Digital Engagement Builds Business by Helping Customers · through coaching, e-learning, and 24/7...
Transcript of Digital Engagement Builds Business by Helping Customers · through coaching, e-learning, and 24/7...
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2014
LIVEPERSON PARTNER PROFILE
Knoah SolutionsDigital Engagement Builds Business by Helping Customers
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© 2014 LivePerson, Inc. 2
PARTNER PROFILE Knoah Solutions
A Long-Standing Relationship
In 2001, industry veterans Sri Myneni and Ralph Barletta co-founded Knoah Solutions, a provider of multi-channel contact center outsourcing services from delivery centers in the United States and India. The company grew rapidly, and today has
more than 1,200 employees serving small and large businesses, including some of the world’s most
recognized brands.
“People tend to look at contact center outsourcing services as a commodity,” notes David Lewy, the
company’s senior vice president of Sales and Business Development. “We differentiate ourselves as a
company with the experience and the competence of a very large outsourcing organization, but with the
intimacy and flexibility of a boutique company.”
These qualities can be attractive to a business of any size. “Smaller businesses like the fact that they’re more
than a number to us—that we take the time to develop a relationship,” Lewy relates. “And when a global
corporation wants to try something different, a big global outsourcer whips out contracts and paperwork
and bureaucracy, and it can take a really long time. With Knoah, we tend to work to solve the problem first
and worry about the contracts later. That’s our value proposition.”
Knoah’s relationship with LivePerson dates back to the company’s founding. “Our first customer was a
leading IT services and communications provider in the U.S., and they happened to be one of the early
clients of LivePerson,” Lewy explains. “They wanted us to provide offshore customer service and technical
support services—including the live chat channel. So our agents used our client’s LivePerson licenses
to provide that support.”
As live chat has become more indispensable to companies as a customer service channel, Knoah’s
relationship with LivePerson has grown. “We provide live chat agents for most of our customers, and for
most of them, the channel is growing more quickly than the other channels,” Lewy reports. “As a result,
digital engagement with LivePerson now represents a significant percentage of our business. And since
LivePerson’s LiveEngage platform is also quite effective at delivering sales success, the partnership has
helped Knoah to expand the scope of our services to support the sales side of customers’ businesses
as well.”
Solution • Founded: 2001
• Headquarters:
Las Vegas, Nevada
• Partner Type: Business
Process Outsourcer (BPO)
• Geographies Served: Global
• Employees: 1,200
• Website: knoah.com
Key Service Offerings • Outsourced live chat
support for sales and
customer service, from
domestic and offshore
delivery centers
• Fulfillment of LivePerson
Pay for Performance
managed services
• Development of WFO/
Quality Assurance (QA)
app for LiveEngage
platform
LivePerson/Knoah Solutions Value Proposition • Highly trained live chat
agents using the world
class LiveEngage platform
• Improved time to
resolution and cost per
contact via LivePerson
technology and Knoah
operational expertise
• Better conversion rates
and average order values
for sales engagements
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© 2014 LivePerson, Inc. 3
PARTNER PROFILE Knoah Solutions
An Unparalleled Platform with a Holistic VisionAccording to Lewy, live chat operations for Knoah and its customers are more efficient with the LiveEngage
platform than other platforms they use with clients. “We provide our customers with not only the live chat
agents, but analytics and quality assurance services as well,” he relates. “The reporting capabilities of the
LiveEngage platform, as well as a lot of the operational features, makes it possible to deliver optimal results
for our customers. With any other solution, we would be slower in identifying where we could improve
agent performance—which would decrease customer satisfaction and increase costs.”
LivePerson’s holistic vision of digital engagement is consistent with Knoah’s value proposition as well. “We
know that customers expect us to be available wherever they are,” Lewy contends. “For example, some of
our customers are seeing as much as 20 percent of inquiries coming from mobile devices, and that number
will only grow.”
The reporting capabilities of the LiveEngage platform, as well as a lot of the operational features, makes it
possible to deliver optimal results for our customers.– David Lewy, SVP, Sales & Business Development, Knoah Solutions
The Solution In addition to providing live
chat agents for companies’
support and sales needs -
powered by the LiveEngage
platform , Knoah partners
with LivePerson in two
additional ways:
1. Delivery partner for LivePerson Pay for Performance managed services:
Knoah leverages its
deep expertise with the
LiveEngage platform to
deliver services that help
sales leaders optimize
their infrastructure and
operations for the best
results, with fees based on
achievement of agreed-
upon performance goals.
“With Pay for Performance
Services, we are delivering
a service that the customer
has purchased from
LivePerson,” Levy notes.
“However, the fact that
we are a BPO means that
we can also provide the
agents for the LivePerson
sales deployment
if needed.”
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© 2014 LivePerson, Inc. 4
PARTNER PROFILE Knoah Solutions
Knoah Solutions, Inc. T: 702.722.5005 | F: 415-651-8953
E Warm Springs Road Las Vegas, NV 89119
[email protected] | www.knoah.com
LivePerson, Inc. T: 212.991.1794 | F: 212.609.4233
475 Tenth Ave 5th Floor New York, NY 10018
[email protected] | www.liveperson.com
2. Developer of QA application for LiveEngage platform:
On the technology
side, sister company
KnoahSoft has developed
Harmony, a workforce
optimization suite that
includes formalized
Quality Assurance (QA)
within the LiveEngage
platform. The application
is currently being
evaluated for inclusion
in the LivePerson Apps
Marketplace. ”Harmony
will make it possible to
easily deploy a formal
mechanism of regular
QA analysis, scoring of
live chat conversations
by human managers, and
support the coaching and
improvement of those
agents over time,”
Lewy explains.
About Knoah Solutions Knoah Solutions is an award-winning, global provider of business process outsourcing (BPO) services. Since 2001, Knoah has been providing high-quality, cost-effective, multi-channel customer service, sales and technical support for large and small companies alike. Knoah is also continuously recognized by IAOP as a leading provider of BPO and Contact Center services. They foster a rigorous “always on, always learning” infrastructure and philosophy, which clearly differentiates them from other vendors. With modern, state-of-the-art technologies, multiple redundancies, and top-level security features, Knoah helps ensure maximum contact center uptime and productivity. Progressive tools provide total visibility into the contact center life cycle management process through coaching, e-learning, and 24/7 access from anywhere in the world. These qualities ensure a long term, trusted and productive outsourcing relationship across all our solutions at price points the large outsourcers can’t match and the small ones can’t deliver on.
About LivePersonLivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This “intelligent engagement” is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Tel Aviv, London, Amsterdam, and Melbourne.
Contact
An Emphasis on Partner SuccessAs he looks to the future, Lewy is optimistic about LivePerson’s increased emphasis on partners and their
success. “The partner program has grown through many phases over the last six to eight years,” Lewy
observes. “But recently, I have been impressed to see a greatly expanded focus on building stronger partner
relationships. Our alliance manager has steered numerous resources our way”.
“We actually hosted 50 LivePerson executives at our Las Vegas facility last month,” Lewy continues. “We gave
them visibility into our organization and the value proposition we can provide as a partner, and they told us
about LivePerson’s vision of digital engagement. I’m extremely optimistic that this mutual understanding
and partnership is going to allow both companies to grow.”
According to Lewy, this type of relationship will be crucial as industry trends converge. “The multi-channel
world is a reality, not a vision,” he observes. “I’m seeing a lot of interest in mobile chat, and even in video
chat. But the underlying notion is that businesses want to create powerful customer relationships in their
preferred engagement medium, and that’s the essence of LivePerson’s philosophy.”