What is a Contact Centre Solution?

(And Why Liberty Converse Might Be the One You’re Looking For)

29th September 2025

Nicky Njerpe

by Nicky Hjerpe

In today’s always-on, fast-paced  world, customer expectations are higher than ever. Whether it’s a quick question via live chat or a complex issue over the phone, people want fast, seamless and personalised support. That’s where contact centre solutions come in.

What is a contact centre solution?

A contact centre solution is a technology platform that enables organisations to manage and streamline customer interactions across multiple channels – like phone, email, chat, social media and even video. It’s the engine behind every great customer service experience, helping teams route enquiries, track conversations and resolve issues efficiently.

Modern contact centre solutions go far beyond traditional call centres. They’re cloud-based, AI-powered and designed to support hybrid workforces, integrate with CRM systems and deliver insights that drive smarter decisions.

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“Modern contact centre solutions go far beyond traditional call centres. They’re cloud-based, AI-powered and designed to support hybrid workforces, integrate with CRM systems and deliver insights that drive smarter decisions.”

Nicky Hjerpe

Head of Product Marketing and Campaigns, Netcall

Why are contact centre solutions important?

Here’s what a good contact centre solution can do for your organisation:

  1. Unify customer communications across all channels in one place
  2. Improve agent productivity with intelligent routing and automation
  3. Enhance customer satisfaction through faster, more personalised service
  4. Scale effortlessly as your business grows or customer demand spikes
  5. Reduce operational costs by automating repetitive tasks and optimising resources.

What is a cloud contact centre solution and how is it different?

A cloud contact centre is a contact centre solution that runs entirely online – hosted in the cloud rather than on physical servers in your office. That means no bulky hardware, no complex maintenance and no long deployment times.

The key difference? Flexibility.

With a cloud contact centre, your team can work from anywhere, scale up or down instantly and access the latest features without waiting for upgrades. It’s secure, cost-effective and built for modern customer service. And because it’s hosted in the cloud, updates and improvements happen automatically – keeping you ahead of the curve without the hassle.

Introducing Liberty Converse: A next-gen contact centre solution

Our contact centre solution, Liberty Converse is a cloud-native, AI-powered platform built to help organisations deliver exceptional customer experiences – without the complexity or cost of legacy systems.

Here’s why Liberty Converse is worth your attention:

1. Omnichannel excellence

Liberty Converse brings together voice, email, SMS, chat, social media and video into a single, unified platform. Customers can switch channels mid-conversation without losing context and agents get a complete view of every interaction.

2. AI-powered efficiency

From intelligent routing to real-time chat translation and post-call summarisation, Liberty Converse uses AI to reduce wait times, automate repetitive tasks and empower agents to focus on what matters most: Solving problems.

3. Fast, flexible deployment

Whether you’re starting from scratch or migrating from an on-premise system, Liberty Converse is designed for rapid deployment and easy scaling. It’s built for today’s hybrid teams and tomorrow’s evolving needs.

4. Seamless CRM integration

The platform integrates effortlessly with your existing CRM and back-office systems, giving agents the insights they need to deliver personalised support and build stronger customer relationships.

5. Proven in the real world

From local councils to large enterprises, Liberty Converse is trusted by organisations that need reliable, scalable and secure customer engagement. With 100% uptime since launch and a 99.95% SLA, it’s built for mission-critical operations.

A contact centre solution that ticks your boxes

If you’re researching contact centre solutions, you’re likely looking for a platform that’s future-ready, easy to use and capable of delivering real results. Liberty Converse ticks all those boxes – and then some.

Whether you’re aiming to improve customer satisfaction, reduce costs or support a growing team, Liberty Converse offers the tools and flexibility to help you succeed.

About the author

Nicky Hjerpe

Head of Product Marketing and Campaigns

With over 25 years of experience in B2B marketing, Nicky has built a career around connecting people with technology in a way that’s meaningful and practical. The last decade and a half of her journey has focused on customer-facing software and service technologies – helping organisations improve how they engage with and support the people they serve. At Netcall, Nicky heads up Product Marketing and Campaigns, where she brings together product insight, market understanding and customer perspective to shape messaging and go-to-market strategies. She works closely with cross-functional teams to ensure that what Netcall delivers is both valuable and clearly understood.

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