LivePerson Aktie

Good afternoon, ladies and gentlemen. Thank you for standing by. Welcome to LivePerson's Fourth Quarter 2025 Earnings Conference Call. My name is Joe, and I will be your conference operator today. [Operator Instructions] As a reminder, this conference is being recorded.

I would now like to turn the conference over to Mr. Jon Perachio, Vice President of Investor Relations. Please go ahead.

Thank you, Joe. Joining me on today's call is John Sabino, CEO; and John Collins, CFO and COO.

Please note that during today's call, we'll make forward-looking statements, which are predictions, projections and other statements about future results. These statements are based on our current expectations and assumptions as of today, March 12, 2026, and are subject to risks and uncertainties. Actual results may differ materially due to various factors, including those described in today's earnings press release and in the comments made during this conference call as well as in 10-Ks, 10-Qs and other reports we file with the SEC. We assume no obligation to update any forward-looking statements.

Also during this call, we'll discuss certain non-GAAP financial measures. A reconciliation of GAAP to non-GAAP financial measures is included in today's earnings press release. Both the press release and the supplemental slides, which include highlights for the quarter, are available on the Investor Relations section of LivePerson's website, ir.liveperson.com.

With that, I'll turn the call over to LivePerson's CEO, John Sabino.

Thank you so much, Jon, and thank you all for joining us today. 2026 marks a clear transition for LivePerson from rebuilding to execution. Over the past year, we've strengthened our foundation by improving our balance sheet, optimizing our cost base and sharpening our operations across the company. We are now carrying this discipline into 3 primary areas of focus that we believe can drive LivePerson towards a return to growth.

First, we are continuing to prioritize customer growth and retention by leveraging our leading technology and improved balance sheet to solidify customer confidence in LivePerson's a stable long-term strategic partner. Second, we're continuing to innovate our core Conversational Cloud platform while scaling our recently launched Syntrix platform to offer best-in-class AI-led engagement and assurance. And third, we continue to expand our technology partnerships to broaden our platform's reach and unlock new commercial opportunities. We believe that our disciplined execution across these 3 areas of focus can drive LivePerson towards a return to growth in the future.

Turning to our results. We outperformed our Q4 guidance on both the top and bottom lines. Revenue was $59.3 million, above the high end of our range, driven by higher variable revenue. Adjusted EBITDA was $10.8 million, also above the high end of our guidance range, driven by our improved cost structure and disciplined operational execution in the quarter.

Now let me provide an update on our product strategy. Last week, we reached a significant milestone with the launch of Syntrix. Syntrix is our simulation and evaluation platform that allows brands to launch customer-facing AI agents with confidence and validate human agent readiness at scale. It provides the critical assurance brands need to unlock the value of AI across their customer journey. This emphasis on assurance addresses a clear gap we see in the market. Many brands are not limited by AI capability, but by trust. They struggle to move high potential AI initiatives to production because they lack the confidence in performance, governance and compliance. They also lack a structured way to evaluate AI agent outputs and continually verify adherence to their governance guardrails. As a result, innovation stalls and business impact remains unrealized. Syntrix is our direct response to this challenge. It provides the orchestration and assurance layer enterprises need to confidently deploy AI at scale.

Originally introduced in November, Conversation Simulator is now the first capability within the Syntrix platform. It enables enterprises to safely and continuously test, evaluate and validate AI behavior by identifying drift and failures before they reach real customers. With the formal launch of Syntrix earlier last week, we are expanding beyond simulation into a broader assurance vision. Over the coming quarters, we plan to add additional capabilities across simulation, analytics, governance and auditability to support compliance. As the road map unfolds, we expect that Syntrix will become a comprehensive assurance layer that makes AI more predictable at the enterprise scale.

Importantly, Syntrix was built to integrate seamlessly into existing enterprise ecosystems. Syntrix is designed to work in concert with our core Conversational Cloud platform, but it is also model and platform agnostic. Our Conversational Cloud remains the system of engagement where customers' interactions occur. Syntrix provides an assurance layer for a safer, more predictable and compliant interactions as AI usage scales. Together, they form a unified platform that allows enterprises to deploy Conversational AI with confidence. Syntrix does not replace Conversational Cloud, it supercharges it. Additionally, Syntrix is designed to deliver the same level of assurance whether customers are using Conversational Cloud or other CX or CCaaS platforms, including those we compete with. This allows enterprises to apply a consistent governance standard across increasingly complex technology and CX stacks. We plan to continue expanding our out-of-the-box integrations throughout the year while also enabling partners and customers to integrate Syntrix with their preferred platforms and AI technologies.

Commercially, Syntrix is already gaining traction. We have successfully moved from early access to general availability with paying enterprise customers across banking, telecommunications and technology. This early response, combined with a significant addressable market, positions us to accelerate commercial execution. At this time, we continue to see deeper AI adoption across our core Conversational Cloud platform. In Q4, over 20% of all conversations leveraged our generative AI suite. We're also seeing strong traction with Copilot Translate, the newest addition to our Agent Assist portfolio. It enables brands to eliminate language barriers by embedding real-time AI native translation directly into the agent workflow.

We also remain on track to complete our multiyear platform modernization in the first half of this year. This milestone is foundational to our long-term scalability. We are transitioning to a unified architecture designed to support significantly higher generative AI traffic with improved resiliency. Completing this work positions us to reallocate resources towards accelerating product innovation in 2026.

Moving to our go-to-market performance. We are seeing continued confidence from our largest enterprise customers. This is reflected in several significant renewals this quarter, including 7 major financial services institutions, 2 major airline carriers, 3 leading telecom and internet service providers and a major health care provider. These renewals underscore the durability of our platform, the strength of our enterprise relationships and our ability to deliver measurable value across highly regulated and customer-centric industries.

Our partnership with Google Cloud is also delivering significant early results. In the fourth quarter, we secured a multimillion dollar renewal with an upsell, the major European telecommunications provider through the Google Cloud Marketplace. Based on conversations with several customers, we now expect a material amount of revenue to flow through marketplace by the end of 2026, delivering measurable improvements in churn. This validates our strategy to simplify procurement, leverage existing cloud commitments and expand LivePerson's adoption through partner-led channels. Our momentum with Google continues to deepen across both products and go-to-market. We've standardized on Google Gemini as a default LLM across our platforms and launched LivePerson's RCS channel. Together, these efforts strengthen LivePerson's position within Google's ecosystem and expand the joint opportunities that we can pursue.

We're also scaling our Google marketplace motion to enable enterprise customers to seamlessly procure our solutions using their existing cloud commitments. Our teams are now aligned with Google's field organizations to streamline procurement and accelerate sales cycles. While still a phased rollout, we are already seeing tangible traction with multiple marketplace transactions in process and a growing pipeline of joint opportunities.

Today, this motion is performing as a high-impact retention lever. By enabling our customers to tap into their existing Google Cloud commitments, we're moving LivePerson directly into the heart of the CTO's strategic spend. This is a fundamentally different relationship that elevates our strategic conversations with current and future customers. As we continue to scale these transactions and strengthen our position within Google's own ecosystem, we are creating a direct incentive for their field organizations to move beyond renewals and begin transacting net new business with us. Complementing this is our strategic collaboration with IT solutions, which has been a significant win for our mid-market segment. By reallocating resources in 2025, we have created immediate value and efficiency in this channel, reflected in improved renewal rates and expansion.

As we move into 2026, we intend to deepen this relationship further. We've also launched LivePerson Sync in partnership with Coral Active, a leader in enterprise contact center integrations. This solution enables seamless integrations with systems like Salesforce, Microsoft and ServiceNow, bringing CRM data and workflows directly into the conversation and creating a single unified workspace for agents. By eliminating the swivel chair effect, we've embedded LivePerson deeper into our customer service operations, improving productivity and overall agent experience. As brands streamline their technology stacks and demand tighter integrations between engagement and execution, LivePerson Sync expands our strategic footprint within the enterprise by differentiating our platform, deepening customer relationships and creating new long-term growth opportunities. We're already seeing strong interest with a healthy pipeline of opportunities. While there is still work to be done with retention and growth, we're beginning to see the benefits of more focused and disciplined approach. We are encouraged by the traction with our partnerships and an ecosystem as these alliances are already expanding our market reach and simplifying how customers do business with us.

As we move further into 2026, we remain focused on rigorous execution to convert this early traction into long-term stabilization and growth.

In conclusion, 2025 was a defining year for LivePerson. I am incredibly proud of the resilience and discipline our team demonstrated throughout this period. We successfully stabilized our foundation, improved our balance sheet and delivered a strong finish to the year. We launched the first phase of Syntrix with Conversation Simulator and opened a critical new growth channel with Google's Marketplace. We also made significant progress in our platform modernization, which is on track for completion in the first half of 2026. This unified architecture is designed to support significantly higher generative AI traffic with improved resiliency. Building on this, we are now focused on scaling Syntrix and accelerating high-velocity partnerships that expand our market reach. While there is still work to be done to further improve our capital structure, we are better positioned today to execute our strategy.

For the full year of 2026, we're providing the following guidance. We expect revenue to be in the range of $195 million to $207 million, and we expect adjusted EBITDA to be between a loss of $4 million and positive $7 million. While this guidance implies a year-over-year decline in revenue, we expect to achieve positive net new ARR in the second half of the year. With disciplined focus on executing our strategy, we're positioning LivePerson as the foundational layer for governable AI at scale and building the path for long-term sustainable growth and shareholder value.

With that, I'll turn the call over to John Collins. John?

Thanks, John. The fourth quarter marked a strategic and financial inflection point for LivePerson. We have rationalized the cost structure and improved the balance sheet, transitioning us from a period of rebuilding to one focused on innovation and commercial execution. Our fourth quarter results were driven by increased commercial traction within our enterprise customer base, including usage overages and high-value renewals and expansions. This traction reflects customer plans to move beyond AI experimentation to secure high-volume production applications. It also evidences growing customer confidence that our platform can enable that transition now and support evolving demands in the long run. While the fourth quarter's results and the guidance I'll discuss shortly are anchored by customer demand for our core platform, we believe the launch of Syntrix is an important innovation in the market today and represents a meaningful strategic growth opportunity. Syntrix is increasingly central to customer discussions on AI deployment across many use cases, creating the potential to capture broader AI spend across the enterprise.

In terms of deals, we signed 40 in the quarter, including 4 new logos and 36 expansions, which translated to a slight sequential increase in total deal value. We also continue to see strong adoption within the banking, telecommunications and airline sectors. These regulated industries rely on our leading technology for centralized AI-agnostic orchestration layers that ensure AI deployments are secure and effective.

Improving customer retention, including renewals with 7 financial services institutions, 2 major airlines and several leading telecom and health care providers underscores the strength of our platform amid a rapidly evolving market. These brands continue to commit to us because of our enterprise-ready platform and our improved financial foundation. Notably, over 40% of these renewals included expanding commitments.

Complementing our direct sales motion, we are seeing clear validation of our partnership strategy through Google Cloud. A multimillion dollar renewal and expansion we closed this quarter via the Google Cloud Marketplace is early proof of the potential opportunities. This partnership simplifies the customer procurement process and allows customers to optimize the return on pre-existing Google commitments. While this partnership is still early, customer reception has been strong, and we now expect that a material fraction of total revenue will flow through this channel by the end of 2026.

Beyond Google, our partnerships with IT Solutions and Core Active are contributing meaningfully to our commercial motion. These collaborations allow us to embed our technology more deeply into enterprise CRM workflows and deliver a high level of support down market, leading to improved renewal rates, especially within our SMB and MMB customer segments, all while incurring minimal additional overhead. This commercial strategy also helps us avoid the opportunity costs associated with the direct sales team taking time away from enterprise accounts.

As for our fourth quarter financial results, total revenue was $59.3 million, above the high end of our guidance range. Note that the upside relative to guidance was driven primarily by higher variable revenue. Adjusted EBITDA was $10.8 million, also above the high end of our guidance range, driven by the benefits of the cost restructuring executed in the third quarter and ongoing disciplined operational execution. Revenue from hosted services was $51 million, down 15% year-over-year. Recurring revenue was $52.9 million or 89% of total revenue. Professional services revenue was $8.3 million, down 36% year-over-year. Average revenue per customer was $680,000, up 9% year-over-year, driven in part by expansions with our largest customers and in part by customer retention. RPO declined to $176 million, consistent with the same factors driving declines in revenue. Net revenue retention was 78% in the fourth quarter, down from 80% in the third quarter. As a reminder, net revenue retention is a function of in-period revenue, meaning this metric will generally continue to decline until revenue begins to grow. Finally, in terms of cash, we ended the fourth quarter with $95 million of cash on the balance sheet.

Turning to revenue guidance. We expect positive net ARR in the second half of the year. While we believe this leading indicator supports the path to future growth, the corresponding positive revenue impact in 2026 will be offset by negative net ARR in recent periods. As a result, we expect revenue to decline through the year with the rate of decline flattening in the second half. For the full year 2026, we expect revenue to range from $195 million to $207 million, approximately 92% of which we expect to be recurring. Note that commercial traction with newly launched Syntrix primarily represents upside to the guide.

For the first quarter, we expect revenue to range from $53 million to $55 million, a sequential decline of approximately $5 million at the midpoint from the fourth quarter. As for adjusted EBITDA for the full year 2026, we expect a range from a loss of $4 million to a gain of $7 million. It follows that we do not expect adjusted EBITDA less CapEx to be positive in 2026. As for the first quarter, we expect adjusted EBITDA to range from $2 million to $5 million. Our expectation for slightly negative free cash flow reflects our attempt to balance many competing factors in order to increase long-term value creation rather than merely optimize for the near term. Making balanced investments in our go-to-market motion and product innovation will help us achieve positive net ARR in the second half of this year and sustain it going forward.

Before taking questions, I'll briefly summarize a few key points. The fourth quarter marked a significant turning point, transitioning us from a period of stabilization to one of targeted execution. Our results confirm that the LivePerson platform is essential to our enterprise customers and their planned AI deployments. We are now effectively leveraging high-efficiency channels such as Google Marketplace to drive both customer retention and future growth. Rigorous cost management has allowed us to operate efficiently while still maintaining investment in 3 strategic priorities: retaining and expanding our customer base, continuously developing new features and capabilities for our customers, including delivering on the Syntrix road map and strengthening our partner network. Looking ahead, we remain committed to the disciplined execution of these pillars. With our cost structure now appropriately aligned to our expected revenue base and the fundamental value of our platform affirmed by our largest customers, we are confident in our trajectory to achieve positive net ARR in the second half.

With that, operator, we can move to Q&A.

[Operator Instructions]

And the first question comes from the line of Jeff Van Rhee with Craig-Hallum Capital Group.

This is Daniel on for Jeff Van Rhee. Just on -- maybe starting off with the bottom line and the current OpEx level. Could you walk us through sort of what -- really nice decrease in the total OpEx for the quarter sequentially here in Q4. Is there anything onetime about the OpEx in Q4? And then maybe just walking us a little bit about how you expect that to -- it looks like scale back up to '26?

Daniel, I'll start there. So the results in the fourth quarter for the bottom line were primarily driven, as we said in the prepared remarks, by the large restructuring that we executed in the prior quarter. And there may be some onetime items, but it was primarily a structural change to our cost base. As we look forward and as we described in the prepared remarks, we are looking to make investments in innovation on the product side as well as our commercial presence. So those are, we view necessary investments to ensure we're on a path to positive net ARR in the second half.

Yes. And then on positive net new ARR in the second half, maybe you could walk me through -- I think you said you expected revenue to continue posting sequential declines as you're adding net new ARR. Not sure -- maybe I missed something there, not sure how that works out. Are you saying that ARR will grow sequentially in the back half, but nonrecurring elements are going to show sequential declines just that revenue would still dip? Or maybe you could just walk through that again? And then just expanding a little bit on your confidence, whether that's what you're seeing in quotas or what you're seeing in the pipeline in terms of visibility out there to the back half?

Yes. Let me reconcile the revenue comment with the positive net ARR. So in recent quarters, we've had a large negative net ARR the revenue impact we are feeling throughout 2026. That revenue impact will offset completely the positive revenue from the net ARR we expect to generate in the second half. So that's the reason for the revenue to sequentially decline. It's because historical customer losses are still playing through the P&L throughout 2026.

As it relates to our visibility and pipeline, I'll say a few words and pass it over to John Sabino. I mean our guide reflects a healthy pipeline for the first quarter, and that includes some deals for the new product launch Syntrix that we described. But importantly, most of the guide is predicated on demand for the core platform, which continues to be robust as we've described in the prepared remarks.

I'll second John Collins' comments. LP Sync and just add a little bit of additional color, LP Sync and Syntrix are new into the market. Syntrix just becoming generally available last week. So we're going to -- it's going to take a little bit of time to build that up, but we are starting to see some of the efforts improving from the marketing and outreach that we've started to do with our commercial teams. So we believe that, that will continue to improve throughout the year.

Yes. And maybe last for me, just on Syntrix. If you could expand a little bit on the marketplace, the competitive landscape, what you were seeing there in terms of the need for Syntrix? Was that customers coming inbound saying, "Hey, I need this sort of thing." Where was sort of the ideation? When did the development of that begin? And then maybe last of all, just how do you expect that to evolve from here in terms of the road map it sounded. Maybe you could expand a little bit. I think you talked about additional functionality you wanted to add to that platform.

Yes. Let me start with demand. We initially saw a request for simulation capability to train both Live reps and train AI agents. Simulations was our initial response to that. But what we started to see was that broadly just about every AI initiative, whether it's LivePerson's AI or someone else's, has had a number of challenges throughout an enterprise organization and its deployment and ability to create value for the customer. And this is due to compliance challenges and ability to enforce guardrails and just understand how a model is going to perform in the real world before it gets there. So we stepped back and took a holistic view of what the real challenge was. And essentially, what you're seeing is that it's not whether or not you can deploy AI or have a Conversational Platform that's digital for your customers. It's really your ability to look at the quality of that and assure that it's going to work the way that you expect before it ever gets in front of a customer.

So Syntrix as a platform is a response to work with the LivePerson platform and any one of our competitors, whether they be AI providers or CCaaS providers to actually simulate, produce analytics, intelligent insights that can either self-heal or improve performance of a model. These are future things that we're working on to ultimately provide an adherence to a compliance framework. And ultimately, this would lead to overall governance for any AI or orchestrated digital customer journey across a varied tech stack. So that's the evolution of Syntrix. It's really moved from I just want to be able to simulate, train my people and/or a bot into a much broader problem set that we believe that we can solve across a LivePerson ecosystem or a broader digital CX ecosystem where analytics, intelligent identification of issues and/or compliance failures can be reported on and ultimately resolved either before a bot or a customer agent is deployed or catching it if there is something after the fact.

The next question comes from the line of Ryan MacDonald with Needham & Company.

John, maybe just to follow up on Syntrix off of that last response. Can you just talk about the pricing model for Syntrix and whether you're going to be sort of looking at token-based pricing? If so, what kind of visibility does that give you into sort of the revenue stream as sort of Syntrix adoption grows? And then from, I guess, any sort of early signs from some of the first few deals for Syntrix in terms of what sort of uplift this potentially creates within the renewals on the core customer base?

So let's start with the pricing model. The pricing model is conversation-based. So you can think of it as a consumption model. It's not necessarily seat-based as you may have seen in some places in the past. And in order to build the model for the customer, we really do look at the number of bots and/or agents they're trying to train and how many campaigns or things that they may be looking to either bring through an AI interaction and/or human interaction. And so we propose a number of different models that represent a statistically significant simulation capability. So it's really based on the consumption and what the customer is trying to achieve.

Now with the early customers that we have, we have seen that this is an upsell opportunity as well as a retention capability. So early indications are that customers are using it in line with our model so that the conversation-based pricing accurately reflects what we believe we can do with the customer and is driving improvements that we've published publicly in terms of velocity of training new customers and savings -- excuse me, velocity and training of new agents and savings for customers. So we're confident that this is going to drive bottom line value for customers. Right now, we have dozens of opportunities that we're looking at. And now that we're GA with the product, we're hoping to see some of that as upside in the pipeline going forward. And it represents millions, not hundreds of thousands.

Excellent. I appreciate all the color there. And then on Google Cloud Marketplace, obviously, continuing to see some nice progress there and sort of growth in pipeline. Can you just give us a sense in terms of the, I guess, mix of pipeline sort of heading into '26 here that GCM represents sort of relative to maybe the direct sales channel or other channels? And then what kind of incremental leverage sort of continued sort of growth and success with Google Cloud Marketplace can sort of provide on your direct sales efforts?

I'll start and then, John, if you want to add, please feel free. Right now, Google Marketplace really does represent a retention lever for us. It's simplifying procurement, and it's now elevating where the LivePerson spend is typically being allocated within a technology budget inside of some of the large enterprises that we serve. So we see this representing a significant portion of how we do renewals going forward in the future because of the simplification of purchasing and/or an already allocated portion of funding inside of our larger enterprise customers.

As far as growth goes, we're starting to see those joint opportunities with Google. We have aligned our commercial teams and theirs, and there's incentives in place for them to work with us now and drive some of the spend for LivePerson through Google Marketplace. So again, we see this as potential upside, right, to be very clear, right now, it's a renewal and expansion play for us, but we believe it to be only natural to create additional new opportunities and potentially new customers through ease of transaction and aligned incentives with Google's field as well as our own. I think it will be...

The only...

Yes, go ahead, John. I'm sorry. I didn't stop there.

The only addition I would make to that is just to emphasize that it exposes us to a new set of stakeholders. And so where we have previously been predominantly working with the head of care, we now have more access to CIOs, which could change the conversation for us by way of both renewals and potentially growth in the future.

Very helpful. I appreciate it. Maybe one more for you, John Collins. Can you just help us understand from sort of the quarterly flow on adjusted EBITDA? I mean, I know historically, you've sort of ramped as you've gone throughout the year. But can you just help us understand, obviously, you're making some incremental investments this year to try to drive that return to net new ARR growth in the second half. But how we should think about -- it seems like Q1 is sort of the high watermark based on sort of the Q1 and fiscal '26 EBITDA guidance, but how we should expect that to sort of flow throughout the year?

That is approximately correct. I expect Q1 to be the high point for the year as we emphasize that there is a need for investment on the product side and the commercial side, which we've already begun executing. So that will be additional costs relative to the Q4 run rate that's added this quarter, and we'll see that manifest per the guidance we provided throughout the year.

Thank you. This concludes the question-and-answer session, and this will conclude today's conference call as well. You may disconnect your lines at this time, and we thank you for your participation.

Thank you.

Good afternoon, ladies and gentlemen. Thank you for standing by. Welcome to LivePerson's Third Quarter 2025 Earnings Conference Call. My name is Irene, and I'll be your conference operator today. [Operator Instructions] As a reminder, this conference is being recorded.

I would now like to turn the conference call over to Mr. Jon Perachio, Vice President, Investor Relations.

Thank you, Irene. Joining me on today's call is John Sabino, CEO; and John Collins, CFO and COO.

Please note that during today's call, we will make forward-looking statements, which are predictions, projections and other statements about future results. These statements are based on our current expectations and assumptions as of today, November 10, 2025, and are subject to risks and uncertainties. Actual results may differ materially due to various factors, including those described in today's earnings press release and the comments made during this conference call, as well as in 10-Ks, 10-Qs and other reports we file with the SEC. We assume no obligation to update any forward-looking statements.

Also during this call, we'll discuss certain non-GAAP financial measures. A reconciliation of GAAP to non-GAAP financial measures is included in today's earnings press release. Both the press release and the supplemental slides, which include highlights for the quarter, are available on the Investor Relations section of LivePerson's website, ir.liveperson.com.

With that, I'll turn the call over to LivePerson's CEO, John Sabino.

Thank you so much, Jon, and thank you all for joining us today. I will begin by briefly reiterating the decisive actions we took to stabilize the company this quarter. Then I will cover our results and key business updates.

First, the debt refinancing agreement we discussed on our last call is now closed. This is a pivotal achievement and most importantly, resolves a concern we heard from our customers and partners. Second, we executed a cost restructuring to reduce our cash burn. This ensures we can operate efficiently and allows LivePerson to retain cash on the balance sheet. Together, these actions address a primary headwind of renewal hesitation and slower bookings and indeed, the tone of our customer conversations has started to change. They recognize that our cost and capital structures have been stabilized and are looking to us for continued strategic partnership.

Now turning to our operational performance for the third quarter. We delivered results that were above the high end of our guidance ranges for both revenue and adjusted EBITDA. Revenue came in at $60.2 million, exceeding the high end of our $60 million guidance. Adjusted EBITDA was $4.8 million. This significantly exceeded our high end of our guidance range, demonstrating our continued financial discipline with the cost reductions made during the quarter.

Turning to our product. We're seeing strong momentum and validation from both our customers and the market. Our customers' adoption of our generative AI suite continues to grow with nearly 20% of all conversations on our platform now using generative AI. At the same time, Gartner recently recognized LivePerson as a Niche Player in their 2025 Gartner Magic Quadrant for Conversational AI Platforms, one of only 13 -- one of only 13 vendors. We were also recognized in the 2025 Gartner report for Digital Customer Service.

Building on our previously announced partnership with Google, we were honored to join them on stage at their recent RCS event. LivePerson's integration with Google's RCS platform enables brands to deliver rich, interactive and verified messaging experiences that drive higher engagement and customer trust. It also allows businesses to seamlessly transition from campaigns to 2-way messaging, combining multimedia content with LivePerson's platform to create personalized, scalable customer conversations. It is an exciting development, and we expect to share more on this in the future.

This partnership with Google extends even deeper. We just launched Copilot Translate built on Google's Gemini 2.5. This capability is embedded directly within our agent workspace, eliminating language barriers by automatically translating all inbound and outbound messages. It allows our brands to effortlessly serve customers in many languages, boosting agent productivity and delivering a truly AI-native experience. Our innovation extends beyond these powerful partner integrations. We are applying our deep conversational expertise to solve customers' most fundamental challenges.

We continue to hear consistent feedback from our customers and prospective customers about the challenges they face in deploying and scaling both AI and human agent workforces. These challenges range from the complexity of safely training and validating AI models before production to long ramp times, high training costs and quality assurance demands of their human teams. To address these needs in the market, we are leveraging our decades of conversational expertise and deep culture of innovation to introduce Conversation Simulator. This is a transformative product that enables brands to safely test, train and validate AI agents in real-world conditions while simultaneously providing in-workflow training and quality management for human agents.

Our fundamental differentiator is providing this dual capability in a single unified platform. It accelerates the time to value for AI deployments, improves human agent performance, and positions our customers to scale more efficiently, driving stronger business outcomes across the enterprise. This will be a stand-alone product with its own revenue stream, and we believe it represents a significant new opportunity for LivePerson. It has a fundamentally open architecture designed to serve as the vendor-agnostic testing and insurance hub for a business' AI and human conversational ecosystem. This means that while it integrates seamlessly with our platform, it will also work with any CCaaS platform and any third-party AI.

The core purpose of this product is to make AI agents more predictable, trainable, testable and audible. This product allows businesses to simulate, analyze and continuously improve performance across their conversational ecosystem. This is precisely where we bring AI and human training together. For AI bots, this product validates and optimizes performance against business-critical synthetic scenarios before they ever reach a live customer. This tests end-to-end conversational orchestration of care, sales and commerce use cases across live agents and virtual agent experiences.

For human agents, it provides a new style of training. We can inject synthetic scenarios and test agents directly in their workflow. This provides real-time feedback and training without ever taking them out of their day-to-day activities.

The value this provides to our customers is significant. Early data points to a 30% decrease in agent ramp time and a 50% reduction in the time to test AI bots. Beyond these efficiencies, it is giving our customers the confidence to launch AI agent at scale for high stakes customer-facing use cases. Our product provides the visibility, risk management, continuous monitoring and training necessary to bring velocity and trust and scale to AI deployments. We believe these capabilities will remove key obstacles that has prevented further generative AI adoption. This proactive continuous approach marks a shift from recent failure analysis -- excuse me, from reactive failure analysis.

Customers can now identify and preempt errors. This is how we will deliver trust, value and more predictable business outcomes, driven by a unified strategy for both AI and human agents. This capability unlocks a significant opportunity by extending LivePerson's reach beyond the traditional enterprise segment. Conversation Simulator has been designed to provide critical assurances to businesses of all sizes, allowing us to address an adjacent market for training, simulation and compliance. This market represents a $10 billion TAM today and is projected to grow to $20 billion by 2030. Best of all, this is resonating with our customers. We have several early access customers actively using the product and seeing initial results. These customers include Telstra and Open University, amongst others.

Additionally, we have a strong pipeline of customers expected to begin testing in the coming months. This early adoption is validation that Conversation Simulator provides a critical new layer of trust and predictability that the industry demands, and we are uniquely positioned to lead. We look forward to updating you on the growth and success of this new product.

Now moving to go-to-market. We are seeing encouraging early signs of improvement in our commercial performance. Nowhere is this progress more evident than our renewal discussions where the tone and confidence of our customers has shifted meaningfully. We successfully renewed several large accounts that had previously expressed hesitation, including a major U.S. telecom company and a leading amusement park and entertainment company. This renewed confidence extends beyond renewals and into new growth opportunities.

For example, a leading travel brand, which had initially raised concerns about our financial stability, recently signed a new upsell contract. In addition, a large financial services organization, which had shared similar concerns is now expected to grow with us, including an upsell this quarter. These expansions from accounts that had previously expressed concern are powerful indicators of increasing confidence in our innovation and stability. This returning customer confidence is also beginning to appear in our numbers. We delivered a slight sequential increase in bookings this quarter, even as we continue to navigate the headwinds from renewal hesitation, longer deal cycles and new AI-related approval processes across the industry. Our commercial momentum is being strengthened through our key technology partnerships as well.

Notably, we're now officially live on Google Cloud Marketplace, a major milestone that makes it significantly easier for organizations already operating in the Google ecosystem to discover and purchase our platform using their committed Google Cloud spend. This opens a powerful new frictionless channel for growth, and it deepens our reach across enterprise markets. In fact, we already have a deal flowing through this new channel, validating the strategy.

At the beginning of this call, I laid out the decisive actions we took to stabilize this company, and we're beginning to see the benefits. The tone of our customer conversations is changing, and we're seeing better momentum in key enterprise accounts. We're also seeing continued strong adoption of our generative AI capabilities, early traction on our new Conversation Simulator, and a growing partnership with Google creating additional paths to market.

With better-than-anticipated variable revenue performance in Q3 flowing through to the full year, we are raising our full year revenue guidance range to $235 million to $240 million, up $2.5 million at the midpoint and our full year adjusted EBITDA guidance to a range of $7.5 million to $12.5 million, up $8 million at the midpoint. With our financial foundation stabilized and commercial traction building, we are well positioned to continue to execute our strategy.

Now let me hand our call over to John Collins. John?

Thanks, John. In the third quarter, we continued to deliver on the plan we committed to at the start of the year. We closed the previously announced debt refinancing agreement and significantly reduced our cost structure. Together, these milestones give LivePerson the financial foundation needed to succeed in the market. In addition, we began migrating customers to our public cloud infrastructure, and we launched a new product innovation, as John discussed, Conversation Simulator, for which we already have paying customers and a growing pipeline of opportunities. While it's early, we are seeing indications of meaningful demand.

In terms of deals and significant wins in the quarter, we signed a total of 28 deals, including 2 new logos and 26 expansions and renewals, translating to a sequential increase in total deal value of 14%. Key themes for the quarter included continued traction in regulated industries, namely banking, healthcare and telecommunications, where there is demand for compliant, centralized and AI-agnostic orchestration to securely deploy and manage a variety of AI agents. Significant renewals and expansions included a 7-figure deal with a leading U.S. health plan provider, a leading amusement park and entertainment company and Sanlam, a leading South African financial services group. We also added a global industrial company as a new logo.

In addition, with the debt transaction behind us, we began proactively educating customers on our improved financial foundation, which has already resulted in the renewal status of certain customers changing from cancellation or short-term extension to full renewal.

As for our third quarter financial results, total revenue was $60.2 million, above the high end of our guidance range. Note that the upside relative to guidance, which resulted in a slight sequential increase in revenue was driven by variable [ overhead revenue ] and the timing of revenue recognition for certain deals.

Adjusted EBITDA was $4.8 million, also above the high end of our guidance range, driven by strong cost discipline and the immediate benefits of the cost restructuring executed during the quarter. Revenue from hosted services was $51.2 million, down 18% year-over-year. Recurring revenue was $55.1 million or 92% of total revenue.

Further segmenting revenue, professional services revenue was $9 million, down 23% year-over-year. From a geographic perspective, U.S. revenue was $37 million and international revenue was $23.2 million or 61% and 39% of total revenue, respectively. Average revenue per customer was $665,000, up 6% year-over-year, driven in part by expansions with our largest customers and in part by customer retention.

RPO declined to $182 million, consistent with the same factors driving declines in revenue. Net revenue retention was 80.4%, up [ from ] 78.2% from the second quarter. This sequential increase was driven by the same factors that caused the sequential increase in revenue. In general, we expect net revenue retention to track with in-period revenue and experience slight sequential declines going forward. Finally, in terms of cash, we ended the third quarter with $107 million of cash on the balance sheet.

Turning to guidance. Considering the revenue upside in the third quarter, which we are flowing through, and our improved outlook on renewals, we are raising guidance for the full year. For revenue, we now expect a range of $235 million to $240 million, an increase of $2.5 million at the midpoint. For adjusted EBITDA, we expect a range of $7.5 million to $12.5 million, an increase of $8 million at the midpoint. We also expect adjusted EBITDA to exceed capital expenditures for the full year.

The implication for revenue in the fourth quarter is a range of $50.5 million to $55.5 million. Note that the sequential decline is driven in part by the timing of revenue recognition that benefited the third quarter. We expect recurring revenue to be approximately 93% of total revenue in the fourth quarter. As for adjusted EBITDA in the fourth quarter, we expect a range of $0 million to $5 million.

Before taking questions, I'll briefly summarize by emphasizing that the third quarter demonstrated strong execution against our strategic plan. We strengthened the capital structure and rationalized costs, setting us on a path toward producing sustainable free cash flow. Simultaneously, we continue to deliver value for customers with on-schedule DCP migrations and product innovation in the form of Conversation Simulator. Collectively, we believe these milestones have positioned LivePerson to continue building commercial traction going forward.

And with that, we can move to Q&A.

[Operator Instructions] The first question we have is from Jeff Van Rhee of Craig-Hallum Capital Group.

This is Daniel Hibshman on for Jeff Van Rhee. Maybe just you could open with giving a little bit of color on the upside to the quarter and what drove that? I mean it sounds like a few factors, perhaps customers gaining some additional confidence in the finances and a few other factors. But maybe 80/20, you could point us to sort of what drove the upside this quarter.

John, do you want to talk about revenue, and I'll talk to bookings afterwards?

Yes. No problem. Good to hear from you, Daniel. In terms of the upside, we characterize it as timing, which means there's some deals that would have otherwise taken place in the fourth quarter that are now in the third. And there's variable revenue that we recognized in the third that drove the balance of the upside in the quarter. The timing is the larger factor there for your 80-20.

And then on bookings is, Daniel, as you can imagine, the conversations around financial stability and other things, not only impeded renewals, but it also had to do with our ability to expand in some of those accounts, and we're starting to see those conversations have some forward progress -- positive progress.

Okay. And then on the competitive landscape for conversational simulator, maybe just walk us through -- I'm not familiar with the landscape there. What are some of the key peer products that are out there for this already? What's the differentiation that LivePerson is looking to bring to the market? What's the right to win? Just anything about the tiers there.

Yes, there's a few things with that. There are quite a few folks that are in the space, but no one that really addresses both sides of the equation, which is both human and bot. We're one of the few that we can find that do that in the market. Additionally, our experience around the verticals and the businesses we play in give us the data set and the unique knowledge in which to train certain scenarios, personas for our customers that separates us quite a bit from some of our competition. But the interesting thing around this is that the approach that we're taking, the ability to actually inject a training scenario or evaluation of a human agent's performance right into their daily work stream or messaging queue is something that's pretty unique to us. So we're not -- you're not training in an outside environment. You're there doing your job and the ROI is still there in place. And when it comes to bots, we're able to do this in a way that really does allow you to simulate at scale how that full orchestration is going to perform. And so because we have both sides of the equation, our product is pretty unique in that regard.

Additionally, it's an open product, meaning that we can test any LLM that's out there, any CCaaS platform in addition to activity on our own. So what I think really does separate LivePerson here is that we're not looking at one side of this in isolation. We're looking at it from a complete CX perspective, and we can do a continuous improvement in training loop compliance and governance in a way that is pretty unique in the market. So those are the things that we think differentiate it, and we haven't really seen someone else doing exactly the same thing as us or being in a position to because we are both human and AI in how we address an agent and a CX experience for a brand.

Okay. That's helpful. And then just one last one for me on the modeling. Just -- I think, John, you mentioned a little bit on restructuring and some additional costs coming out. Just anything -- is that something that happened here in Q3? Is that in reference to something that's layering in more so in Q4? And then just anything on the scale of that? I see the EBITDA here guide is a few million ahead of the Street for Q4. Should we take something in that scale is what the few million maybe sequential change in OpEx is what's driving that beat in Q4? Just any thoughts on that.

Yes, that's correct, Daniel. That's what's driving the beat in Q4. And to answer your earlier question, the timing was Q3, so we should begin to experience the full effects of the cost restructuring during Q4 and for full year '26.

[Operator Instructions] At this time, there are no further questions. And with that, this concludes today's teleconference. Thank you for joining us. You may now disconnect your lines.

Good afternoon, ladies and gentlemen. Thank you for standing by. Welcome to LivePerson's Second Quarter 2025 Earnings Conference Call. My name is Diego, and I will be your conference operator today. [Operator Instructions] As a reminder, this conference is being recorded.

I would now like to turn the conference call over to Mr. John Perachio, Vice President, Investor Relations.

Thank you, Diego. Joining me on today's call is John Sabino, CEO; and John Collins, CFO and COO.

Please note that during today's call, we will make forward-looking statements which are predictions, projections and other statements about future results. These statements are based on our current expectations and assumptions as of today, August 11, 2025, and are subject to risks and uncertainties. Actual results may differ materially due to various factors, including those described in today's earnings press release and in the comments made during this conference call as well as in 10-Ks, 10-Qs and other reports we file with the SEC. We assume no obligation to update any forward-looking statements.

Also during this call, we'll discuss certain non-GAAP financial measures. A reconciliation of GAAP to non-GAAP financial measures is included in today's earnings press release. Both the press release and the supplemental slides, which include highlights for the quarter, are available on the Investor Relations section of LivePerson's website, ir.liveperson.com.

With that, I'll turn the call over to LivePerson's CEO, John Sabino.

Thank you so much, Jon. Thank you all for joining us today.

Before discussing our results and business updates, I'll be outlining the refinancing agreement with the 2026 noteholders announced today. Let's start here because strengthening our capital structure has been a top priority since I joined the company. Building on last year's successful transaction with Lynrock Lake, I am pleased to share that this refinancing agreement represents a decisive step in strengthening our capital structure. It meaningfully delevers our balance sheet and extends debt maturities to 2029, providing a runway to execute our strategy.

Equally important, it reinforces confidence in our customers and partners that LivePerson remains a long-term strategic partner. The refinancing is also intended to shift a greater proportion of enterprise value to equity holders by significantly reducing total indebtedness.

Now let me turn to our operational performance. We delivered revenue of $59.6 million which was above the midpoint of our guidance range. Our adjusted EBITDA also came in at $2.9 million, exceeding the high end of our guidance range. John Collins provide more detail about our financials shortly.

Now I want to provide some color on our product strategy. In the second quarter, we experienced a 45% sequential increase in conversations powered by our Generative AI Suite. In fact, over 17% of all conversations on LivePerson's platform leverage at least one form of Generative AI feature, up 5 percentage points from a quarter ago. This increased adoption reflects a clear and measurable value that we are delivering by helping customers improve efficiency and elevate their customer experience.

We're also seeing exciting new customer use cases emerge, which further validates our product strategy. As we continue to evolve our platform to be a true system of action and intelligence, we're empowering enterprises to transform customer interactions into real business outcomes. Our vision is to embed AI into every interaction, and we achieved this with an open, flexible workspace powered by our leading tools and automation, real-time transcription and agent assistance. The true value of our platform is demonstrated by our customer success. So let me share a few examples of what they're achieving.

First, a premier diagnostic provider deployed our routing AI agentic bot and within 3 weeks, saw a significant decrease in call volumes while increasing messaging volumes by 7x, demonstrating rapid adoption and scalability, while achieving a 97% routing accuracy and an 86% CSAT score. We're also using AI-powered summarization to automate CRM updates, improving agent efficiency.

Second, a major media technology company is using our Agentic AI-powered routing to fully contain 20% of conversations without human intervention, while achieving an 86% first contact resolution rate and an 89% CSAT score.

And third, a leading technology services organization dramatically cut escalations and decreased resolution times by using our AI routing. This was possible because our AI is now far better at understanding what customers are asking for, reducing errors by 38% and resolving 62% more unique requests on the first drive. These are examples with industry-leading brands and are not isolated cases. They are clear proof that our AI is delivering mission-critical business outcomes.

Next, I want to highlight that our product strategy is being matched by a focused evolution in how we go to market with our strategic partnerships playing a central role. Just last week, we announced that we're deepening our relationship with Google Cloud. This collaboration unifies our market-leading conversational platform and operations with Google Cloud's AI innovations, including their advanced large language models. This isn't just about integrating features. We're shifting to encompass a joint global go-to-market initiatives and collaborative product innovation.

This will allow us to jointly redefine enterprise customer experience and accelerate our mission to create a new era of highly efficient, personalized and connected experiences worldwide. This strategic alliance is built on the foundation of our ongoing migration to Google Cloud. This long-term initiative is about optimizing our services on a state-of-the-art stable infrastructure. This not only improves resiliency, but frees our engineers from managing underlying complexity to focus on delivering value to our customers. In fact, the partnership with Google and the high-performance AI technologies made available for Gemini and Vertex are added benefits, which we are now well positioned to take advantage of.

Building on our work with Google, we will be expanding our relationship with Databricks, which is foundational for our critical innovations. By underlying our conversational data -- excuse me, by unifying our conversational data into a single extensible high-performance system deployed within Google Cloud. We will unlock 3 key advantages. First, we can deliver smarter, faster outcomes for our clients in analytics and automation. Second, we can speed how we build and iterate on Agentic AI use cases. And third, enterprises and partners can securely build their own Agentic AI solutions on top of our platform. Together, these partnerships make LivePerson's platform more intelligent, extensible, attractive to enterprise buyers looking for proven AI capabilities. We believe these strategic partnerships will amplify our market presence and enable us to deliver integrated solutions to a wider range of enterprises, reinforcing our position as a strategic partner for all channels.

Turning to our commercial results and our outlook for the rest of the year. Second quarter bookings improved sequentially over Q1, but the overall pace of new business in the first half was slower than anticipated. We have also experienced renewal hesitation from a few larger customers. Two primary factors have contributed to this. First, the broader macroeconomic uncertainty continues to extend enterprise buying cycles, especially for high-value AI solutions. These transformative deployments naturally require extensive customer due diligence, and this is what we see as extending these buying cycles.

Second, uncertainty around our capital structure has been a clear headwind in our commercial process. Addressing that headwind was a top priority, and the refinancing agreement directly addresses consistent customer and partner feedback on this issue by providing reassurance on the company's financial stability. As a direct result of the commercial factors I've outlined, we're adjusting our financial outlook. Based on the slower bookings and renewal hesitation from select large customers, we are revising our full year revenue guidance to $235 million at the midpoint a decrease of approximately 5%. At the same time, we're managing the business with financial discipline.

Through significant adjustments to our cost structure and a focused approach to cash preservation, we are offsetting top line declines. We are, therefore, increasing our full year adjusted EBITDA guidance midpoint to a positive $2 million, an increase of $9 million. John Collins will provide more detail on this shortly.

With a stronger capital structure in place, we will continue to focus on product innovation that drive business outcomes for our customers and our commercial progress. This quarter, that focus showed up in 45% sequential growth in Generative AI conversations and expanded strategic partnerships with Google and Databricks, creating new momentum and opportunities. We have taken decisive action to address our challenges and strengthen the company. I am confident that these steps have laid the groundwork for us to enhance our commercial performance continue executing on our strategy.

Now let me hand the call over to John Collins, who will provide further details on our financials. John?

Thanks, John. I will cover a few key points on the refinancing agreement, followed by a discussion of customer wins, second quarter financial performance and then guidance. To begin, I'd like to take a moment to recap our multiyear strategy to deleverage the balance sheet. As many of you will recall, in June 2024, we closed a transaction with our largest noteholder, Lynrock Lake that strengthened the balance sheet through a combination of deleveraging and maturity extension.

We consider this transaction to be the first of 2 phases in our debt reduction strategy. Critically, Phase 1 also provided us with $100 million of cash and the ability to issue second lien notes. Both of which we expected to be necessary to execute Phase 2 of our strategy. That is the refinancing of the remaining $361 million of notes due to mature in December 2026.

Importantly, Phase 1 was also designed to address a growing friction in our commercial motion. Large enterprise customers who are making multiyear technology investments with LivePerson, in some cases, 3 to 5-year commitments were increasingly hesitant to transact with the company because of its perceived financial instability. Phase 1 enabled us to demonstrate for customers tangible progress on the execution of our strategy to strengthen the balance sheet and overall financial profile.

Jumping ahead to the first half of 2025 with next year's $361 million debt maturity in looming large in the minds of all LivePerson constituencies, our commercial progress slowed relative to our previous expectations. With the successful execution of Phase II, we have addressed a primary concern expressed by customers, employees and shareholders alike.

More specifically, as announced today, we have reached an agreement with our 2026 noteholders to exchange $341 million of notes maturing in December 2026 for $45 million in cash, $115 million in second lien notes maturing in 2029 and 39% of equity with part of the equity delivered at closing and the balance delivered through convertible preferred stock that is mandatorily convertible upon a shareholder vote. In total, this exchange captures $181 million of debt discount that accretes to shareholders and deleverages the balance sheet by $226 million shifting a greater proportion of enterprise value to shareholders and providing the company with time to execute strategy, which we believe will reinforce LivePerson's position as a long-term strategic partner to customers and further enhance value creation for shareholders.

Turning to the quarter. In terms of deals and significant customer wins, we signed a total of 38 deals in the second quarter including 3 new logos and 35 expansions in renewals, translating to a quarter-over-quarter increase in deal values of 15%, but a year-over-year decline of 9%. Consistent with recent themes, we observed continued demand for AI agents and AI orchestration within highly regulated industries such as health care, financial services and telecommunications which leverage our platform as a trusted AI agnostic orchestration engine.

Significant renewals and expansions included a 7-figure deal with a global financial services company, a major European retailer, one of Australia's largest retail groups and a leading U.S. health plan provider. We also added a European digital marketing agency as a new logo. Despite the sequential increase in bookings in the second quarter, overall commercial progress in the first half of the year was slower than anticipated, which will impact our outlook for the second half.

We attribute slower bookings and renewal challenges to 2 primary factors. As discussed, first, increasing concerns from enterprise customers regarding the financial stability of the company, especially considering the $361 million debt maturity next year, which became a key agenda item for nearly every enterprise buyer in the first half. And second, macroeconomic uncertainty that continues to constrain budgets and extend buying cycles, especially for high-value AI solutions. Decision-making has slowed with the influx of new AI offerings and the establishment of AI committees and related compliance processes, which have introduced new decision-makers.

Turning to our second quarter results. Total revenue was $59.6 million or just above the midpoint of our guidance range. Adjusted EBITDA was $2.9 million, which was above the high end of our guidance range, driven by ongoing cost discipline and operational efficiencies. Revenue from hosted services was $50.3 million, down 25% year-over-year. Recurring revenue was $55 million or 92% of total revenue.

Further segmenting revenue. Professional services revenue was $9.3 million, down 26% year-over-year. From a geographic perspective, U.S. revenue was $36.7 million, and international revenue was $22.9 million or 62% and 38% of total revenue, respectively. Average revenue per customer was $655,000, up 4% year-over-year, driven in part by expansions with our largest customers and in part by customer retention.

RPO declined to $197 million, consistent with the same factors driving declines in revenue. Net revenue retention was 78% in the second quarter, down 80% from the first quarter. As a reminder, net revenue retention is a function of in-period revenue, but this metric will continue to decline until revenue begins to grow again. Finally, in terms of cash, we ended the second quarter with $162 million of cash on the balance sheet, inclusive of the proceeds from the transaction with Lynrock Lake last year.

In terms of guidance, while the refinancing agreement announced today addresses a primary concern, customers have consistently cited during commercial discussions, renewal friction and slower-than-expected bookings in the first half caused us to revise down our outlook for the second half.

In terms of revenue for the full year, we are lowering our range to $230 million to $240 million, which translates to a decrease of approximately 5% at the midpoint. As for the third quarter, we expect revenue to range from $56 million to $59 million, representing a sequential decline of approximately $2 million at the midpoint relative to the second quarter.

In terms of revenue mix, we expect recurring revenue to be approximately 93% of total revenue for both the third quarter and the full year. As for the bottom line, we continue to balance our cost structure and expected business performance with a focus on preserving cash and reallocating resources to both deliver on innovation for customers and modernize our architecture through GCP migration, which is also essential for our customers. As a result, we now expect to deliver positive adjusted EBITDA for the full year. Accordingly, we are raising our full year guidance to a range of a loss of $3 million to a profit of $7 million. This represents a significant improvement from our prior range of a loss of $14 million to 0. Finally, we expect adjusted EBITDA in the third quarter to range from a loss of $4 million to a loss of $2 million.

Before moving to questions, I'll briefly emphasize that we are taking decisive action to address concerns expressed by customers, shareholders and employees regarding our financial stability. While commercial progress in the first half of 2025 was impacted by customer concerns and macroeconomic uncertainty. The company remains focused on execution, innovation and cost discipline, and we now have the runway for these strategic efforts to enhance value creation for shareholders and reinforce customer confidence in LivePerson as a long-term strategic partner.

And with that, we can move to Q&A.

[Operator Instructions] And our first question comes from Jeff Van Rhee with Craig-Hallum Capital Group.

So a couple for me. Just maybe on the new logo capture, John, John S. Yes, new logo capture for the quarter, understood on the macro. But in the deals that you're getting into, talk to the win rates and how it is going, if you're able to get into those deals and deals that are closing, how are your win rates trending?

Jeff, good to hear from you. We're still staying relatively consistent from quarter-to-quarter. Again, we see many of the -- we've seen RFPs push out on decision-making in some cases. We've also -- we still have not seen composition from platform providers still beating us out, but we're seeing the expected closing for some of these deals really just pushing out into the future where they're rewriting the RFP or changing scope.

And so that's -- so some of these opportunities that we thought that we land here in 2Q have now continued to push out into Q3 and beyond. And so that's what we're seeing right now. It's not being defeated by competitors per se. That is staying relatively consistent to what we've seen in the past. This just seems to be continued delayed decision-making or rescoping on what we've seen specifically for Q2.

Yes. It's -- I think John Collins called out some new AI-based competitors showing up and lengthening cycles. Just talk to me about that, what are you seeing there?

Yes. We're -- again, we're seeing newer competitors, smaller competitors offering AI bot capabilities and this is part of our expansion motion with customers and/or new opportunity, and we're seeing increased headwinds there.

Okay. And then on the renewal side, I just seemed like a little more -- I think you mentioned a couple large customers. I think there's a little bit of emphasis on large customers being the issue there on the renewals front, just, it was -- is that, in fact, what you're seeing most of the pressures there coming in the big customers? And if so, why do you think that's the case?

Yes. That's -- so we have seen some of the customers, our largest ones who are making enterprise buying decisions, 24, 36 were further months out. And so the financial concerns prompted us to make sure that we're looking forward at this debt deal and trying to remove that as a challenge in renewing these customers. So we're hoping that this has a positive effect on those conversations going forward.

And your next question comes from Ryan MacDonald with Needham & Company.

Congrats on the deleveraging transaction. Maybe just to double click on the renewal side or the pressures you're seeing. Can you talk about sort of what the greater impact is, whether it's macro uncertainty relative to the sort of balance sheet issues. And I guess on these concerns that you're now sort of alleviating and finding a resolution for. Do you still have opportunities with those customers that shared those concerns on that sort of the capital structure that you can kind of get back into the conversation or those sort of lost opportunities and sort of improving moving forward?

Yes, Ryan, thanks for the question. I'll start, John, if you want to add some context, please feel free. That -- those comments specifically refer to some of our customers that we're looking at for renewal and expansion with and the positive news there is that this allows us to improve and continue those conversations versus a churn at this point. So we're hoping that putting together the debt deal that we've announced today will help us improve those conversations. So those 2 are connected.

And we think that, that is going to help us. So these have not been outright losses or churns at this point, but it has impacted decision-making. It has allowed for other solutions to be looked at, and it has compromised our ability to close some of our longer-term contracts with some of our enterprise customers. And we're hoping that, again, going back to this debt deal and why we think it's important and we think it's good for our customers and shareholders. It removes that uncertainty and it gets it back to the technology where we're engaging with customers, which is where we excel.

I'll just add, Ryan, that the -- you asked about the concerns relative -- on a relative basis, balance sheet versus macro. And I would simply add that they're not necessarily mutually exclusive. In our situation, the balance sheet and the overall perception of financial instability more greatly exposes us to competition, as you might imagine. So they are interrelated in that sense. And then I would also simply reinforce what John said, which is there are several specific deals with large customers that we believe this deal will keep us in the conversation on.

Excellent. Okay. I appreciate the color on that. And then on the technology side, great to hear about the deepening relationship with Google Cloud and sort of expanding your relationship with Databricks. Can you just talk about when you expect sort of the migration to be fully completed with both? It sounds like, obviously, that's going to open up new -- a lot more capabilities, functionality for LivePerson and for their customers. So when should we expect that sort of to be fully completed and starting to benefit LivePerson from a buying cycle perspective, adoption cycle?

For some of our customers in some regions, they'll see that this year around the October time frame, and we should be complete with early next year with most of the migration. That being said, we're already in working with Google, creating the capabilities with Vertex and Gemini and doing robust testing on that -- with those -- with that tooling on our capabilities already in those integrations. So customers will start seeing benefits from that, hopefully, even before the end of the year.

[Operator Instructions] Ladies and gentlemen, there appears to be no additional questions at this time. We have reached the end of our call today. Thank you for joining us, and all parties may disconnect.