Netcall User Conference – Virtual

The Netcall Conference

Wednesday 18th and Thursday 19th November


We are delighted to announce details of our 2020 customer conference, continuing the “What’s Next?” series.


This two-day, virtual conference will focus on your CX vision and how the Liberty Platform supports your digital transformation journey to raise the customer experience bar.

You will hear from a number of Netcall customers, sharing their success stories of using our solutions to improve customer interactions and staff user experience, drive efficiency and digitise their processes.

You will also hear from our team of Netcall visionaries on Liberty Create, Liberty Converse and Liberty Connect. They will share tips and the latest features for customers who are using these solutions as well as their insight into the functionality that is being developed for the next release of each solution. We’ll also show you our latest addition to the platform, Liberty RPA.

Each session will be held over Microsoft Teams and you may attend as many of the sessions that are of interest. The agenda allows for breaks between each session to catch up with your inbox.  It is free to register using the form here. Once you’ve selected the particular sessions that you are interested in, we will confirm and then send log in details prior to each session.


What’s Next 2020 – Agenda



Wednesday 18th November sessions


10:00am-11:00am – Keynote : The Liberty CX Proposition

Richard Farrell (Chief Innovation Officer) – Netcall

  • Netcall's Liberty CX proposition
  • The value equation
  • How different components of the platform bring together your customer interactions with your internal systems and processes
  • Netcall's latest addition to the platform: How Liberty RPA frees people from mundane, cumbersome tasks, enabling them to be more productive
  • Interactive session addressing key questions for discussion, sharing ideas and solutions
11:15am-12:00pm – Customer story: South Hams District Council

Mike Ward (Head of IT Practice) and Jim Davis (Customer Improvement Manager) from South Hams District Council

  • "The whole is greater than the sum of all its parts" Hear from South Hams about the synergy of using Liberty Converse, Create and Connect
  • Liberty Converse – the benefits their contact centre and customers are experiencing
  • Liberty Create – from building an app – straight after training and at the start of the crisis, to building out an entire CRM.
  • Liberty Connect – bringing an omnichannel dream into reality
  • What are the next goals for this pioneering organisation?
2:00pm-3:00pm – Netcall vision: Liberty Converse and Liberty Connect

Sam Roddis (Development Director), David Starling (Development Manager), Jonathan Gunner (Managing Consultant), Jonathan Redsell (Trainer) – Netcall

  • Key future developments in Liberty Converse and Connect
  • Solving contact centre management problems
  • 5 Things you don't know that you can do with Liberty Converse and Connect
  • Q&A
3:15pm-4:00pm – Customer story: Croydon Council

Kevin Rowe (Digital Business Partner) and Dave Briggs (Senior Digital IT Leader) from Croydon Council

  • The Croydon Council low-code journey
  • Using Liberty Create to deliver COVID solutions (for example shielding and business rates)
  • Delivering an ambitious transformation plan to improve council services and reduce costs
4:15pm-5:45pm – Netcall vision: Liberty RPA

Richard Billington (Chief Technology Officer) – Netcall

  • What is Robotic Process Automation and a demonstration of how Liberty RPA works
  • Alleviate the pressure – how to be more human by using bots

Thursday 19th November sessions


10:00am-10:45am – Keynote: Survival of the fastest – There's no new normal

Gerry Brown – The Customer Lifeguard

  • An insight into consumer behaviour since the crisis of 2020
  • Explore the key elements that evolutionary, progressive companies have adopted to keep their foot on the accelerator and their competitors in the rear-view mirror
  • Find out how to embrace the 'holy trinity' of business change: people, process and technology
  • Learn how to deliver personalised and memorable experiences for all stakeholders
11:15am-12:00pm – Netcall vision: NHS Digital Transformation

Ikenna Emenyonu (Product Manager) Netcall

  • Letter templates – reducing the number of templates from 400 to 4 to improve control, reduce slip-ups and improve patient experience
  • ContactPortal – making a difference in handling staff pressures, especially during the pandemic
  • Patient Hub – digital appointment management
2:00pm-2:45pm – Customer story: Legal & General

Paul Buckle (Change Manager) – Legal & General

  • Replacing a manual claims processing system with a leaner, more efficient automated system built in Liberty Create, designed for a much better experience for customers
  • The new system speeds up the claims process, delivering better communication and greater visibility for customers in a much improved customer service
  • Q&A
3:00pm-3:55pm – Netcall vision: Liberty Create

Richard Billington (Chief Technology Officer), Adam Mills (Managing Consultant) and Mark Pearson (Community Builder) – Netcall

  • Key future developments in Liberty Create
  • Hints and tips for Create builders
  • Showcasing best practice for Create apps
  • Q&A
4:00pm-5:00pm – Liberty Create App of the Year

Richard Billington (Chief Technology Officer) – Netcall

  • Showcasing the best applications of the year built on Liberty Create
  • Awarding the winning Create builders and teams

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