Our contact centre solution
Liberty Converse
An omnichannel contact centre solution built with the customer in mind. Polish your customer experience and amplify agent performance.
Features
See everything from one screen
What your customers are saying. Incoming calls. How your team is performing. Every call recording. It’s all there. Neat and tidy.
Unify channels
Bring all your channels – WhatsApp, Voice, Email, SMS, chatbots – together in one feed so your agents can deliver a truly joined-up customer experience.
Ready-made responses
Control how your brand comes across in tricky situations. Give your agents pre-written snippets so they can rapidly respond to customer queries and issues.
Call in help
Give your agents the option to call for backup. They can ping a supervisor to listen in or join a call and get advice in secret, without breaking stride.
Report on what matters
Supervisors can build their own dashboards and do analysis on anything they like – average handling time, who’s calling, how quickly agents are picking up and the overall interaction.
See it all as a graph, break it down by agent or just glance at the current state of affairs.
See it all as a graph, break it down by agent or just glance at the current state of affairs.
Keep an eye on quality
Set up your Service Level Agreements (SLAs) and match them to specific tasks. Send tricky calls to more skilled agents. Create surveys and scorecards. And listen back to recordings.