales de participación omnicanal con las siguientes métricas clave:

Métrico	Valor
Total de clientes empresariales	18,500
Conversaciones mensuales de mensajería	1.200 millones
Tiempo promedio de resolución de interacción con el cliente	3.5 minutos

Plataformas de mensajería de conversación con IA

LivePerson's AI Technology ofrece:

• IA conversacional con una precisión del 92%
• Algoritmos de aprendizaje automático procesando 500 millones de mensajes mensualmente
• Traducción de idiomas en tiempo real a través de 25 idiomas

Mejora de la experiencia del cliente y la eficiencia de interacción

Métrico de rendimiento	Valor
Tasa de satisfacción del cliente	87%
Reducción de costos promedio de interacción del cliente	35%
Tasa de automatización de autoservicio	65%

Costos operativos de servicio al cliente reducido

Métricas de optimización de costos:

• Costo promedio por interacción con el cliente: $ 2.50
• Ahorro anual de costos operativos para empresas: $ 5.3 millones
• Mejora de la eficiencia a través de la automatización: 42%

Tecnologías de comunicación personalizadas y escalables

Capacidad tecnológica	Especificación
Algoritmos de personalización	Modelos de aprendizaje automático Procesamiento de datos de 750 TB mensualmente
Soporte del canal de comunicación	12 plataformas de mensajería integradas
Escalabilidad empresarial	Soporte para más de 500 interacciones de usuario concurrentes

LivePerson, Inc. (LPSN) - Modelo de negocio: relaciones con los clientes

Modelo de servicio de software basado en suscripción

La estrategia de relación con el cliente de LivePerson está anclada en un modelo basado en suscripción con los siguientes niveles de precios a partir del cuarto trimestre de 2023:

Nivel de suscripción	Precio mensual	Características clave
Motor de arranque	$ 249/mes	Herramientas de IA conversacionales básicas
Profesional	$ 999/mes	Capacidades de mensajería avanzada
Empresa	Precios personalizados	Plataforma de conversación completa

Equipos de gestión de cuentas dedicados

LivePerson proporciona administración de cuentas especializada con la siguiente estructura:

• Gerentes de éxito de clientes dedicados para clientes empresariales
• Relación promedio de administrador de cuenta a cliente: 1:15
• Reuniones trimestrales de revisión comercial para clientes de primer nivel

Soporte y capacitación de productos continuos

Métricas de apoyo para 2023:

• Disponibilidad de soporte técnico 24/7
• Tiempo de respuesta promedio: 12 minutos
• Tamaño del equipo de atención al cliente: 187 profesionales
• Horas de capacitación anual por Representante de apoyo: 48

Recursos y documentación en línea de autoservicio

Tipo de recurso	Recursos totales disponibles	Acceso mensual
Artículos de base de conocimiento	1,247	82,500 visitantes únicos
Tutoriales de video	214	45,300 vistas
Documentación de API	98 Guías integrales	37,600 acceso al desarrollador

Foros de la comunidad y grupos de usuarios

Estadísticas de participación comunitaria para 2023:

• Usuarios totales de foro registrado: 22,647
• Participantes mensuales de la comunidad activa: 4.893
• Hilos de discusión mensuales promedio: 276
• Tasa de solución generada por el usuario: 62%

LivePerson, Inc. (LPSN) - Modelo de negocios: canales

Equipo de ventas de Enterprise Direct

A partir del cuarto trimestre de 2023, el equipo de ventas de Direct Enterprise de LivePerson consta de 327 profesionales de ventas dedicados dirigidos a clientes de nivel medio y a nivel empresarial.

Métrica del equipo de ventas	2023 datos
Representantes de ventas totales	327
Valor de contrato empresarial promedio	$264,000
Cuota anual del equipo de ventas	$ 86.3 millones

Plataformas de marketing digital en línea

LivePerson utiliza múltiples canales de marketing digital con el siguiente alcance:

• Impresiones publicitarias de LinkedIn: 4.2 millones mensuales
• Google Ads Monthly Reach: 3.7 millones
• Presupuesto de publicidad programática de visualización: $ 1.6 millones anuales

Ecosistemas de socios tecnológicos

LivePerson mantiene asociaciones estratégicas con 42 socios de integración de tecnología a partir de 2024.

Categoría de socio	Número de socios
Integraciones CRM	18
Socios de plataforma en la nube	12
Plataformas de experiencia del cliente	12

Demostraciones de productos basadas en la web

LivePerson realiza demostraciones de productos digitales con las siguientes métricas:

• Asistentes mensuales de seminarios web: 1,875
• Tasa promedio de conversión de demostración: 22.4%
• Presupuesto anual de demostración digital: $ 743,000

Conferencias de la industria virtual y en persona

Estadísticas de participación de la conferencia para 2023-2024:

Tipo de conferencia	Número de eventos	Interacciones totales de los asistentes
Conferencias virtuales	14	6,230
Conferencias en persona	8	3,912
Inversión en conferencia total	22	$ 1.2 millones

LivePerson, Inc. (LPSN) - Modelo de negocio: segmentos de clientes

Grandes empresas empresariales

A partir del cuarto trimestre de 2023, LivePerson sirve Más de 500 clientes de nivel empresarial en varias industrias. La base de clientes empresariales de la compañía genera aproximadamente $ 345.7 millones en ingresos recurrentes anuales.

Métricas de segmento empresarial	2023 datos
Total de clientes empresariales	500+
Ingresos recurrentes anuales	$ 345.7 millones
Valor de contrato promedio	$692,000

Compañías del mercado medio

LivePerson apunta a las compañías del mercado medio con ingresos anuales entre $ 10 millones y $ 500 millones. En 2023, este segmento representó Aproximadamente el 35% de la base total de clientes de la compañía.

• Clientes estimados del mercado medio: 250-300
• Valor promedio del contrato anual: $ 215,000
• Industrias primarias: tecnología, software, servicios profesionales

Servicio al cliente y organizaciones de centro de contacto

La compañía sirve Más de 200 organizaciones dedicadas de servicio al cliente y centro de contacto. Estos clientes utilizan la IA conversacional y las plataformas de mensajería de LivePerson.

Segmento de centro de contacto	2023 estadísticas
Clientes de Centro de contactos totales	200+
Interacciones de mensajería manejadas	1.800 millones anualmente

Sectores de comercio electrónico y minoristas

LivePerson Supports 185 clientes electrónicos y clientes minoristas, generando aproximadamente $ 127.4 millones en ingresos de este segmento en 2023.

• Clientes totales de comercio electrónico: 185
• Ingresos del segmento: $ 127.4 millones
• Mejora de la tasa de conversión promedio: 20%

Servicios financieros e industrias de telecomunicaciones

La compañía sirve clientes clave en servicios financieros y telecomunicaciones, con soluciones dedicadas para estas industrias de alta complejidad.

Segmento de la industria	Clientela	Ingresos anuales
Servicios financieros	95 clientes	$ 86.3 millones
Telecomunicaciones	75 clientes	$ 62.7 millones

LivePerson, Inc. (LPSN) - Modelo de negocio: Estructura de costos

Gastos de investigación y desarrollo

Para el año fiscal 2022, LivePerson reportó gastos de I + D de $ 130.8 millones. En 2021, los gastos de I + D fueron de $ 118.5 millones.

Año fiscal	Gastos de I + D
2022	$ 130.8 millones
2021	$ 118.5 millones

Infraestructura en la nube y mantenimiento de tecnología

Los costos de infraestructura en la nube para LivePerson en 2022 fueron de aproximadamente $ 45.3 millones, lo que representa el 7.2% de los ingresos totales.

Inversiones de ventas y marketing

Los gastos de ventas y marketing para LivePerson en 2022 totalizaron $ 233.4 millones, que fue del 37% de los ingresos totales.

Año fiscal	Ventas & Gastos de marketing	Porcentaje de ingresos
2022	$ 233.4 millones	37%

Compensación de empleados y adquisición de talento

Los gastos totales relacionados con los empleados en 2022 fueron de $ 348.6 millones, que incluye salarios, beneficios y compensación basada en acciones.

• Compensación promedio de empleados: $ 135,000 por año
• CUENTA TOTAL: 1.148 empleados (al 31 de diciembre de 2022)

Desarrollo y mejora de la plataforma en curso

Los costos de desarrollo de la plataforma en 2022 fueron de aproximadamente $ 62.5 millones, centrándose en la IA y las mejoras tecnológicas de conversación.

Categoría de costos	Gastos de 2022
Desarrollo de la plataforma	$ 62.5 millones
Inversiones tecnológicas de IA	$ 28.3 millones

LivePerson, Inc. (LPSN) - Modelo de negocios: flujos de ingresos

Licencias de software basadas en suscripción

LivePerson genera ingresos a través de suscripciones de plataforma de IA conversacionales basadas en la nube. En el año fiscal 2023, la compañía reportó ingresos por suscripción de $ 495.3 millones.

Nivel de suscripción	Ingresos anuales	Precio promedio del cliente
Plataforma empresarial	$ 327.6 millones	$185,000
Plataforma de mercado medio	$ 112.4 millones	$65,000
Plataforma de pequeñas empresas	$ 55.3 millones	$12,500

Servicios de implementación empresarial

Los servicios profesionales para clientes empresariales generaron $ 42.7 millones en 2023.

Tarifas de consultoría profesional

Los ingresos de consultoría alcanzaron los $ 37.2 millones en 2023, con un costo promedio de participación de consultoría de $ 75,000.

Modelos de precios basados ​​en el uso

LivePerson ofrece precios basados ​​en el consumo con las siguientes métricas:

• Precio de conversación periódico
• Tarifas basadas en el volumen de mensajes
• Cargos de interacción AI

Modelo de precios	Contribución de ingresos	Tasa promedio
Conversación	$ 28.5 millones	$ 0.50- $ 2.50 por interacción
Volumen de mensajes	$ 22.3 millones	$ 0.10- $ 0.75 por mensaje
Interacción AI	$ 16.9 millones	$ 1.00- $ 3.00 por compromiso de IA

Ingresos adicionales de apoyo y capacitación

Los servicios de apoyo y capacitación contribuyeron con $ 15.6 millones en 2023.

• Paquetes de soporte técnico
• Tarifas del programa de capacitación
• Cursos de certificación

Servicio de apoyo	Ingresos anuales	Costo promedio del cliente
Soporte básico	$ 6.2 millones	$ 3,000 anualmente
Soporte premium	$ 5.7 millones	$ 12,000 anualmente
Programas de capacitación	$ 3.7 millones	$ 2,500 por programa

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.