LivePerson, Inc
LivePerson builds software for digital customer conversations, connecting brands with consumers through messaging, chat, bots, and AI-enabled service workflows. The company’s platform is used to handle sales and support interactions at scale, with professional services helping customers design and optimize those conversations across channels.
Fiscal year 2025 · change from previous year
Development 2020–2025
Business
Share of revenueRecurring platform access, usage-based fees, and stand-ready digital conversation services.
Deployment support, consulting, training, and optimization work for enterprise customers.
Products
Reported · share of revenue- Hosted Services Business85.2 %
- Professional Services14.8 %
Source: 10-K/A FY2025, revenue the company reports per product line (SEC XBRL). Shares are of the lines shown and add up to 100 %.
Customers
LivePerson sells mainly to enterprises that need to manage large volumes of consumer conversations across messaging and chat channels. Its customer base includes Fortune 500 companies and organizations in telecom, financial services, travel, technology, healthcare, automotive, and retail, plus public-sector and nonprofit users. The platform is especially relevant where customer service, sales conversion, and AI-assisted automation need to be integrated into existing digital channels.
Buy platform access, usage, and consulting to run large-scale consumer conversations and improve service efficiency.
Use messaging and chat to handle high-volume customer support and reduce call-center load.
Buy secure digital engagement tools for service, sales, and customer retention workflows.
Use the platform to manage booking, service, and post-sale interactions across digital channels.
Adopt messaging and chat tools to improve constituent or stakeholder communication.
Strategy
LivePerson is focused on deepening its position in digital customer conversation by combining messaging, AI, and enterprise services. Current priorities include public cloud migration, continued platform innovation, and improving customer retention and expansion in a difficult buying environment. Management is also trying to offset slower renewals and bookings by strengthening product value, especially around AI-enabled workflows and enterprise-class reliability.
Modernizing infrastructure should improve scalability, reliability, and product velocity while reducing legacy-system risk.
Customers are evaluating AI solutions more carefully, so platform relevance depends on keeping pace with generative AI and LLM-based offerings.
The business depends on renewals, upsells, and usage growth from existing accounts to stabilize revenue.
Geography
Q1/2026LivePerson serves customers across the United States and Canada, Latin America, Europe, and APAC, with a global footprint supporting enterprise deployments. The company also notes a global team across key geographies, which matters because implementation, support, and consulting are tied to customer time zones and local market needs. No country-level revenue split was disclosed in the excerpts provided.
Share of the revenue the company reports by geography.
Risks
The biggest company-specific risk is customer retention: revenue depends heavily on renewals, upsells, and new bookings, and management disclosed slower renewals tied to customer concern about financial stability. LivePerson also faces execution risk from its cloud migration, cybersecurity exposure, and the challenge of competing against better-capitalized AI, CRM, and contact-center vendors. Because the product handles sensitive consumer data and depends on legacy systems during transition, operational or security failures could directly damage revenue and reputation.
- Customer retention and renewal riskImpact: HighLikelihood: High
Revenue depends on existing customers renewing contracts and expanding usage, and management said renewals have slowed.
Exposure: Enterprise and mid-market customer base
- Public cloud migration execution riskImpact: HighLikelihood: Medium
Failure to migrate successfully could disrupt service delivery and delay product improvements.
Exposure: Core platform infrastructure
- Cybersecurity and data privacy riskImpact: HighLikelihood: Medium
The platform stores and transmits proprietary and personal data, making breaches potentially costly and reputationally damaging.
Exposure: Consumer conversations and customer data
- Competitive pressure from AI-native and large platform vendorsImpact: MediumLikelihood: Medium
Competitors can bundle messaging, CRM, or AI capabilities and may undercut pricing or displace workflows.
Exposure: Digital engagement and contact-center software
Accounting
Judgemental itemsPlatform access is a stand-ready service recognized over time, so contract timing affects quarterly revenue.
Impact: Affects revenue timing and deferred revenue
Management capitalizes portions of development work, which shifts costs from operating expense to amortization.
Impact: Affects operating margin and cash flow presentation
The company must test goodwill annually and when conditions change, and weak performance could trigger impairment.
Impact: Potential non-cash charge to earnings
Debt and embedded features require valuation and classification judgments under ASC 470/815/480.
Impact: Affects balance sheet, interest expense, and fair-value gains/losses
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Last updated: 24/09/2026