Livepro
Procurement partnerAbout
livepro is a knowledge management software platform purpose-built for contact centers and highly regulated industries such as healthcare, finance, government, and insurance. The platform delivers verified, governed answers to agents and customers through a single source of truth, integrating with existing CRM, telephony, and communication tools. Founded in 2001, livepro serves organizations across 5 continents and powers over 60 million customer interactions annually.
Details
VenSearch Intelligence
Ideal Customer
- Livepro's sweet spot is mid-to-large enterprises operating in regulated industries with contact centers of 50 or more agents, though they also serve smaller and growing organizations through a flexible 'Flex' tier.
- Their ideal customer has outgrown folder-based knowledge sharing (e.g., SharePoint or Confluence), operates in a compliance-sensitive environment such as banking, insurance, government, or healthcare, and prioritizes speed-to-competency for new agents alongside measurable CX metrics like AHT, NPS, and CSAT.
Key Differentiators
- Livepro positions itself as purpose-built for contact centers in regulated industries — delivering governed answers directly to agents rather than documents to interpret — a key distinction from general-purpose wikis or intranets like Confluence or SharePoint.
- It is the only knowledge management platform with COPC Inc. Approved Technology Provider status, which it prominently claims as a unique market differentiator.
Industries Served
- Livepro has served contact centers across all major industries since 2001, with particular depth and specialization in banking and finance, insurance, airlines, superannuation, utilities, telecommunications, health and health insurance, education, local government, and business process outsourcing (BPOs).
- The platform is specifically positioned as a knowledge governance solution for highly regulated industries where a wrong answer carries compliance consequences, and the company offers a dedicated vertical solution for local government customer service teams.
Service Coverage
- Livepro is headquartered in North Sydney, NSW, Australia, and operates globally across five continents, powering over 60 million customer interactions annually.
- The company maintains physical office presences in Australia (HQ at Level 16, 1 Denison Street, North Sydney), the United States (1460 Broadway, New York, NY), and the United Kingdom (168 Church Road, Hove, England).
Partnerships
- Livepro maintains a formal technology partner program and is listed on the Genesys AppFoundry as a premium application, with deep integrations into Genesys Cloud CX, NICE CXone, Five9, Salesforce, Microsoft Teams, Zendesk, Cisco Webex, Amazon Connect, Azure, Okta, Microsoft Active Directory, Slack, WordPress, and Creative Virtual — all included at no additional cost.
- The company has a strategic EMEA delivery partnership with UK-based Mobile Cloud for CX consulting and implementation across Europe.
Company Size & Ownership
- Livepro was founded in 2001 by Matt Dixon (now Non-Executive Director), with Brad Shaw serving as CEO since May 2013.
- Employee count estimates vary across sources: ZoomInfo and Tracxn report approximately 11–50 employees as of late 2024, while LinkedIn lists 51–200 employees and Glassdoor indicates 1–50, suggesting a lean team of roughly 26–50 active staff.
Compliance & Certifications
- Livepro holds SOC 2 Type 1 certification (attested as of October 2021 via AICPA) and claims HIPAA-compliant backup and recovery plans on its AWS-based infrastructure, as reflected on both its security page and Genesys AppFoundry listing.
- The platform is also penetration tested and the Microsoft 365 App Certification documentation confirms a formal information security risk management process is in place.
Compiled from public sources by VenSearch · Last researched October 14, 2026
Offerings
14 offeringsAI Assist
AI Assist is livepro's set of AI features designed to provide instant, accurate answers and speed up knowledge importing. It includes AI Overview, which allows agents to ask questions in plain language and receive exact approved answers drawn from the organization's knowledge base in seconds, with every answer cited back to its source.
Best Practice Webinars and CX Knowledge Management Forums
livepro provides free regular best practice webinars hosted by livepro experts, as well as annual CX Knowledge Management Forums where customers can attend at no cost to learn current trends and share practices with peers. These programs are part of livepro's ongoing customer success and education offering.
Customer Self-Service
livepro's self-service solution allows organizations to publish approved knowledge directly to their website or customer portal via a simple API, giving customers 24/7 access to the same verified answers agents use. The platform supports federated search across websites and knowledge bases, customizable views, and real-time syncing of content updates from a single source.
Decision Guidance Tool (The Rocket)
The Rocket is livepro's interactive decision-making tool embedded within the knowledge management platform that guides agents through complex triage scenarios using dynamic question-and-answer sequences. Each response triggers a new set of relevant questions, enabling even novice agents to navigate complex processes and deliver accurate answers without additional training.
Implementation Package
livepro's implementation service includes white-glove setup with two days of guided training delivered in person or online, weekly check-in sessions during the knowledge-building phase, and post-go-live administration training. The package includes LightspeedAI content migration, a dedicated customer success manager, and live support, offered free for the first 90 days with a claimed 100% implementation success rate.
Integrations
livepro offers out-of-the-box integrations with a wide range of contact center, CRM, and communication platforms including Salesforce, Microsoft Dynamics, Microsoft Copilot, Microsoft Teams, Slack, Five9, Genesys Cloud, NICE CXone, Zendesk, Cisco Webex, Amazon Connect, Okta, Azure, Microsoft Active Directory, WordPress, and Creative Virtual. All integrations are included at no additional cost and allow agents to access governed knowledge answers without leaving their primary work screens.
Knowledge Management Platform
livepro's core knowledge management system provides a single, governed source of truth for contact center agents and customers. It delivers verified, compliant answers instantly through AI-powered natural language search, with features including version control, role-based permissions, scheduled publication, audit trails, and authoring workflows. The platform is designed for regulated industries and ensures only approved, current answers are surfaced across all channels.
LightspeedAI
LightspeedAI is livepro's AI-powered content migration and import tool that automatically ingests existing organizational documents such as policies, procedures, and work instructions and reformats them into livepro's optimized, templated knowledge articles. It can load up to 80% of a customer's knowledge before their training begins, with a quality scoring system that flags content below 85% for human review before publication.
livepro for Contact Centers
livepro's contact center solution provides agents with a centralized knowledge base accessible during live calls, reducing average handle time, minimizing call handoffs to second-level support, and shortening new hire onboarding time. The solution includes AI-powered natural language search, compliance governance tools, and analytics to identify trends in customer queries.
livepro for Local Government
livepro offers its knowledge management platform tailored for local government customer service teams, enabling council staff to deliver accurate, up-to-date answers to community members across phone, counter, and web channels. The solution includes governance features to ensure regulatory compliance, process guidance tools, and engagement features designed for government customer service operations.
livepro University
livepro University is an online training program consisting of instructional video courses that teach users how to become knowledge management experts within the livepro platform. It is included as part of the livepro support package and is designed to help administrators and content authors maximize the capabilities of the system.
Luna: Voice Agent
Luna is an AI voice agent that handles live phone calls autonomously, using the same governed and accurate knowledge base that human agents use. It can handle tasks including scheduling appointments, managing customer inquiries, and handling high call volumes, automating routine phone interactions to reduce agent workload.
Open API
livepro's Open API enables organizations to deliver knowledge management answers through any custom channel or interface, including existing websites, human-assisted chat, chatbots, and voice IVR systems. The API provides complete control over raw data access, usage analytics, and permissions so that one knowledge article can be served to multiple audiences across multiple applications without duplication.
Process Guidance (Work Instructions)
livepro's Process Guidance feature provides step-by-step work instruction articles that walk agents through complex processes in a structured, easy-to-follow format. More experienced agents can skip steps using a dropdown menu, while novice users are guided through every step to ensure consistent, compliant answers on every interaction.
Considering Livepro?
Our team will work with you to determine if Livepro is the right fit for your organization. From research and assessment through procurement negotiation and ongoing vendor management — we handle the entire process at no cost to you.