Contact and Engagement Solutions Use Cases

What it is and why it matters

Contact and engagement solutions bring together omnichannel communication, digital assistants, proactive notifications and engagement portals so customers, citizens, patients and employees can start and complete journeys without friction.

Leaders use this capability to reduce avoidable demand, improve experience and enable clean handoff between self-service and human support — all while maintaining accessibility and compliance.

Connection and engagement

Operations need to ensure the patient and employee journey is all connected without any delays or gaps

Accessibility and compliance

Leaders need to balance maintaining accessibility and compliance whilst improving experiences and meeting demand

What does a contact and engagement solution do?

At a glance

Primary outcomes

Faster resolution, lower cost-to-serve and better accessibility.

Works with

Liberty Converse (CCaaS), Liberty Create (portals), Liberty Spark (journey mapping), Liberty AI (intent, routing) and optional IDP/RPA for backend.

Typical teams

Customer Services, HR and IT Service Desk.

Typical sectors

Local Government, Healthcare, Retail and Financial Services.

Accessibility and safety

WCAG compliant UIs, human-in-the-loop for sensitive steps.

Where this capability adds value

Enable self-service

Reduce inbound demand with self-service and proactive comms.

Smooth digital transition

Enable clean handoff from digital to human without repetition.

Streamline contact centres

Support multichannel contact centres with unified desktops.

Compliant communication

Improve engagement for regulated communications (e.g., healthcare, finance).

Accessible digital portals

Deliver accessible portals for customers, citizens and employees.

How Liberty makes it possible

There’s no 1:1 mapping – Liberty composes this capability using multiple products:

Liberty Converse

Omnichannel CCaaS, assistants, routing and WEM.

Liberty Create

Portals, role based apps and case workflows.

Liberty Spark

Map journeys and publish patterns for reuse.

Embedded AI

Intent detection, sentiment and next best action.

Delivery options

Assist and handoff

Converse assistant → Create case → Unified desktop.

Portal first

Create portal → Converse for escalation → AI for routing.

Proactive comms

Event triggers → notifications via Converse → update case.

How Liberty makes it possible

Connected CX

Omnichannel contact centre with assistants and callbacks. (Customer Services)

Operational efficiency

Proactive notifications to reduce inbound demand. (Healthcare, Local Gov)

Case and exception

Complaints intake with sentiment tagging and SLA timers. (Financial Services)

Workforce enablement

Unified agent desktop with embedded case widgets. (Retail, Utilities)

Legacy extension

Wrap legacy CRM with modern engagement flows. (Housing)

What good looks like

20-40% reduction in avoidable contacts

30% faster average handle time

95% accessibility compliance

High CSAT/NPS uplift for assisted and self-service journeys

Guardrails

Accessibility baked into design

Human-in-the-loop for sensitive decisions

Secure integrations and audit for regulated sectors

Get started

Start from a pattern

Assist and handoff, portal and case and proactive comms

Start from a map

Use Spark to visualise journeys and publish flows

Adaptive digital experiences and customer services in local government

See it in action Book a working session

The Liberty platform enables composable elements to be created and adapted to deliver the capabilities to support these use cases. Find out more:

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