LivePerson, Inc. (LPSN): Business Model Canvas [Jan-2025 Mise à jour]

Dans le paysage en évolution rapide de l'engagement des clients numériques, LiveSerson, Inc. (LPSN) apparaît comme une force transformatrice, révolutionnant la façon dont les entreprises se connectent avec leurs clients grâce à des technologies de pointe de l'IA de pointe. En mélangeant de manière transparente des algorithmes avancés d'apprentissage automatique avec des plates-formes de messagerie intuitives, LivePerson offre aux entreprises une solution puissante pour améliorer les interactions des clients, réduire les coûts opérationnels et offrir des expériences de communication personnalisées qui transcendent les paradigmes traditionnels du service client. Leur modèle commercial innovant représente une approche stratégique pour résoudre des défis complexes d'engagement client dans un monde de plus en plus numérique.

LivePerson, Inc. (LPSN) - Modèle commercial: partenariats clés

Alliances stratégiques avec les principales plateformes de cloud et de CRM

LivePerson maintient des partenariats stratégiques critiques avec les principales plates-formes cloud et CRM:

Partenaire	Détails du partenariat	Portée de l'intégration
Salesforce	Partenaire certifié Salesforce AppExchange	Intégration conversationnelle CRM complète
Amazon Web Services (AWS)	AWS Advanced Technology partenaire	Infrastructures cloud et services d'IA
Microsoft	Partenaire Microsoft Dynamics 365	Solutions de communication d'entreprise

Partenariats technologiques avec l'IA et les sociétés d'apprentissage automatique

LivePerson collabore avec les fournisseurs de technologies AI avancées:

• Google Cloud AI Technologies
• IBM Watson Conversational AI Intégration
• Openai Strategic Technology Partnership

Partenariats d'intégration avec les fournisseurs de logiciels de centre de contact

Les partenariats logiciels du centre de contact de LivePerson comprennent:

Partenaire	Capacité d'intégration
Cinq9	Intégration du centre de contact omnicanal
Genesys	Intégration de la plate-forme de communication d'entreprise
Belle inconvénient	Optimisation de la main-d'œuvre de l'IA conversationnelle

Intégrateurs de systèmes mondiaux et sociétés de conseil

Partenariats clés de l'intégration du système mondial:

• Services de transformation numérique Accenture
• Deloitte Digital Customer Experience Consulting
• Partenariats de mise en œuvre de la technologie KPMG

Partenaires de conseil en transformation numérique

Le réseau de conseil en transformation numérique de LivePerson comprend:

• Publiccis sapient
• Solutions technologiques cognitives
• Wipro Digital

LivePerson, Inc. (LPSN) - Modèle d'entreprise: Activités clés

Développer des plates-formes d'interstruction et de messagerie conversationnelles

LiveSerson a investi 75,4 millions de dollars dans la recherche et le développement en 2022. La société se concentre sur la création de technologies avancées d'IA conversationnelles en mettant l'accent sur les solutions de messagerie au niveau de l'entreprise.

Investissement en R&D	Focus de développement de la plate-forme	Zones technologiques de l'IA
75,4 millions de dollars (2022)	Plates-formes de l'IA conversationnelle	Apprentissage automatique, traitement du langage naturel

Fournir des solutions d'engagement client au niveau de l'entreprise

LiveSerson dessert plus de 1 500 clients d'entreprise dans plusieurs secteurs, avec un accent principal sur les technologies numériques d'engagement des clients.

• Base de clientèle d'entreprise: plus de 1 500
• Industries servies: services financiers, vente au détail, télécommunications
• Plateforme d'engagement: Cloud conversationnel

Recherche et développement continu en technologie conversationnelle

La société maintient une équipe de R&D dédiée d'environ 250 professionnels de la technologie axés sur la progression des capacités de l'IA conversationnelle.

Taille de l'équipe R&D	Demandes de brevet	Focus technologique
250 professionnels	23 demandes de brevet actives	AI conversationnelle, algorithmes d'apprentissage automatique

Création et maintien des algorithmes avancés d'apprentissage automatique

Les algorithmes d'apprentissage automatique de LivePerson traitent plus d'un milliard d'interactions conversationnelles par an, avec un taux de précision de 92% dans la compréhension du langage naturel.

• Interactions conversationnelles traitées: 1 milliard + par an
• Précision de compréhension du langage naturel: 92%
• Itérations du modèle d'apprentissage automatique: mises à jour trimestrielles

Offrir des services professionnels et une mise en œuvre du support client

La société a généré 441,6 millions de dollars de revenus totaux pour l'exercice 2022, les services professionnels représentant une partie importante de leur modèle commercial.

Revenus totaux	Revenus de services professionnels	Implémentation du support client
441,6 millions de dollars (2022)	Environ 30% des revenus totaux	Prise en charge de la mise en œuvre mondiale

LivePerson, Inc. (LPSN) - Modèle d'entreprise: Ressources clés

Technologie et logiciels de l'IA conversationnelle propriétaire

La plate-forme d'IA conversationnelle de LivePerson traitée 1,2 milliard d'interactions conversationnelles en 2022. La technologie d'IA de l'entreprise soutient Plus de 100 langues et fonctionne sur plusieurs canaux de communication.

Métriques technologiques de l'IA	2022 données
Interactions conversationnelles totales	1,2 milliard
Langues prises en charge	100+
Investissement annuel de R&D	129,7 millions de dollars

Portefeuille de propriété intellectuelle

LivePerson détient 78 brevets actifs En 2023, avec des domaines de mise au point clés dans les technologies de l'IA et de messagerie conversationnelles.

• Catégories de brevets:
  • AI conversationnel
  • Technologies de messagerie
  • Algorithmes d'apprentissage automatique

Génie qualifié et main-d'œuvre des sciences des données

Depuis le quatrième trimestre 2023, LiveSerson a employé 1 024 employés au total, avec environ 60% travaillant dans des rôles d'ingénierie et de science des données.

Composition de la main-d'œuvre	Pourcentage
Total des employés	1,024
Personnel d'ingénierie	42%
Personnel de science des données	18%

Infrastructure cloud

Soutien de l'infrastructure cloud de LivePerson Plus de 18 000 clients d'entreprise avec une garantie de disponibilité de 99,99%.

Ensembles de données de données clients et d'apprentissage automatique

La société gère Plus de 5 pétaoctets de données conversationnelles Utilisé pour la formation et l'amélioration du modèle d'apprentissage automatique.

Métriques des actifs de données	Volume
Données conversationnelles totales	5+ pétaoctets
Traitement annuel des données	500 millions + interactions

LivePerson, Inc. (LPSN) - Modèle d'entreprise: propositions de valeur

Solutions d'engagement client omnicanal

LivePerson fournit des plateformes d'engagement omnicanal complètes avec les mesures clés suivantes:

Métrique	Valeur
Total des clients d'entreprise	18,500
Conversations de messagerie mensuelles	1,2 milliard
Temps de résolution d'interaction du client moyen	3,5 minutes

Plates-formes de messagerie conversationnelles alimentées par AI

Les offres de la technologie AI de LivePerson:

• AI conversationnelle avec une précision de 92%
• Algorithmes d'apprentissage automatique Traitement 500 millions de messages mensuels
• Traduction de langue en temps réel dans 25 langues

Amélioration de l'expérience client et de l'efficacité d'interaction

Métrique de performance	Valeur
Taux de satisfaction client	87%
Réduction des coûts d'interaction du client moyen	35%
Taux d'automatisation en libre-service	65%

Réduction des coûts opérationnels du service à la clientèle

Mesures d'optimisation des coûts:

• Coût moyen par interaction client: 2,50 $
• Économies de coûts opérationnels annuels pour les entreprises: 5,3 millions de dollars
• Amélioration de l'efficacité par l'automatisation: 42%

Technologies de communication personnalisées et évolutives

Capacité technologique	Spécification
Algorithmes de personnalisation	Modèles d'apprentissage automatique Traitement 750 To Données mensuelles
Support de canal de communication	12 plates-formes de messagerie intégrées
Évolutivité de l'entreprise	Prise en charge de plus de 500 interactions utilisateur simultanées

LivePerson, Inc. (LPSN) - Modèle d'entreprise: relations avec les clients

Modèle de service logiciel basé sur l'abonnement

La stratégie de la relation client de LivePerson est ancrée dans un modèle basé sur l'abonnement avec les niveaux de prix suivants au quatrième trimestre 2023:

Niveau d'abonnement	Prix ​​mensuel	Caractéristiques clés
Démarreur	249 $ / mois	Outils de base de l'IA conversationnelle
Professionnel	999 $ / mois	Capacités de messagerie avancées
Entreprise	Prix ​​personnalisés	Plate-forme conversationnelle complète

Équipes de gestion des comptes dédiés

LivePerson fournit une gestion des comptes spécialisée avec la structure suivante:

• Nours de réussite des clients dédiés pour les clients d'entreprise
• Ratio moyen de compte-compte / client: 1:15
• Réunions de révision des entreprises trimestrielles pour les clients de haut niveau

Support et formation continues des produits

Soutenir les mesures pour 2023:

• Disponibilité du support technique 24/7
• Temps de réponse moyen: 12 minutes
• Taille de l'équipe du support client: 187 professionnels
• Heures de formation annuelles par représentant du soutien: 48

Ressources et documentation en ligne en libre-service

Type de ressource	Total des ressources disponibles	Accès mensuel
Articles de base de connaissances	1,247	82 500 visiteurs uniques
Tutoriels vidéo	214	45 300 vues
Documentation API	98 guides complets	37 600 Accès des développeurs

Forums communautaires et groupes d'utilisateurs

Statistiques de l'engagement communautaire pour 2023:

• Total des utilisateurs du forum enregistré: 22 647
• Participants de la communauté active mensuelle: 4 893
• Fil de discussion mensuels moyens: 276
• Taux de solution générée par l'utilisateur: 62%

LivePerson, Inc. (LPSN) - Modèle d'entreprise: canaux

Équipe de vente directe d'entreprise

Depuis le quatrième trimestre 2023, l'équipe de vente directe des entreprises de LivePerson se compose de 327 professionnels des ventes dédiés ciblant les clients de niveau intermédiaire et de niveau d'entreprise.

Métrique de l'équipe de vente	2023 données
Représentants des ventes totales	327
Valeur du contrat d'entreprise moyen	$264,000
Quota de l'équipe de vente annuelle	86,3 millions de dollars

Plateformes de marketing numérique en ligne

LivePerson utilise plusieurs canaux de marketing numérique avec la portée suivante:

• Impressions publicitaires LinkedIn: 4,2 millions
• Google Ads Reach mensuelle: 3,7 millions
• Budget publicitaire d'affichage programmatique: 1,6 million de dollars par an

Écosystèmes de partenaires technologiques

LivePerson maintient des partenariats stratégiques avec 42 partenaires d'intégration technologique à partir de 2024.

Catégorie de partenaire	Nombre de partenaires
Intégrations CRM	18
Partenaires de plate-forme cloud	12
Plateformes d'expérience client	12

Démonstations de produits sur le Web

LivePerson effectue des démonstrations de produits numériques avec les mesures suivantes:

• Concarts mensuels sur le webinaire: 1 875
• Taux de conversion de démonstration moyen: 22,4%
• Budget de démo numérique annuel: 743 000 $

Conférences de l'industrie virtuelle et en personne

Statistiques de la participation de la conférence pour 2023-2024:

Type de conférence	Nombre d'événements	Interactions totales des participants
Conférences virtuelles	14	6,230
Conférences en personne	8	3,912
Investissement total de conférence	22	1,2 million de dollars

LivePerson, Inc. (LPSN) - Modèle d'entreprise: segments de clientèle

Grande entreprise

Depuis le quatrième trimestre 2023, LivePerson sert Plus de 500 clients de niveau d'entreprise dans diverses industries. La clientèle d'entreprise de la société génère environ 345,7 millions de dollars de revenus récurrents annuels.

Métriques du segment d'entreprise	2023 données
Total des clients d'entreprise	500+
Revenus récurrents annuels	345,7 millions de dollars
Valeur du contrat moyen	$692,000

Entreprises de marché intermédiaire

LivePerson cible les sociétés intermédiaires avec des revenus annuels entre 10 et 500 millions de dollars. En 2023, ce segment représentait Environ 35% de la clientèle totale de l'entreprise.

• CLIENTS ESTIMENTS MID MARCHET: 250-300
• Valeur du contrat annuel moyen: 215 000 $
• Industries primaires: technologie, logiciels, services professionnels

Organisations de service client et de centre de contact

L'entreprise sert Plus de 200 organisations dédiées au service client et au centre de contact. Ces clients utilisent les plates-formes de l'IA conversationnelle et de messagerie de LivePerson.

Segment central de contact	2023 statistiques
Clients du centre de contact total	200+
Interactions de messagerie manipulées	1,8 milliard par an

Secteurs du commerce électronique et de la vente au détail

Soutien en direct 185 clients du commerce électronique et de la vente au détail, générant environ 127,4 millions de dollars de revenus de ce segment en 2023.

• Clients totaux de commerce électronique: 185
• Revenu du segment: 127,4 millions de dollars
• Amélioration moyenne du taux de conversion: 20%

Industries des services financiers et des télécommunications

L'entreprise sert Clients clés des services financiers et télécommunications, avec des solutions dédiées à ces industries à haute complexité.

Segment de l'industrie	Clients	Revenus annuels
Services financiers	95 clients	86,3 millions de dollars
Télécommunications	75 clients	62,7 millions de dollars

LivePerson, Inc. (LPSN) - Modèle d'entreprise: Structure des coûts

Frais de recherche et de développement

Pour l'exercice 2022, LivePerson a déclaré des frais de R&D de 130,8 millions de dollars. En 2021, les dépenses de R&D étaient de 118,5 millions de dollars.

Exercice fiscal	Dépenses de R&D
2022	130,8 millions de dollars
2021	118,5 millions de dollars

Infrastructure cloud et maintenance technologique

Les coûts d'infrastructure cloud pour LiveSerson en 2022 étaient d'environ 45,3 millions de dollars, ce qui représente 7,2% des revenus totaux.

Investissements de vente et de marketing

Les dépenses de vente et de marketing pour LivePerson en 2022 ont totalisé 233,4 millions de dollars, soit 37% des revenus totaux.

Exercice fiscal	Ventes & Frais de marketing	Pourcentage de revenus
2022	233,4 millions de dollars	37%

Compensation des employés et acquisition de talents

Les dépenses totales liées aux employés en 2022 étaient de 348,6 millions de dollars, ce qui comprend les salaires, les prestations et la rémunération en actions.

• Compensation moyenne des employés: 135 000 $ par an
• HeadCount total: 1 148 employés (au 31 décembre 2022)

Développement et amélioration des plateformes en cours

Les coûts de développement des plates-formes en 2022 étaient d'environ 62,5 millions de dollars, se concentrant sur l'IA et les améliorations des technologies conversationnelles.

Catégorie de coûts	2022 dépenses
Développement de plate-forme	62,5 millions de dollars
Investissements technologiques AI	28,3 millions de dollars

LivePerson, Inc. (LPSN) - Modèle d'entreprise: Strots de revenus

Licence de logiciel basé sur l'abonnement

LivePerson génère des revenus grâce à des abonnements à la plate-forme de l'IA conversationnelle basés sur le cloud. Au cours de l'exercice 2023, la société a déclaré un chiffre d'affaires de 495,3 millions de dollars.

Niveau d'abonnement	Revenus annuels	Prix ​​moyen du client
Plate-forme d'entreprise	327,6 millions de dollars	$185,000
Plate-forme de marché intermédiaire	112,4 millions de dollars	$65,000
Plate-forme de petite entreprise	55,3 millions de dollars	$12,500

Services de mise en œuvre de l'entreprise

Les services professionnels pour les clients d'entreprise ont généré 42,7 millions de dollars en 2023.

Frais de conseil professionnel

Les revenus de consultation ont atteint 37,2 millions de dollars en 2023, avec un coût moyen d'engagement de conseil de 75 000 $.

Modèles de tarification basés sur l'utilisation

LivePerson propose des prix basés sur la consommation avec les mesures suivantes:

• Prix ​​par conversation
• Taux basés sur le volume de messages
• Frais d'interaction AI

Modèle de tarification	Contribution des revenus	Taux moyen
Par conversation	28,5 millions de dollars	0,50 $ - 2,50 $ par interaction
Volume de message	22,3 millions de dollars	0,10 $ - 0,75 $ par message
Interaction IA	16,9 millions de dollars	1,00 $ - 3,00 $ par engagement IA

Revenus de soutien et de formation supplémentaires

Les services de soutien et de formation ont contribué 15,6 millions de dollars en 2023.

• Packages d'assistance technique
• Frais de programme de formation
• Cours de certification

Service d'assistance	Revenus annuels	Coût moyen du client
Soutien de base	6,2 millions de dollars	3 000 $ par an
Support premium	5,7 millions de dollars	12 000 $ par an
Programmes de formation	3,7 millions de dollars	2 500 $ par programme

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.