2014

LIVEPERSON PARTNER PROFILE

Knoah SolutionsDigital Engagement Builds Business by Helping Customers

© 2014 LivePerson, Inc. 2

PARTNER PROFILE Knoah Solutions

A Long-Standing Relationship

In 2001, industry veterans Sri Myneni and Ralph Barletta co-founded Knoah Solutions, a provider of multi-channel contact center outsourcing services from delivery centers in the United States and India. The company grew rapidly, and today has

more than 1,200 employees serving small and large businesses, including some of the world’s most

recognized brands.

“People tend to look at contact center outsourcing services as a commodity,” notes David Lewy, the

company’s senior vice president of Sales and Business Development. “We differentiate ourselves as a

company with the experience and the competence of a very large outsourcing organization, but with the

intimacy and flexibility of a boutique company.”

These qualities can be attractive to a business of any size. “Smaller businesses like the fact that they’re more

than a number to us—that we take the time to develop a relationship,” Lewy relates. “And when a global

corporation wants to try something different, a big global outsourcer whips out contracts and paperwork

and bureaucracy, and it can take a really long time. With Knoah, we tend to work to solve the problem first

and worry about the contracts later. That’s our value proposition.”

Knoah’s relationship with LivePerson dates back to the company’s founding. “Our first customer was a

leading IT services and communications provider in the U.S., and they happened to be one of the early

clients of LivePerson,” Lewy explains. “They wanted us to provide offshore customer service and technical

support services—including the live chat channel. So our agents used our client’s LivePerson licenses

to provide that support.”

As live chat has become more indispensable to companies as a customer service channel, Knoah’s

relationship with LivePerson has grown. “We provide live chat agents for most of our customers, and for

most of them, the channel is growing more quickly than the other channels,” Lewy reports. “As a result,

digital engagement with LivePerson now represents a significant percentage of our business. And since

LivePerson’s LiveEngage platform is also quite effective at delivering sales success, the partnership has

helped Knoah to expand the scope of our services to support the sales side of customers’ businesses

as well.”

Solution • Founded: 2001

• Headquarters:

Las Vegas, Nevada

• Partner Type: Business

Process Outsourcer (BPO)

• Geographies Served: Global

• Employees: 1,200

• Website: knoah.com

Key Service Offerings • Outsourced live chat

support for sales and

customer service, from

domestic and offshore

delivery centers

• Fulfillment of LivePerson

Pay for Performance

managed services

• Development of WFO/

Quality Assurance (QA)

app for LiveEngage

platform

LivePerson/Knoah Solutions Value Proposition • Highly trained live chat

agents using the world

class LiveEngage platform

• Improved time to

resolution and cost per

contact via LivePerson

technology and Knoah

operational expertise

• Better conversion rates

and average order values

for sales engagements

© 2014 LivePerson, Inc. 3

PARTNER PROFILE Knoah Solutions

An Unparalleled Platform with a Holistic VisionAccording to Lewy, live chat operations for Knoah and its customers are more efficient with the LiveEngage

platform than other platforms they use with clients. “We provide our customers with not only the live chat

agents, but analytics and quality assurance services as well,” he relates. “The reporting capabilities of the

LiveEngage platform, as well as a lot of the operational features, makes it possible to deliver optimal results

for our customers. With any other solution, we would be slower in identifying where we could improve

agent performance—which would decrease customer satisfaction and increase costs.”

LivePerson’s holistic vision of digital engagement is consistent with Knoah’s value proposition as well. “We

know that customers expect us to be available wherever they are,” Lewy contends. “For example, some of

our customers are seeing as much as 20 percent of inquiries coming from mobile devices, and that number

will only grow.”

The reporting capabilities of the LiveEngage platform, as well as a lot of the operational features, makes it

possible to deliver optimal results for our customers.– David Lewy, SVP, Sales & Business Development, Knoah Solutions

The Solution In addition to providing live

chat agents for companies’

support and sales needs -

powered by the LiveEngage

platform , Knoah partners

with LivePerson in two

additional ways:

1. Delivery partner for LivePerson Pay for Performance managed services:

Knoah leverages its

deep expertise with the

LiveEngage platform to

deliver services that help

sales leaders optimize

their infrastructure and

operations for the best

results, with fees based on

achievement of agreed-

upon performance goals.

“With Pay for Performance

Services, we are delivering

a service that the customer

has purchased from

LivePerson,” Levy notes.

“However, the fact that

we are a BPO means that

we can also provide the

agents for the LivePerson

sales deployment

if needed.”

© 2014 LivePerson, Inc. 4

PARTNER PROFILE Knoah Solutions

Knoah Solutions, Inc. T: 702.722.5005 | F: 415-651-8953

E Warm Springs Road Las Vegas, NV 89119

dlewy@knoah.com | www.knoah.com

LivePerson, Inc. T: 212.991.1794 | F: 212.609.4233

475 Tenth Ave 5th Floor New York, NY 10018

info@liveperson.com | www.liveperson.com

2. Developer of QA application for LiveEngage platform:

On the technology

side, sister company

KnoahSoft has developed

Harmony, a workforce

optimization suite that

includes formalized

Quality Assurance (QA)

within the LiveEngage

platform. The application

is currently being

evaluated for inclusion

in the LivePerson Apps

Marketplace. ”Harmony

will make it possible to

easily deploy a formal

mechanism of regular

QA analysis, scoring of

live chat conversations

by human managers, and

support the coaching and

improvement of those

agents over time,”

Lewy explains.

About Knoah Solutions Knoah Solutions is an award-winning, global provider of business process outsourcing (BPO) services. Since 2001, Knoah has been providing high-quality, cost-effective, multi-channel customer service, sales and technical support for large and small companies alike. Knoah is also continuously recognized by IAOP as a leading provider of BPO and Contact Center services. They foster a rigorous “always on, always learning” infrastructure and philosophy, which clearly differentiates them from other vendors. With modern, state-of-the-art technologies, multiple redundancies, and top-level security features, Knoah helps ensure maximum contact center uptime and productivity. Progressive tools provide total visibility into the contact center life cycle management process through coaching, e-learning, and 24/7 access from anywhere in the world. These qualities ensure a long term, trusted and productive outsourcing relationship across all our solutions at price points the large outsourcers can’t match and the small ones can’t deliver on.

About LivePersonLivePerson, Inc. (NASDAQ: LPSN) offers a cloud-based platform that enables businesses to proactively connect in real-time with their customers via chat, voice, and content delivery at the right time, through the right channel, including websites, social media, and mobile devices. This “intelligent engagement” is driven by real-time behavioral analytics, producing connections based on a true understanding of business objectives and customer needs. LivePerson is headquartered in New York City with offices in San Francisco, Atlanta, Tel Aviv, London, Amsterdam, and Melbourne.

Contact

An Emphasis on Partner SuccessAs he looks to the future, Lewy is optimistic about LivePerson’s increased emphasis on partners and their

success. “The partner program has grown through many phases over the last six to eight years,” Lewy

observes. “But recently, I have been impressed to see a greatly expanded focus on building stronger partner

relationships. Our alliance manager has steered numerous resources our way”.

“We actually hosted 50 LivePerson executives at our Las Vegas facility last month,” Lewy continues. “We gave

them visibility into our organization and the value proposition we can provide as a partner, and they told us

about LivePerson’s vision of digital engagement. I’m extremely optimistic that this mutual understanding

and partnership is going to allow both companies to grow.”

According to Lewy, this type of relationship will be crucial as industry trends converge. “The multi-channel

world is a reality, not a vision,” he observes. “I’m seeing a lot of interest in mobile chat, and even in video

chat. But the underlying notion is that businesses want to create powerful customer relationships in their

preferred engagement medium, and that’s the essence of LivePerson’s philosophy.”