Liberty Converse

Advanced omnichannel contact centre

Connect your customers and agents in any channel with Liberty Converse. Blend practical AI and automation with agent-assisted technology. Our market leading omnichannel cloud contact centre solution will boost operational efficiency and agent productivity, reduce costs and improve customer experience.

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Keep conversations moving
However your customers start, end or continue their journey, support them with intelligent self-service or agent engagement tools through phone, website, live chat and social media channels to give you an advanced contact centre solution.
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Easy to use agent interface
Designed to bring your engagement data together in one place and help agents deliver a consistent service through any channel. Our agent desktop is intuitive, efficient and plugs-in to your existing systems with no need to rip and replace.
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AI-powered bot support
Take pressure off your agents by greeting customers with intelligent bot support through voice and digital channels. Bots help to resolve routine and frequently asked questions, leaving agents to address more complex queries.
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Omnichannel integration
Get all the features you need to operate effectively within a simple, easy to use agent desktop. Including workforce management, performance analysis and reporting, wallboards, CRM integrations, plus IVR and chatbot building.
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Workforce management and efficiency
Optimise your contact centre productivity. Match the right agents with the right skills at the right time and see an improvement in your customer and employee satisfaction scores. Efficient team management from home or office.
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Cloud or premised – your choice
We are a cloud-first company with a rich heritage in traditional premised based solutions. However you choose to deploy your technology, you’re in safe hands. We can also help with your cloud contact centre migration/transformation.

Our customers


Read how our customers are using Liberty Converse to quickly deliver exceptional experiences every day.

Dreams logo salmon background

The UK’s most recommended bed retailer replaced its customer engagement platform with a single integrated solution. They implemented the Liberty Platform to deliver a seamless experience across all service channels and elevate CX even further.

Handle greater volumes of calls

The combination of Liberty Converse and Liberty Connect have enabled Backburn with Darwen to find new ways to provide frontline services post COVID.

Automated call distributor

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 logo

Cairn Housing transforms the tenant journey from the beginning to the end of every interaction. Read their transformation story.

Reliably routing calls

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.

automated speech bot

See how Dacorum Borough Council are using the Liberty Converse automated speech bot to streamline switchboard call handling and make savings.

RBKC low-code-digital-transformation

Royal Borough of Kensington & Chelsea Council share their low-code digital transformation story using a combination of Liberty Create and Liberty Converse.

Enhancing the customer experience

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.

Sheffield Hallam University

Sheffield Hallam improves call management and user experience by implementing a hosted contact centre to assist with clearing.


Key features


Discover the key features in Liberty Converse our contact centre solution that helps you deliver outstanding customer engagement.
Couple Converse with other solutions on the Liberty Platform, such as conversational messagingRPAAI and low-code, to optimise your contact centre even further
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Conversation Channels


Engage your customers across a range of voice and digital channels for frictionless customer conversations.

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  • Softphone / phone
  • Email
  • Web chat
  • SMS
  • Social media messaging
  • Face to face
Seamlessly integrate Converse with Connect, our conversational messaging solution, RPA, our robotic process automation solution and Create our low-code solution, and extend your system to meet your CX demands.

Workforce Optimisation


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.

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  • Shifts & rotas scheduling
  • Call recording & screen recording
  • Agent evaluation
  • Queue management
  • Customer satisfaction surveys
  • Agent/skills management
  • Enterprise workforce management
The beauty of the Liberty Platform is that you can couple Converse with Connect, our conversational messaging solution, and you get to link your other channels – SMS, Twitter, Facebook Messenger, Instagram Messaging, Google Business Messaging and Web Assistant.

Automations & Self-service


Design intelligent automations across your voice and digital channels to help your customer self-serve and take pressure off your agents.

Use automations to drive effective self-service through tailored IVR and chatbots.

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  • Customised speech bot
  • Custom IVR dialogues
  • Agent omnichannel queuing & routing
  • Call and chat routing
  • Build your own custom chatbot
  • In-conversation apps
  • Custom event bot triggers
  • Secure IVR payments
  • Integrated callback
  • Create new apps
Seamlessly integrate Converse with Connect, our conversational messaging solution, RPA, our robotic process automation solution and Create our low-code solution, and extend your system to meet your CX demands.

Management Information Systems


Access customisable management information tools designed to ensure that you have transparency into the intimate workings of your operations.

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  • Real-time reporting
  • Custom dashboards
  • Open API access
  • Scheduled reporting
The beauty of the Liberty Platform is that you can couple Converse with Connect, our conversational messaging solution, and you get to take advantage of powerful messaging and chatbot reporting features.

Integrations


Liberty Converse is system agnostic. We support integration through an open API that enables you to develop custom connectors to your existing and newer systems.

You can also natively integrate with several third-party business systems including Microsoft Teams and Dynamics.

Learn more
  • Microsoft Teams
  • Microsoft Dynamics
  • Salesforce
  • Secure agent-assisted payments
  • SIP
  • DPNSS
  • QSIG
  • Patient Hub & Citizen Hub
  • Low-code
  • Robotic process automation
The beauty of the Liberty Platform is that you can couple Converse with any of our other solutions in our tool box to deliver powerful integrations. So that’s CreateConnectRPA as well as Patient Hub and Citizen Hub. Can’t see what you can integrate with? Get in touch.

Community


Free for Liberty Platform users, our Community is a growing online space to get the most out of your technology.

Join the conversation to share your expertise, ideas, questions and answers to help us develop the most exciting products and useful features.

Learn more
  • Extensions, dashboards, report templates and applications library
  • Updates, demos, training and developer info
  • Access to hundreds of resources
  • Share best practice
  • Suggest new ideas, vote in features
  • Events
  • Support portal access

Use cases


Here are some quick examples of how people are using Liberty Converse our contact centre solution to deliver smooth and seamless experiences every day.

seamless-end-to-end-digital-experience

Omnichannel enquiries
When a customer makes an enquiry by phone, email, web chat or social channel, an asynchronous conversation speeds resolution of routine matters, and passes them to an agent if unresolved.

salmon tick Engagement in any channel
salmon tick Personalised responses
salmon tick Continuous conversations with full interaction history

TINTech virtual conference

Self-service changes
Customers can change an appointment or reschedule a delivery or collection quickly and simply over the web.

salmon tick Customer picks their time and receives revised confirmation
salmon tick Choice of digital channel to check availability
salmon tick Full automation so frees up staff

Shot of a group of businesspeople working together for a customer showcase

Automatic call distribution
Get customers to the right department with the right agent with the right skills.

salmon tick Queue jumping reduces triage requirements by agents
salmon tick Agent is ready to answer the question as soon as the call is put through
salmon tick Personalised responses reduce stress and accelerates the resolution

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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.

salmon tick Agents can log on to customer desktop
salmon tick Customer experience benefitted by easy resolution
salmon tick Recording of the call/interaction escalates this to developers

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MS Dynamics 365
When you integrate Converse with MS Dynamics 365, you support sales, agents, product and process dev and good things happen.

salmon tick Deeper insight on customers
salmon tick Place conversations in context
salmon tick Increase customer journey insights

switchboard operator bot

Co-browsing
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.

salmon tick Route the call to the right resource
salmon tick Walk the customer through the resolution
salmon tick Make a record to escalate the matter to developers

Frictionless-customer-experience

Call answering
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.

salmon tick Answer calls within a specified timeframe
salmon tick Deliver personal messages, advising queue conditions
salmon tick Respond based on caller needs

woman's hand holding and using a mobile phone

Customer surveys
Adding customer surveys to your contact centre helps you measure brand perception, score customer interactions and measure and inform your agents.

salmon tick Identify where to improve
salmon tick Review customer satisfaction scores
salmon tick Perform independent assessments

Contact Centre for Microsoft Teams
Deliver a great customer experience easily with the native integration of Microsoft Teams and Liberty Converse.
switchboard operator bot

Maximise your Microsoft Teams investment


Connect Liberty Converse with Microsoft Teams so that your teams work efficiently and collaborate seamlessly. And we have direct routing telephony capability that saves you costs too.

Liberty is our all-in-one customer experience platform. You get all the tools you need to make your customer experience slick, seamless and satisfying.

  • Boost your team’s productivity
  • Improve your end-to-end CX performance
Read more about Teams & Liberty


AI-powered Automation & Customer Engagement


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.

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Liberty Create:
Low-code platform
Dream it, Build it. Build almost any app you can dream up. It’s tailor-made for citizen developers but includes all the functionality that seasoned pros rely on. 
Liberty RPA Icon
Liberty RPA:
Robotic process automation
Free-up people.
Use software robots to increase accuracy, quality and scalability while reducing human error. 
liberty connect icon
Liberty Connect:
Conversational messaging
Go digital. Exchange messages with your customers over almost any digital channel, and add chat bots to your comms stack.
liberty converse icon
Liberty Converse:
Contact centre solution
Unite and optimise. Track and improve agent performance and connect all your communications channels in one feed. This is the tech that made us famous.