Looking for a LivePerson alternative?

Sprinklr excels with its fully integrated, proprietary 9-layer AI engine, including Sprinklr AI+ which is built using OpenAI's ChatGPT and Microsoft’s Vortex. In contrast, while LivePerson is infused with AI, the capability is quite limited and not extensive — slowing down your response times and limiting your data insights.

Sprinklr is best suited for large-scale customer engagement needs. It stands out from LivePerson in several critical areas, making it the smarter choice for your business:  

1. Holistic coverage  
   Sprinklr offers a complete suite with omnichannel surveys, workforce management, quality management and an LMS to ensure seamless operations, whereas LivePerson may leave gaps due to its partial feature set.   
2. Advanced AI integration  
   Sprinklr excels with its fully integrated, proprietary 9-layer AI engine, including Sprinklr AI+ which is built using OpenAI's ChatGPT and Microsoft’s Vortex. In contrast, while LivePerson is infused with AI, the capability is quite limited and not extensive — slowing down your response times and limiting your data insights.  
3. High customization  
   Sprinklr tailors its services to meet your specific business needs, supported by a consistent framework for data integration. This flexibility helps you innovate and grow. LivePerson’s rigidity might hinder more tailored solutions.   
4. Positive product direction  
   Sprinklr is recognized for its forward-thinking and customer-centric product development and adaptivity. LivePerson, however, has a less favorable reputation, potentially impacting its long-term viability for your business.   
5. Extensive tool integration  
   Sprinklr supports integration with up to 60 tools and platforms, ensuring it fits perfectly within your existing tech ecosystem. LivePerson’s limited integration could restrict your ability to connect and streamline processes. 

Some of the limitations of LivePerson to consider are: 

1. Depth and scalability: LivePerson’s inability to serve as a truly comprehensive, future-proof contact center software stands out.  Brands seeking to cater to customers on social and digital channels can reportedly witness downtime and outages. Basic functionalities like inbound and outbound voice must seek additional point solutions indicating a fragmented approach to customer support. 
2. Disjointed channel experiences: The platform's inability to facilitate seamless channel-switching hampers the continuity of customer interactions. When customers move between communication channels, the absence of context preservation leads to repeated information sharing, undermining the customer experience. 
3. Lacks critical Agent Assist features: Lacking AI-powered agent assist features such as Guided Workflows and AI-driven suggestions, LivePerson falls short in optimizing agent performance. It even lacks a unified fagent workspace, which is pivotal in enhancing irst contact resolution rates by up to 30%, thereby improving overall service quality. 
4. Poor listening capability: LivePerson’s insufficient support for social listening tools severely restricts enterprises from harnessing actionable insights. This limitation stifles the ability to identify trends and make data-driven decisions, both of which are crucial for improving customer satisfaction and informing strategic planning. 
5. Poor roadmap: Prioritizing platform stability over progress, LivePerson seems to have stalled innovation, compounded by transitioning to public cloud from private and regional data centers. Poor product roadmap also doesn’t let a user fully enjoy the utility of upcoming technology like GenAI. 
6. No community support: With a lack of AI-moderated community management, LivePerson overlooks the chance to empower customers with self-serve options, diminishing user engagement and autonomy. This absence denies customers a valuable resource for instant, peer-supported solutions, depriving businesses of potentially high customer lifetime value (CLV). 

Sprinklr is a great alternative to LivePerson, because it solves LivePerson’s drawbacks with a unified approach to customer support, enabling brands to: 

1. Eliminate point-solution chaos with a truly unified contact center solution that provides your team with everything it needs on a single screen.  
2. Deliver frictionless support experience on 30+ digital, voice and social channels. Empower customers with self-service options like AI-powered chatbots and voice bots, AI-powered knowledge bases and even thriving customer communities. 
3. Tap into the voice of the customer with powerful social listening capabilities to detect upcoming market sentiments and draw insights to drive strategic moves. 
4. Arm agents with AI productivity boosters and a Unified Agent Desktop to provide more speedy, personalized responses at first touch. Sprinklr’s integrated generative AI moderates tone, translates conversations and handles after-call work for agents. 
5. Drive workforce efficiency with AI that helps you predict workloads, crush service targets and manage your capacity planning. 
6. Stay competitive and drive innovation with a true brand partner that prioritizes client priorities. 

LivePerson struggles to integrate conversations across social and voice channels — which means that it requires third-party integrations to deliver truly omnichannel support. Without these capabilities, LivePerson falls short in helping you deliver context-aware digital customer service.

Its inability to provide unified reporting is another significant downside to LivePerson. It simply fails to give a singular view of the customer that shapes a seamless customer experience. These are some of the shortfalls that establish that LivePerson’s toolkit isn't enough, pointing out the need for better solutions that help you keep up with changing customer service needs.