Stay informed on what matters
Ensure your teams are ready
Engage and assist customers
Choice is key
Build your ecosystem
Read how our customers are using Liberty Converse to quickly deliver exceptional experiences every day.
Ensuring that all automated call distributors enable smooth, professional call handling and that calls from clients and external contacts are processed to the right department with minimum effort.
Cairn Housing transforms the tenant journey from the beginning to the end of every interaction. Read their transformation story.
See how Dacorum Borough Council are using the Liberty Converse automated speech bot to streamline switchboard call handling and make savings.
Royal Borough of Kensington & Chelsea Council share their low-code digital transformation story using a combination of Liberty Create and Liberty Converse.
Reliably routing calls: Lancashire Teaching Hospitals NHS Foundation Trust deployed the Liberty Converse operator speech bot, to take the strain as the COVID crisis hit.
Improved call handling and real-time data at NCP enhances the customer experience. Contact Centre integration with legacy software makes it easy to work with.
The features in Liberty Converse will help you deliver outstanding customer experiences across every engagement.
We outline some of these below. And we’ve also given you a little taster of what magic happens when you couple Converse with other solutions on the Liberty Platform.
Management Information Systems
Access customisable management information tools designed to ensure that you have transparency into the intimate workings of your operations.Learn more
- Real time reporting
- Custom dashboards
- Data exports
Engage your customers across a wide selection of digital and non-digital channels for customer conversations.Learn more
- Softphone / phone
Deploy workforce optimisation (WFO) tools built around quality assurance, workforce management, adherence, agent support and evaluation, skills management and profiling tools.
Ensure the ideal balance between agent engagement, compliance and assurance standards.Learn more
- Shifts & rotas scheduling
- Call recording & screen recording
- Agent evaluation
- Queue management
- Customer satisfaction
- Agent/skills management
- Agent grouping & activity codes
- Enterprise workforce management
Design customisable intelligent CX automations across your digital and non-digital channels. Use automations to drive timely effective self-service with tailored IVR and chatbots.Learn more
- Custom IVR
- Agent omnichannel queuing & routing
Natively integrate with several third-party business systems including Microsoft Teams and Dynamics technologies. Additional integration supports through open API enables you to develop custom connectors to your systems.Learn more
- Microsoft Teams
- Microsoft Dynamics
Here are some quick examples of how people are using Liberty Converse to deliver smooth and seamless experiences every day.
MS Dynamics 365
When you integrate Converse with MS Dynamics 365, you support sales, agents and product and process dev and good things happen.
Deeper insight on customers
Place conversations in context
Increase customer journey insights
Adding customer surveys to your contact centre helps you measure brand perception, score customer interactions, and measure and inform your agents.
Identify where to improve
Review customer satisfaction scores
Perform independent assessments
If a customer calls in with an issue with an application, resolving the issue quickly is key. Co-browsing lets your agents securely log-in to help the customer resolve the issue.
Route the call to the right resource
Walk the customer through the resolution
Make a record to escalate the matter to developers
When call volumes are high, answering calls as quickly as possible helps start the call on a positive note. Offering up basic information to the caller provides a great experience.
Answer calls within a specified timeframe
Deliver personal messages, advising queue conditions
Respond based on caller needs
When a customer makes an enquiry whether it’s by phone, email, chatbot or social channel a seamless and asynchronous conversation accelerates resolution of routine matters.
Access a real person, with the right skills, at the right time
If a customer has an appointment or delivery query, such as changing the time, they can manage the change, without a member of staff needing to administer.
Customer picks their time and receives revised confirmation
Choice of digital channel to check availability
No staff involved
Customer support calls
When a remote customer calls with an application query, the call can be routed to a specialist, who can log-on to the customer desktop and walk them through resolving the issue.
Agents can log on to customer desktop
Customer experience benefitted by easy resolution
Recording of the call/interaction escalates this to developers
Smooth out call peaks, with identification of caller, allowing personalised responses and acceleration to the correct queue.
Queue jumping reduces triage requirements by agents
Agent is ready to answer the question as soon as the call is put through
Personalised responses reduce stress and accelerates the resolution
Liberty is a tightly integrated suite of customer engagement and intelligent automation solutions that lets you manage and improve your customer experience, effortlessly. Take a look at what else is in our toolbox.
Robotic process automation
Use software robots to increase accuracy, quality and scalability while reducing human error.