Empower Your Agents with Contact Centre Agent Productivity Tools

Equip your contact centre team with the agent productivity tools they need to improve interaction handling, reduce manual effort and stay focused on delivering exceptional customer service. Our agent productivity tool is provided through the Liberty Converse solution, powered by AI, automation and unified workflow.

Give agents practical tools that remove friction from every interaction

Our contact centre agent productivity features streamline daily workflows, improve visibility and ensure every interaction is handled efficiently and accurately.

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Improve interaction handling efficiency

Busy codes and configurable wrap times help agents manage availability while giving managers clear oversight of time spent between interactions.

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Precisely capture customer interaction outcomes

Activity codes, optional or mandatory, ensure every interaction is categorised correctly for reporting and insight.

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Manage and route interactions seamlessly

Inbound and outbound phone, email and social interactions are logged against queues for full visibility. Supervised and blind transfers enable seamless routing to colleagues or back-office teams.

Reduce manual effort and repetition

Click-to-dial, snippets, multichannel interaction alerts and integrated third-party apps help agents respond quickly and consistently using agent workflow automation.

Drive measurable customer service improvements in speed, accuracy and control

Our contact centre software is designed to optimise individual performance while maintaining operational oversight. From managing availability to embedding third-party systems directly into the desktop, every feature is built to reduce manual effort and deliver consistent customer experiences.

“You only get one chance to make a good first impression via your contact centre. It must be meaningful and positive. And that’s why we value Liberty Converse. It enables our contact centre teams to deliver their best, every day.” 

Abbey Siner

Internal Sales Manager, Homes for Students

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Give your agents the tools to perform at their best

If you’d like to see how our agent productivity tools can streamline your contact centre productivity workflows and help your team work faster, get in touch and we’ll show you how our contact centre solution – Liberty Converse – can support your organisation.

See it in action Explore Liberty Converse

Essential tools for smarter customer engagement

Liberty Converse brings together AI, omnichannel engagement and workforce productivity tools to help organisations deliver seamless customer experiences while empowering agents and optimising operations. Explore the key features in more detail below.

Conversational AI Chatbots

Intelligent chatbots that automate routine enquiries and reduce agent workload.

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Voicebots & IVR

Voice‑enabled self‑service that guides customers efficiently and resolves common requests without agent involvement.

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Intelligent Routing

AI‑driven routing that ensures customers reach the best agent or service based on context, skills and priorities.

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AI Virtual Agents

Agentic virtual agents that handle complex tasks autonomously, delivering seamless self‑service 24/7.

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AI Agent Assist

Real‑time AI support that helps agents with suggestions, summaries and next‑best actions to boost speed and accuracy.

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Omnichannel Engagement

Unify voice and messaging channels so customers can interact how they choose.

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Unified Workspace

A single workspace that brings all customer context and interaction tools together for seamless handling.

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Workforce Management

Plan, forecast and schedule your team with precision so you’re staffed right for every demand spike.

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Workforce Engagement Management

Optimise team performance and compliance to boost productivity.

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Agent Productivity

Streamline agent workflows and accelerate handling with tools that reduce manual tasks and friction.

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Unified Agent Desktop

A single, intuitive agent interface that brings all interactions and tools together for faster, smoother handling.

PCI-Payments

Enable secure, PCI‑compliant payments within interactions to protect data and ease transaction handling.