Virtual roundtable

Plusnet drives 5 years of consecutive revenue growth with Conversational

Using LivePerson’s managed services solution, leading British communications provider turns customer conversations into a growing revenue stream.

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Event details

Date:

February 24, 2021

Time:

11:00am EST / 4:00pm GMT

What to expect:

Hear from Plusnet’s Atif Ahmed, Head of Digital Product and Martyn Hudson, Senior Product Owner on how they utilized LivePerson's end-to-end management solution to drive 100K+ unique sales each year, resulting in 5 years of consecutive growth. You'll also hear about Plusnet's vision for Conversational with a focus on providing proactive support through channels like WhatsApp.

Plusnet, leading British communications provider, has cracked the code on driving incremental revenue for their business using Conversational AI. They leverage offerings in LivePerson’s Conversational Cloud to connect with millions of customers and drive more than 100K unique sales each year, just from web interactions. To scale this initiative, Plusnet turned to LivePerson’s Gainshare program, an end-to-end management solution in which LivePerson provides the technology, automation, agents, and unique expertise needed to quickly build, scale, and run customers’ conversational operations. 

Ahmed and Hudson will share details on: 

  • Plusnet’s partnership with LivePerson, which has driven more than 17% of total sales from web interactions, alone
  • How LivePerson and Plusnet use automation and AI to scale a team of 15 agents to manage 10K conversations/week
  • The vision for Conversational AI at Plusnet — with a keen focus on streamlining revenue-building outlets with tools like Proactive Messaging and launching new channels like WhatsApp‍

Program speaker

Meet the innovators

Atif Ahmed
Head of Digital Product — BT (BT/EE & Plusnet)

Leading the Plusnet Alliance, a multi-disciplinary team with a passion for delivering amazing experiences for customers in a way that adds value for the business.


Atif Ahmed

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Join an exclusive group of senior executives for an ongoing series of virtual roundtables

This is the ninth installment where we explore the future of the contact center and customer care. Our take? For the traditional contact center — with hundreds of people sitting side by side, taking calls to service one customer at a time — there simply is no future. The contact center as we know it today is over. Come together with your peers to discuss how conversational AI and messaging are shaping what's next.

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