The Lyviss engagement, in one read.

TL;DR

The technical foundation is functional but undersold. A separate US Targeting Strategy analysis reframed who we should actually be talking to: 200–2,000 employees on Dynamics 365 Customer Service Enterprise, across IT services, manufacturing, distribution, professional services, public sector, and mid-market healthcare – roughly 30,000–50,000 US companies, not the enterprise-insurance / Genesys-replacement segment the site currently implies. The 12-month tiered plan still applies; what changes is which industry rewrites get priority, which competitors get the compare hub, and where paid media aims. The team plan (10 roles, AIG core + specialists + Lyviss-internal) holds. Pricing lives in the SOW.

One engagement, four documents.

Each card opens the full report. This executive synthesis pulls from all four – read this first, then dive into the doc that matches the decision you're trying to make.

What you need to know in five bullets.

1. 1
   Lyviss is invisible to AI, not broken. The site renders cleanly. What's missing is the schema, entity graph, and content velocity that let AI engines (and the next generation of search) find and cite it. Tier 1 fixes that without rewriting anything substantive.
2. 2
   The realistic US market is narrow – by ~30,000 companies. LAD365 is a Microsoft-extension add-on for D365 Customer Service Enterprise, not a head-to-head competitor to Genesys or NiCE. The plan is now aligned to that reality, not the comprehensive-CX-stack narrative the marketing copy currently implies.
3. 3
   The 12-month plan still holds; the audience priority shifts. Industry rewrites (Tier 2) prioritize mid-market healthcare and add IT services / manufacturing / distribution / professional services / public sector. The compare hub drops Genesys and LivePerson as flagship comparisons – they belong to enterprise insurance, which we skip.
4. 4
   Ten roles, no headcount increase. The team plan (5 AIG core + 5 specialists, with Lyviss-internal seats) absorbs the additional alignment work. Tier 1 Web Dev load goes up ~25% – flag if the Lyviss engineering team can support it; otherwise Tier 2 staging is the fallback.
5. 5
   Three decisions frame the next 90 days. Sign-off on the target ICP, approval to deprioritize Anthology-as-flagship and Salesforce/Genesys comparison framing, and confirmation that the Lyviss product team can support the mid-market healthcare HIPAA work in Tier 1. None are large; all are required to start.

Who we're aiming at, honestly.

The full targeting analysis is in US Targeting Strategy. The summary:

Industries – target vs. skip

Three questions for the next 90 days.

None are large commitments. All unblock Tier 1 kickoff and the 12-month cadence.

What happens in the first 90 days.

Mapped against Tier 1 (Months 1–3 · Plug the leaks). Each step has a defined owner and a measurable outcome.

If we don't move.

Lyviss has a defensible product and a real install base. The risks below are about visibility, not viability.

• AI engines won't cite Lyviss in D365 live-chat answers. As more buying happens in ChatGPT / Copilot / Perplexity, an entity graph that's one link wide (YouTube-only) means the brand disappears from the conversation. Tier 1 is the cheapest fix; tier 4 the most expensive.
• Microsoft co-sell stays gated until the AppSource listing and Partner customer story ship. Co-sell is the highest-leverage channel for a Microsoft-extension add-on – losing another 6 months of co-sell readiness means losing another 6 months of pipeline.
• Compare-hub framing keeps converting wrong-fit leads if Genesys-replacement and Salesforce-head-to-head pages stay flagship. They generate traffic but rarely convert, because the buyers don't fit the D365 mid-market profile.
• The 22-month content gap compounds against Lyviss. One blog post since Feb 2024, while competitors ship 2–4 per month, means topical authority gaps widen every month Tier 2 is delayed.

How the money flows.

No dollar amounts on this page – all financial detail lives in the SOW. The shape of the spend is below.

Where the numbers come from.

A consolidated list of the data behind this synthesis. Full source notes are in each companion document.