LivePerson Integrates Amazon Connect into Contact Center Operations

LivePerson has integrated Amazon Connect into its contact center, allowing customers to access Amazon's cloud-based contact center service. The integration enables customers to use LivePerson's platform to manage customer interactions across multiple channels, including voice, email, chat, and messaging. Amazon Connect is a cloud-based contact center service that provides companies with tools to manage customer interactions, automate processes, and gain insights into customer behavior.

LivePerson, a leading provider of enterprise conversational AI and digital transformation, has announced a strategic integration with Amazon Web Services (AWS) to unify voice and digital customer experiences. The integration, announced on August 25, 2025, combines LivePerson's advanced conversational AI and digital contact center with Amazon Connect, AWS's unified, AI-native customer experience solution [1].

The integration aims to improve agent retention, increase self-service options, and reduce the cost-to-serve. Contact center agents will now manage all interactions through a single interface, leveraging AI-supported conversations and seamless handoffs between automation and human support [1]. This unified platform will deliver advanced conversational intelligence for both voice and digital interactions, providing brands with a clear view of actionable data [1].

LivePerson's platform offers seamless connectivity across multiple communication channels, including web, in-app messaging, SMS, WhatsApp, Google RCS, Apple Messages for Business, Line, Facebook Messenger, and KakaoTalk. Additionally, it supports integrated conversational AI, compatibility with third-party bots, and large language models from prominent providers such as Microsoft, Amazon, and Google [1].

By eliminating separate telephony requirements, businesses can significantly reduce operational complexity and costs while scaling their customer service operations more efficiently. The integration also provides enterprise-grade generative AI features, including conversation summarization, agent support tools, specialized AI agents for routing and data gathering, and LLM-driven insights from the omnichannel intelligence suite [1].

LivePerson's CEO, John Sabino, stated, "Leveraging Amazon Connect for their contact center needs will give CX leaders immediate access to a unified platform that drives unparalleled efficiency and elevates customer satisfaction. This integration is another piece of LivePerson's strategy to give our customers the flexibility to build their dream CX tech stack with LivePerson at the core, connecting and orchestrating conversations" [1].

Rich Geraffo, vice president and managing director of AWS North America, added, "By combining LivePerson's digital contact center with Amazon Connect, we're creating seamless transitions between automated systems and human support to enhance customer service experiences. Our shared customers can now leverage Amazon Connect's robust AI-native cloud contact center capabilities alongside LivePerson's advanced conversational AI" [1].

LivePerson's integration with Amazon Connect underscores its commitment to providing a comprehensive digital toolkit for businesses to manage customer interactions across multiple channels efficiently and effectively.

References:
[1] https://www.prnewswire.com/news-releases/liveperson-announces-aws-integration-to-unify-voice-and-digital-customer-experiences-302537250.html
[2] https://www.marketscreener.com/news/liveperson-announces-aws-integration-to-unify-voice-and-digital-customer-experiences-ce7c50d8d881f420