LivePerson, Inc. (LPSN): Modelo de Negócios Canvas [Jan-2025 Atualizado]

No cenário em rápida evolução do engajamento digital do cliente, a LivePerson, Inc. (LPSN) surge como uma força transformadora, revolucionando como as empresas se conectam com seus clientes por meio de tecnologias de IA conversacionais de ponta. Ao misturar perfeitamente algoritmos avançados de aprendizado de máquina com plataformas de mensagens intuitivas, o LivePerson oferece empresas uma solução poderosa para aprimorar as interações do cliente, reduzir os custos operacionais e fornecer experiências de comunicação personalizadas que transcendem os paradigmas de atendimento ao cliente tradicionais. Seu modelo de negócios inovador representa uma abordagem estratégica para resolver desafios complexos de envolvimento do cliente em um mundo cada vez mais digital.

LivePerson, Inc. (LPSN) - Modelo de negócios: Parcerias -chave

Alianças estratégicas com grandes plataformas de nuvem e CRM

O LivePerson mantém parcerias estratégicas críticas com as principais plataformas de nuvem e CRM:

Parceiro	Detalhes da parceria	Escopo de integração
Salesforce	Parceiro certificado Salesforce AppExchange	Integração de conversação de CRM completa
Amazon Web Services (AWS)	AWS Advanced Technology Partner	Infraestrutura em nuvem e serviços de IA
Microsoft	Microsoft Dynamics 365 Parceiro	Soluções de comunicação corporativa

Parcerias de tecnologia com empresas de IA e aprendizado de máquina

O LivePerson colabora com fornecedores avançados de tecnologia de IA:

• Google Cloud AI Technologies
• IBM Watson Conversational AI integração
• Parceria de Tecnologia Estratégica OpenAI

Parcerias de integração com provedores de software de contact center

As parcerias de software de contact center do LivePerson incluem:

Parceiro	Capacidade de integração
Cinco9	Integração do Omnichannel Contact Center
Genesys	Integração da plataforma de comunicação corporativa
Bom incontacto	Otimização da força de trabalho da IA ​​conversacional

Integradores de sistemas globais e empresas de consultoria

Principais parcerias de integração de sistemas globais:

• Serviços de transformação digital Accenture
• Deloitte Digital Client Experience Consulting
• Parcerias de implementação de tecnologia KPMG

Digital Transformation Consulting Partners

A rede de consultoria de transformação digital do LivePerson inclui:

• Publicis Sapient
• Soluções de Tecnologia Cognizante
• Wipro Digital

LivePerson, Inc. (LPSN) - Modelo de negócios: Atividades -chave

Desenvolvendo IA de conversação e plataformas de mensagens

A LivePerson investiu US $ 75,4 milhões em pesquisa e desenvolvimento em 2022. A Companhia se concentra na criação de tecnologias avançadas de IA conversacional, com ênfase específica nas soluções de mensagens no nível da empresa.

Investimento em P&D	Foco de desenvolvimento da plataforma	Áreas de tecnologia de IA
US $ 75,4 milhões (2022)	Plataformas de IA de conversação	Aprendizado de máquina, processamento de linguagem natural

Fornecendo soluções de engajamento de clientes em nível corporativo

O LivePerson atende a mais de 1.500 clientes corporativos em vários setores, com foco principal nas tecnologias de engajamento digital do cliente.

• Base de clientes corporativos: 1.500+
• Indústrias servidas: Serviços financeiros, varejo, telecomunicações
• Plataforma de engajamento: nuvem de conversação

Pesquisa e desenvolvimento contínuos em tecnologia de conversação

A empresa mantém uma equipe dedicada de P&D de aproximadamente 250 profissionais de tecnologia focada no avanço dos recursos de IA conversacional.

Tamanho da equipe de P&D	Aplicações de patentes	Foco em tecnologia
250 profissionais	23 pedidos de patente ativos	AI conversacional, algoritmos de aprendizado de máquina

Criando e mantendo algoritmos avançados de aprendizado de máquina

Os algoritmos de aprendizado de máquina do LivePerson processam mais de 1 bilhão de interações conversacionais anualmente, com uma taxa de precisão de 92% no entendimento da linguagem natural.

• Interações conversacionais processadas: 1 bilhão+ anualmente
• Precisão da compreensão da linguagem natural: 92%
• Modelo de aprendizado de máquina iterações: atualizações trimestrais

Oferecendo serviços profissionais e implementação de suporte ao cliente

A empresa gerou US $ 441,6 milhões em receita total para o ano fiscal de 2022, com serviços profissionais representando uma parcela significativa de seu modelo de negócios.

Receita total	Receita de Serviços Profissionais	Implementação de suporte ao cliente
US $ 441,6 milhões (2022)	Aproximadamente 30% da receita total	Suporte de implementação global

LivePerson, Inc. (LPSN) - Modelo de negócios: Recursos -chave

Tecnologia e software de IA de conversação proprietária

A plataforma de IA de conversação do LivePerson processada 1,2 bilhão de interações de conversação em 2022. A tecnologia de IA da empresa suporta Mais de 100 idiomas e opera em vários canais de comunicação.

Métricas de tecnologia da IA	2022 dados
Interações de conversação totais	1,2 bilhão
Idiomas suportados	100+
Investimento anual de P&D	US $ 129,7 milhões

Portfólio de propriedade intelectual

LivePerson segura 78 patentes ativas A partir de 2023, com as principais áreas de foco em IA conversacional e tecnologias de mensagens.

• Categorias de patentes:
  • AI conversacional
  • Tecnologias de mensagens
  • Algoritmos de aprendizado de máquina

Força de trabalho de engenharia e ciência de dados qualificada

A partir do quarto trimestre 2023, o LivePerson empregado 1.024 funcionários totais, com aproximadamente 60% trabalhando em funções de engenharia e ciência de dados.

Composição da força de trabalho	Percentagem
Total de funcionários	1,024
Equipe de engenharia	42%
Equipe de ciência de dados	18%

Infraestrutura baseada em nuvem

Suporta a infraestrutura em nuvem do LivePerson Mais de 18.000 clientes corporativos com uma garantia de tempo de atividade de 99,99%.

Dados dos clientes e conjuntos de dados de aprendizado de máquina

A empresa gerencia Mais de 5 petabytes de dados de conversação usado para treinamento e melhoria do modelo de aprendizado de máquina.

Métricas de ativos de dados	Volume
Dados de conversação totais	5+ petabytes
Processamento anual de dados	500 milhões de interações+

LivePerson, Inc. (LPSN) - Modelo de negócios: proposições de valor

Soluções de engajamento de clientes omnichannel

O LivePerson fornece plataformas abrangentes de engajamento omnichannel com as seguintes métricas principais:

Métrica	Valor
Total de clientes corporativos	18,500
Conversas mensais de mensagens	1,2 bilhão
Tempo médio de resolução de interação do cliente	3,5 minutos

Plataformas de mensagens de conversação movidas pela IA

A tecnologia de IA da LivePerson oferece:

• IA conversacional com precisão de 92%
• Algoritmos de aprendizado de máquina processando 500 milhões de mensagens mensalmente
• Tradução de idiomas em tempo real em 25 idiomas

Melhor experiência do cliente e eficiência de interação

Métrica de desempenho	Valor
Taxa de satisfação do cliente	87%
Redução média de custo de interação do cliente	35%
Taxa de automação de autoatendimento	65%

Custos operacionais de atendimento ao cliente reduzidos

Métricas de otimização de custos:

• Custo médio por interação do cliente: US $ 2,50
• Economia anual de custos operacionais para empresas: US $ 5,3 milhões
• Melhoria de eficiência através da automação: 42%

Tecnologias de comunicação personalizadas e escaláveis

Capacidade de tecnologia	Especificação
Algoritmos de personalização	Modelos de aprendizado de máquina Processando dados de 750 TB mensalmente
Suporte ao canal de comunicação	12 plataformas de mensagens integradas
Escalabilidade corporativa	Suporte para mais de 500 interações de usuário simultâneas

LivePerson, Inc. (LPSN) - Modelo de Negócios: Relacionamentos do Cliente

Modelo de serviço de software baseado em assinatura

A estratégia de relacionamento com o cliente da LivePerson está ancorada em um modelo baseado em assinatura com as seguintes camadas de preços no quarto trimestre 2023:

Camada de assinatura	Preço mensal	Principais recursos
Iniciante	US $ 249/mês	Ferramentas básicas de IA de conversação
Profissional	US $ 999/mês	Recursos de mensagens avançadas
Empresa	Preços personalizados	Plataforma de conversação completa

Equipes de gerenciamento de contas dedicadas

O LivePerson fornece gerenciamento de contas especializado com a seguinte estrutura:

• Gerentes dedicados de sucesso do cliente para clientes corporativos
• Gerente médio de contas para o cliente: 1:15
• Reuniões trimestrais de revisão de negócios para clientes de primeira linha

Suporte contínuo ao produto e treinamento

Métricas de suporte para 2023:

• Disponibilidade de suporte técnico 24/7
• Tempo médio de resposta: 12 minutos
• Tamanho da equipe de suporte ao cliente: 187 profissionais
• Horário anual de treinamento por suporte Representante: 48

Recursos e documentação online de autoatendimento

Tipo de recurso	Recursos totais disponíveis	Acesso mensal
Artigos da base de conhecimento	1,247	82.500 visitantes únicos
Tutoriais em vídeo	214	45.300 visualizações
Documentação da API	98 guias abrangentes	37.600 Acesso ao desenvolvedor

Fóruns da comunidade e grupos de usuários

Estatísticas de engajamento da comunidade para 2023:

• Total de usuários de fórum registrados: 22.647
• Participantes da comunidade ativa mensal: 4.893
• Tópicos médios de discussão mensal: 276
• Taxa de solução gerada pelo usuário: 62%

LivePerson, Inc. (LPSN) - Modelo de Negócios: Canais

Equipe de vendas da empresa direta

A partir do quarto trimestre 2023, a equipe de vendas corporativas direta da LivePerson consiste em 327 profissionais de vendas dedicados direcionados aos clientes no meio do mercado e na empresa.

Métrica da equipe de vendas	2023 dados
Total de representantes de vendas	327
Valor médio do contrato corporativo	$264,000
Cota anual da equipe de vendas	US $ 86,3 milhões

Plataformas de marketing digital online

O LivePerson utiliza vários canais de marketing digital com o seguinte alcance:

• Impressões de publicidade do LinkedIn: 4,2 milhões mensais
• Alcance mensal do Google ADS: 3,7 milhões
• Orçamento de publicidade de exibição programática: US $ 1,6 milhão anualmente

Ecossistemas de parceiros de tecnologia

O LivePerson mantém parcerias estratégicas com 42 parceiros de integração de tecnologia a partir de 2024.

Categoria de parceiro	Número de parceiros
Integrações de CRM	18
Parceiros da plataforma em nuvem	12
Plataformas de experiência do cliente	12

Demonstrações de produtos baseadas na Web

O LivePerson realiza demonstrações de produtos digitais com as seguintes métricas:

• Participantes mensais do webinar: 1.875
• Taxa de conversão de demonstração média: 22,4%
• Orçamento anual de demonstração digital: US $ 743.000

Conferências da indústria virtual e pessoal

Estatísticas de participação da conferência para 2023-2024:

Tipo de conferência	Número de eventos	Total de interações dos participantes
Conferências virtuais	14	6,230
Conferências pessoais	8	3,912
Investimento total da conferência	22	US $ 1,2 milhão

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

Grandes empresas corporativas

A partir do quarto trimestre 2023, o LivePerson serve Mais de 500 clientes de nível corporativo em várias indústrias. A base de clientes corporativos da empresa gera aproximadamente US $ 345,7 milhões em receita recorrente anual.

Métricas do segmento corporativo	2023 dados
Total de clientes corporativos	500+
Receita recorrente anual	US $ 345,7 milhões
Valor médio do contrato	$692,000

Empresas do mercado intermediário

O LivePerson tem como alvo as empresas de médio porte com receitas anuais entre US $ 10 milhões e US $ 500 milhões. Em 2023, este segmento representou Aproximadamente 35% da base total de clientes da empresa.

• Clientes estimados no meio do mercado: 250-300
• Valor médio anual do contrato: US $ 215.000
• Indústrias primárias: tecnologia, software, serviços profissionais

Atendimento ao cliente e organizações de contact center

A empresa serve Mais de 200 organizações dedicadas de atendimento ao cliente e contact center. Esses clientes utilizam a IA de conversação e plataformas de mensagens da LivePerson.

Segmento de contato de centro	2023 Estatísticas
Clientes de contact center total	200+
Interações de mensagens tratadas	1,8 bilhão anualmente

Setores de comércio eletrônico e varejo

Apoios ao vivo 185 clientes de comércio eletrônico e varejo, gerando aproximadamente US $ 127,4 milhões em receita a partir deste segmento em 2023.

• Total de clientes de comércio eletrônico: 185
• Receita do segmento: US $ 127,4 milhões
• Melhoria média da taxa de conversão: 20%

Indústrias de serviços financeiros e telecomunicações

A empresa serve Os principais clientes em serviços financeiros e telecomunicações, com soluções dedicadas para essas indústrias de alta complexidade.

Segmento da indústria	Clientes	Receita anual
Serviços financeiros	95 clientes	US $ 86,3 milhões
Telecomunicações	75 clientes	US $ 62,7 milhões

LivePerson, Inc. (LPSN) - Modelo de negócios: estrutura de custos

Despesas de pesquisa e desenvolvimento

Para o ano fiscal de 2022, o LivePerson registrou despesas de P&D de US $ 130,8 milhões. Em 2021, as despesas de P&D foram de US $ 118,5 milhões.

Ano fiscal	Despesas de P&D
2022	US $ 130,8 milhões
2021	US $ 118,5 milhões

Infraestrutura em nuvem e manutenção de tecnologia

Os custos de infraestrutura em nuvem para o LivePerson em 2022 foram de aproximadamente US $ 45,3 milhões, representando 7,2% da receita total.

Investimentos de vendas e marketing

As despesas de vendas e marketing para o LivePerson em 2022 totalizaram US $ 233,4 milhões, o que foi 37% da receita total.

Ano fiscal	Vendas & Despesas de marketing	Porcentagem de receita
2022	US $ 233,4 milhões	37%

Compensação de funcionários e aquisição de talentos

As despesas totais relacionadas aos funcionários em 2022 foram de US $ 348,6 milhões, o que inclui salários, benefícios e compensação baseada em ações.

• Compensação média dos funcionários: US $ 135.000 por ano
• Hablenteiro Total: 1.148 funcionários (em 31 de dezembro de 2022)

Desenvolvimento e aprimoramento em andamento

Os custos de desenvolvimento da plataforma em 2022 foram de aproximadamente US $ 62,5 milhões, com foco na IA e nas melhorias da tecnologia de conversação.

Categoria de custo	2022 Despesas
Desenvolvimento da plataforma	US $ 62,5 milhões
Investimentos de tecnologia de IA	US $ 28,3 milhões

LivePerson, Inc. (LPSN) - Modelo de negócios: fluxos de receita

Licenciamento de software baseado em assinatura

O LivePerson gera receita por meio de assinaturas de plataforma de IA conversacionais baseadas em nuvem. No ano fiscal de 2023, a empresa registrou receita de assinatura de US $ 495,3 milhões.

Camada de assinatura	Receita anual	Preço médio do cliente
Plataforma Enterprise	US $ 327,6 milhões	$185,000
Plataforma do mercado intermediário	US $ 112,4 milhões	$65,000
Plataforma de pequenas empresas	US $ 55,3 milhões	$12,500

Serviços de implementação corporativa

Serviços profissionais para clientes corporativos geraram US $ 42,7 milhões em 2023.

Taxas de consultoria profissional

A receita de consultoria atingiu US $ 37,2 milhões em 2023, com um custo médio de consultoria de US $ 75.000.

Modelos de preços baseados em uso

O LivePerson oferece preços baseados em consumo com as seguintes métricas:

• Preço por conversão
• Taxas baseadas em volume de mensagens
• Interação da IA ​​cobra

Modelo de preços	Contribuição da receita	Taxa média
Por conversão	US $ 28,5 milhões	US $ 0,50 a US $ 2,50 por interação
Volume de mensagens	US $ 22,3 milhões	$ 0,10- $ 0,75 por mensagem
Interação da IA	US $ 16,9 milhões	US $ 1,00 a US $ 3,00 por engajamento da IA

Receita adicional de suporte e treinamento

Os serviços de suporte e treinamento contribuíram com US $ 15,6 milhões em 2023.

• Pacotes de suporte técnico
• Taxas do programa de treinamento
• Cursos de certificação

Serviço de suporte	Receita anual	Custo médio do cliente
Suporte básico	US $ 6,2 milhões	US $ 3.000 anualmente
Suporte premium	US $ 5,7 milhões	US $ 12.000 anualmente
Programas de treinamento	US $ 3,7 milhões	US $ 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.