Read how our customers are using Liberty Converse to quickly deliver exceptional experiences every day.
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.
The combination of Liberty Converse and Liberty Connect have enabled Blackburn with Darwen to find new ways to provide frontline services post COVID.
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.
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.
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.
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.
Discover the key features in Liberty Converse our contact centre solution that helps you deliver outstanding customer and agent experiences.
Couple Converse with other solutions on the Liberty Platform, such as conversational messaging, RPA, AI and low-code, to optimise your contact centre even further.
Engage your customers across a range of voice and digital channels for frictionless customer conversations.Learn more
- Softphone / phone
- Web chat
- Social media messaging
- Face to face
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 surveys
- Agent/skills management
- Enterprise workforce management
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.Learn more
- 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
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
- Open API access
- Scheduled reporting
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 integrate with several third-party business systems including Microsoft Teams and Microsoft Dynamics.Learn more
- Microsoft Teams
- Microsoft Dynamics
- Secure agent-assisted payments
- Patient Hub & Citizen Hub
- Robotic process automation
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
- Support portal access
Contact centre solutions: 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.
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.
Engagement in any channel
Continuous conversations with full interaction history
Customers can change an appointment or reschedule a delivery or collection quickly and simply over the web.
Customer picks their time and receives revised confirmation
Choice of digital channel to check availability
Full automation so frees up staff
Automatic call distribution
Get customers to the right department with the right agent with the right skills.
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
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
Microsoft Dynamics 365
When you integrate Converse with MS Dynamics 365, you support sales, agents, product and process dev and good things happen.
Deeper insight on customers
Place conversations in context
Increase customer journey insights
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
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
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
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.
Robotic process automation
Use software robots to increase accuracy, quality and scalability while reducing human error.
Contact centre solution