LivePerson, a provider of on-line chat and self-service solutions, announced Timpani, a hosted on-line communications software platform.

Timpani's analytics engine allows you to track customers' movements on every page of your company's Web site enabling you to proactively address them in the most appropriate manner within real time. For example, if customers browse your Web site looking for information on different digital cameras, you can proactively offer them assistance in the form of instant chat, an e-mail window or knowledgebase content specifically chosen to address their issue. If customers don't want assistance, they can click the "no, thanks" button.

All of the communication channels (chat, e-mail and FAQ pages) that Timpani offers are integrated and built on a rules-based architecture to ensure that customers are guided to the most appropriate channel and most knowledgeable representative. Agents have a unified view of all the different communication channels and individual customer histories.

LivePerson plans to integrate voice interaction within Timpani next year.

According to LivePerson, the company's internal studies show that LivePerson's self-service support technology decreases inbound inquiries by 40-60%, while proactive on-line engagement tools increase on-line conversions significantly. Using LivePerson's proactive chat channel, 20-40% of customers who participate in a chat with an on-line sales agent make a purchase.

In other news from the company, LivePerson has partnered with anti-spam software provider Commtouch, to provide a spam filtration system to LivePerson's customers who use the company's e-mail management software, which is also included in Timpani.

Because Commtouch's filter processes all suspect e-mail outside of a company's firewall, LivePerson customers are less vulnerable to dangerous and disruptive viruses transmitted via conventional e-mail programs.