Liberty Converse

Advanced omnichannel contact centre

Liberty Converse is an omnichannel contact centre and customer engagement management solution that allows you to deliver outstanding customer experience (CX) across every customer engagement. Unleash your CX potential.

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Stay informed on what matters

Whether you are running a single channel contact centre or an omnichannel engagement hub, Liberty Converse gives you the confidence that you have the data to see what’s driving performance. Share this information with your team and stakeholders to make informed decisions.
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Ensure your teams are ready

Design the ideal framework for you and your teams, balancing engagement, compliance and assurance standards with the delivery of positive CX. Liberty Converse supports remote, on-site and blended teams, plus you can discover and manage the hidden drivers of flexibility and support needs.
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Engage and assist customers

Create on-demand self-service choices for your customers. Tailor AI-based self-service automations across your voice and digital channels, including bespoke IVRs and custom chatbots. Link your back-office processes to customers’ expectations and expand your ability to engage with customers.
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Choice is key

Enable multiple engagement channels, let your customers choose when and how they contact you. And, consolidate all interactions into a single, consistent view. Avoids damaging and frustrating broken customer journeys. Reduce the risk of losing sight of your customers.
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Build your ecosystem

Translate your CX ambitions into reality. Support your teams with optimised integration into your existing systems and processes that simplify information access. Sharing data across multiple systems supports more effective CX interactions.

Our customers


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

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.

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.

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.

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


Key features


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.

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  • Real time reporting
  • Custom dashboards
  • Data exports

The beauty of the Liberty Platform is you can couple Converse with Connect, our conversational messaging solution, and you get to take advantage of powerful messaging and chatbot reporting features.

Conversations


Engage your customers across a wide selection of digital and non-digital channels for customer conversations.

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  • Softphone / phone
  • Email

The beauty of the Liberty Platform is you can couple Converse with Connect, our conversational messaging solution, and you get to link your other channels – SMS, Twitter, Facebook Messenger and Web Assistant.

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
  • Agent/skills management
  • Agent grouping & activity codes
  • Enterprise workforce management

The beauty of the Liberty Platform is you can couple Converse with Connect, our conversational messaging solution, and you get to link your other channels – SMS, Twitter, Facebook Messenger and Web Assistant.

Automations


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
  • Payments

The beauty of the Liberty Platform is you can couple Converse with Connect, our conversational messaging solution, and Create our low-code solution, and you’ll have access to many more features.

Integrations


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
  • SIP
  • DPNSS
  • QSIG

The beauty of the Liberty Platform is 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 QMax, Patient Hub and Citizen Hub.

Use cases


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

Nationwide-engage-with-members-socially-to-boost-customer-experience-and-loyalty

MS Dynamics 365
When you integrate Converse with MS Dynamics 365, you support sales, agents and 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

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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

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

seamless-end-to-end-digital-experience

Omnichannel enquiries
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.

salmon tick Convenient access
salmon tick Personalised responses
salmon tick Access a real person, with the right skills, at the right time

TINTech virtual conference

Self-service appointments
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.

salmon tick Customer picks their time and receives revised confirmation
salmon tick Choice of digital channel to check availability
salmon tick No staff involved

lady on phone sat at laptop

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

Shot of a group of businesspeople working together on a laptop in an office

Call triage
Smooth out call peaks, with identification of caller, allowing personalised responses and acceleration to the correct queue.

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


Liberty Platform


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.

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:
Conversational messaging

Go digital. Exchange messages with your customers over almost any digital channel, and add chat bots to your comms stack.

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.