LivePerson Unifies Voice and Digital Customer Experiences with AWS Integration

LivePerson, a leading provider of conversational AI and digital transformation, has integrated its digital contact center with Amazon Connect, a unified AI-native customer experience solution from AWS. The integration will enable contact center agents to manage all interactions through a single interface while leveraging AI-supported conversations and seamless handoffs between automation and human support. The combination aims to enhance customer service experiences and reduce operational complexity and costs.

LivePerson, a leading provider of conversational AI and digital transformation, has announced an integration with Amazon Connect, a unified AI-native customer experience solution from AWS. This integration aims to provide contact center agents with a single interface to manage all interactions while leveraging AI-supported conversations and seamless handoffs between automation and human support. The objective is to enhance customer service experiences and reduce operational complexity and costs [1].

The integration, announced on August 25, 2025, combines LivePerson's advanced conversational intelligence with Amazon Connect's robust AI-native cloud contact center capabilities. This collaboration allows businesses to leverage a unified platform that drives efficiency and elevates customer satisfaction [1].

According to John Sabino, LivePerson CEO, the integration is part of LivePerson's strategy to give customers the flexibility to build their dream CX tech stack with LivePerson at the core, connecting and orchestrating conversations [1]. The integration will enable contact center agents to manage all interactions through a single interface, leveraging AI-supported conversations and seamless handoffs between automation and human support [1].

Rich Geraffo, vice president and managing director of AWS North America, commented on the integration, stating, "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" [1].

LivePerson's integration with Amazon Connect offers several key benefits, including seamless connectivity across platforms, a comprehensive digital toolkit, integrated conversational AI, and enterprise-grade generative AI features [1]. These features allow businesses to consolidate customer sentiment and agent performance data from any voice or digital provider, providing a clear view of actionable data [1].

With this integration, businesses can significantly reduce operational complexity and costs by eliminating separate telephony requirements and scaling their customer service operations more efficiently [1].

LivePerson and Amazon Connect's integration marks a significant step forward in the evolution of customer service, offering a unified platform that combines the strengths of both providers. This collaboration is expected to have a positive impact on both customer satisfaction and operational efficiency.

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