Livepro provides specialized knowledge management solutions for customer service teams, delivering instant, accurate answers to improve CX and agent productivity.
Livepro provides specialized knowledge management solutions for customer service teams, delivering instant, accurate answers to improve CX and agent productivity.
Livepro is a leading provider of knowledge management (KM) solutions specifically designed to enhance customer experience (CX). Founded with the mission to eliminate the frustration of "information overload" in contact centers, Livepro helps organizations centralize their institutional knowledge into a single, reliable "source of truth." Their platform is utilized by a diverse range of industries, including banking, insurance, government, utilities, and telecommunications, where accuracy and speed of information are paramount.
The company's core offering is a cloud-based knowledge management system that streamlines how customer service representatives find and use information. By moving away from traditional document-based storage—such as PDFs or complex intranets—Livepro enables organizations to deliver concise, bite-sized answers to both employees and customers. Their market presence is particularly strong in the Asia-Pacific region and is rapidly expanding across North America and Europe as organizations prioritize digital transformation in the contact center.
Livepro’s business focus extends beyond the software itself; they emphasize the importance of knowledge strategy. Their services include implementation support, content migration, and ongoing training to ensure that the knowledge base remains a living, breathing asset. By reducing Average Handle Time (AHT), decreasing training periods for new hires, and improving First Contact Resolution (FCR) rates, Livepro positions itself as a critical component of the modern CX technology stack.
Company Differentiation
What sets Livepro apart as an organization is their singular focus on the "Knowledge Management for Customer Experience" niche. Unlike broad enterprise content management systems, Livepro operates with a specialized philosophy: knowledge is only valuable if it is findable and actionable in seconds. This focus is reflected in their "Answers, not documents" mantra, which drives their internal culture and product development.
The company’s business model is built around a high-touch customer success framework. They don't just provide software; they offer a structured methodology for knowledge governance. Their team acts as consultants, helping organizations transition from messy, unmanaged wikis to structured, high-performance knowledge bases. This commitment to the outcome—reduced handle times and increased agent confidence—rather than just the tool, creates a partnership-driven relationship with their clients. Livepro values precision and simplicity, fostering an internal culture that prioritizes the user experience of the frontline agent above all else. This "agent-first" mentality ensures that their organizational goals are always aligned with the practical realities of high-pressure contact center environments.
Livepro Knowledge Cloud: The core platform featuring the search engine, work instructions, and analytics.
Livepro Compass: The specialized module for building interactive, branching decision trees and process flows.
Livepro Self-Service: An API-driven or hosted portal that allows customers to access the same 'One Right Answer' knowledge base without agent intervention.
Livepro Connect: The suite of pre-built integrations for Salesforce, Zendesk, and major CCaaS platforms.
Livepro Authoring Services: A professional services offering where Livepro experts assist in the structural design of your knowledge base.
Product Differentiation
Livepro’s product suite is engineered specifically for the high-velocity environment of contact centers and customer service hubs. The primary differentiator is its "Search to Answer" capability. While traditional systems return a list of documents that an agent must then read, Livepro is designed to deliver a single, correct answer or a guided workflow.
Key technical advantages include:
- **Guided Steps (Workflows):** These allow agents to follow a logical decision tree to resolve complex customer inquiries, ensuring compliance and accuracy regardless of the agent's experience level.
- **Role-Based Content Delivery:** The system filters information based on the user's specific role or department, eliminating noise and ensuring agents only see what is relevant to their current task.
- **Robust Integration Ecosystem:** Livepro offers seamless "bolt-on" integration with major CRM and telephony platforms like Salesforce, Zendesk, and Genesys. This allows knowledge to be surfaced directly within the agent's primary workspace via a side panel.
- **Compliance and Governance Tools:** The platform includes sophisticated version control, announcement features, and feedback loops that ensure all information is up-to-date and legally compliant—a critical feature for regulated industries like finance and healthcare.
- **Analytics Suite:** Their reporting tools go beyond simple page views, tracking "knowledge gaps" by identifying what agents are searching for but not finding, allowing for proactive content optimization.
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Livepro Software Details
Livepro: Optimize Customer Experience with Knowledge Management
