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.
Deliver an amazing customer experience
- Polish your customer's experience
- Amplify agent performance
- Unify journeys across channels
- Call in help when needed
- Report on what matters
- Keep and eye on quality
Three winners
Customers expect seamless service and a personalised experience. Regardless of channel, smooth flowing interactions across platforms. Converse delivers that reality. With an omnichannel strategy and the best software, you can meet your customers’ needs. Link every contact across an interaction and you’ll improve service – simple.
With Liberty Converse our contact centre solution, everyone wins. Your agents, your management team and most importantly your customers.
With Liberty Converse our contact centre solution, everyone wins. Your agents, your management team and most importantly your customers.
Empower agents
Bring all your channels – voice, email, SMS, Facebook Messenger, ChatBots – together in one feed.
- Perfect for homeworking any number, any device
- Easy to use work space, on one screen
- Responsive interface
- Blended inbound and outbound calls
- Complete interaction history
- Easy to find and control tasks, across channels
- Pre-written snippets to cut, paste and share
- See team mates activity
Inform management
A clear view of activity across the contact centre.
- Simple licensing
- Customise dashboards and reports
- Integrated agent evaluation
- Easy admin, tiered control
- Customise your display to your brand
- Prioritise channels
- GDPR provisions
Happy customers
A truly joined-up customer experience from start to finish.
- Seamless service, no matter the channel
- Efficient handling of enquiries
- Personalised experience
- Rapid response
- No need for repetition
- Updates along the way
Award winning technology
Voted top contact centre solution in the Call Centre Helper Top 10 Contact Centre Technology Awards in 2019, our customers shared what they love about Converse – overwhelmingly around ease of use, reliability, functionality and customer service.
Take a look at what some of our customers had to say…
Take a look at what some of our customers had to say…