Liberty Converse Features & Functionality

Self-service Options

Enhanced self-service capabilities, allowing customers to resolve issues independently through intuitive IVR and digital messaging channels such as chatbot, chat, social media and web forms.

AI-powered Virtual Assistants and Chatbots

AI-driven virtual assistants and chatbots to handle complex queries, provide instant responses, look up information and assist customers 24/7. Using speech recognition and natural language processing, our automated assistants free up human team members for more complex tasks.

AI-powered Chatbot Knowledge Base

Automatically supply your chatbots with pre-existing data such as websites, FAQs, PDFs etc  using large language models that query your data sources.

Generative AI Summarisation

Generate contact summaries to support team members after customer interactions, enhancing the customer experience and streamlining post-call wrap-up. Managers can leverage AI-generated summaries to analyse trends and address issues, enabling targeted coaching across the contact centre.

Multi-lingual Chat Translation

Translate chats from over 75 languages to English. Responses from your contact centre team will appear in your customer’s language of choice.

Intelligent Routing

Algorithms that dynamically direct incoming calls and digital interactions to the most appropriate team member based on skills and issue complexity.

Integration with CRM Systems

Seamless integration with existing systems such as ticketing or Customer Relationship Management (CRM) systems to provide teams with a comprehensive view of customer information, enabling personalised interactions.

Seamless Data Flow and Unified Customer View

Integrate rapid application development, RPA and process-mapped workflows for a smooth data flow, providing a unified view of customer interactions for informed decision-making.

Speech Analytics

Analysis of customer-employee interactions, using speech recognition and transcription to monitor sentiment, identify keywords and offer immediate feedback to team members for improved performance.

Payment Security

Ensure the secure handling of customer payment information in compliance with PCI DSS requirements.

Workforce Engagement and Optimisation

Workforce management tools help optimise scheduling, forecasting and resource allocation, ensuring your contact centre is adequately staffed during the day.

Quality Management and Monitoring

Tools for monitoring and evaluating the quality of customer interactions, allowing supervisors to provide real-time feedback and coaching and ensuring compliance with service standards.

Advanced Reporting and Custom Dashboards

Customisable reporting and dashboards with real-time metrics, allowing organisations to pass data in and out of third-party systems (through APIs), monitor key performance indicators and make informed decisions.

Interaction Forecasting

Forecast the volume of interactions you should expect tomorrow, next week and next month to help plan staffing requirements.

Compliance and Security Features

Robust security measures and compliance tools to protect customer data and adhere to industry regulations (eg GDPR, Single sign-on and easy onboarding tools).

Robotic Process Automation (RPA)

Automate routine tasks that slow down your teams, reduce workload and minimise errors for greater accuracy.