Newsroom 15 February 2021

New Liberty Platform releases

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Customer experience platform

Platform expansion creates one-stop shop for intelligent automation and customer engagement

We are pleased to announce the expansion of our Liberty Platform to include Robotic Process Automation (RPA) capabilities and enhancements to Liberty Create, Liberty Converse and Liberty Connect. This follows our acquisition of RPA vendor Automagica in October 2020 and the completion of the integration and development of its RPA solution to manage processes and automation from a single cloud solution.

The launch of Liberty RPA provides customers with a comprehensive digital transformation toolkit. Comprising Create, the low-code application platform, Converse, the customer engagement and contact centre solution, Connect, the chatbot and instant digital messaging solution, and now RPA, the Liberty platform is a one-stop shop for process automation and customer engagement.

Liberty RPA uses robots to automate manual processes, leading to increased efficiency, speed and accuracy. Event promoter Sportpaleis, one of Europe’s largest indoor arenas, used Liberty RPA to rebook 62,000 customer seats in just three and a half days, freeing up staff to focus on customer engagement, whilst AZMM Hospital Maria Middelares used the RPA software to help scan patient records for harmful side effects, transforming its prescription processes.

In addition, new releases of Liberty Converse and Connect include in-conversation apps and smarter context sensitive routing, skill coverage analysis and omnichannel customer surveys, along with further and deeper integration with Microsoft Teams and Dynamics 365. These developments increase capacity for more effective customer self-service and also improve agents’ and information workers’ ability to provide the right responses.

Mark Holmes, Chief Sales Officer, said:

“We are delighted to announce the significant enhancements to our Liberty Platform including the launch of our powerful, integrated RPA offering along with new releases of Converse and Connect. Based on conversations we’ve had with many of our customers there are some key drivers for them – increased demand for smarter self-service, remote team working, agent engagement and integration with key enterprise systems. We tackle head on the process issues that often undermine customer experience. The combination of process automation and customer engagement enables us to provide a tightly integrated platform offering to our customers, transforming customer and patient experience, fast and effortlessly.”

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