Liberty Converse
A complete omnichannel contact centre solution built with the customer journey in mind. Connect agents and customers on their channel of choice. Leaving you to deliver world class customer experience.
Features

Award winning contact centre

Reporting on what matters, in real-time

Design shifts for engaged teams

Let your callers self-serve
Our fully customisable speech powered IVR offers accurate self-service. If a caller
needs help, the agent gets full detail via
screen pop. Build your own or download
from our AppShare.

Switchboard and answer bot

Reduce call abandons
the caller’s details from either the call or
website and automatically schedule a
call back when an agent is available.
Fully Ofcom compliant, as the Advisor is
always first on the call.
Deliver an amazing customer experience
- Amplify agent performance
- Unify journeys across channels
- Call in help when needed
- Report on what matters
- Keep and eye on quality
- Integrate with all back end systems
Empower your agents
Make it easy for agents to deliver consistent excellence.
- Handle any channel – voice, email, SMS, Facebook Messenger, ChatBots
- Work from any location, number or device
- Easy to use, responsive work space, with interaction history
- Fast, consistent service with pre-written snippets for all channels
- Everyone's updated with the team dashboards
- Button click for supervisor support
- Encourage agent response to performance scorecards
Informed management
A clear real-time view of activity across the contact centre.
- Tailored dashboards provide real-time monitoring
- Create and schedule automatic reports for data-driven decisions
- Integrated agent evaluation for consistent quality
- Easy admin, clear audit of all activities and changes
- Peace of mind with data protection (GDPR) controls
- Import reporting data straight into your BI tool using our API
- Design specific shifts and rotas
- Monitor adherence in real-time
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
- Treat customers right, treat them well
Unifying contact centre channels is one of seven ways low-code can help you improve CX
Channel proliferation should be a good thing for customer-obsessed businesses. You’ve never had more opportunities to impress customers by meeting them where they are. And it just got a whole lot easier.
Meet some of the businesses putting low-code to work today – Nationwide, HTB, Adur & Worthing Councils and Cumbria County Council
Read onAward winning technology
Take a look at what some of our customers had to say…
Spotlight on features
On-prem or in the cloud
Have it one of three ways. Converse is available on-premises, in the cloud or as a hybrid solution.
Your deployment choices matter and there is no one-fits-all answer. There’s a lot to consider – business objectives, financial options, integrations and IT resource. We can help you explore your options and, with years of experience, our technical teams are at your side for every step of the implementation and roll out. Read more.
Any location, any device
The ability to keep your workforce working from different sites or from their own homes has become critical. It’s likely to remain crucial for the years ahead as a key part of your disaster recovery and business continuity planning.
It is certainly an operational feat, but it can be done, with the right technology in place. The flexibility of Converse can make this happen, quickly and without extra stress. Now is the time to boldly advance your digital agenda to improve productivity.
Real-time reporting and monitoring
Imagine if you could design your ideal report, and then schedule its regular delivery to your inbox… well with Converse, you can.
No need to feel defensive, no more being on the back foot. You will know why you’re performing to SLA, and where to look for the next improvement.
Customers tell us the reporting function saves hours of time. Use dashboards to get everyone focused on a single version of the truth, as you enable teams to share common metrics. And then, just import any of the data straight into your BI tool using the API. It’s simple, easy and fast. You’ll be making real-time data-driven decisions in no time. Read more.
Softphone
Support remote workers to make and receive calls wherever
they are located on their computers or handheld devices.
These software-based phones present the phone interface on the user’s computer. The Converse softphone offers contact centre users the ability to make and receive calls direct on their MS Windows based laptop or desktop device, natively within the WebAgent application. There’s no need for additional software. Read more.
Omnichannel
Wouldn’t you like to be able to offer proper channel choice to your customers? If your contact centre is already juggling several channels (which may feel like they are constantly increasing with the proliferation of instant messaging and social networking apps) you need to look at omnichannel.
You need to provide accessibility to all customers. Plus, customers expect brands to respond and interact in real-time. The only way to do this is to invest in a flexible, open and tightly-integrated technology platform, like Liberty Converse. Read more.
Employee engagement
Convincing research shows that engaged employees deliver better customer experience with higher productivity.
As customer services, you need practical ways to show your front-line teams that you have their backs. With Converse, you’ll support them in two significant ways. First with personal growth through our transparent quality performance.
The tailored scorecards are backed with interaction recording to set everyone up for excellence. Second, teams whether on-site or at home will feel secure knowing their supervisors are only a click away. Everyone is supported, always.
Shifts, rotas and adherence
Having the right people at the right time ready to respond to customer demand, makes a big difference. With Converse, this is so much easier. You’ll be free from complex spreadsheets or clunky manual rotas.
Our easy to use schedule planner rapidly builds the required shifts and rotas. As an integrated component, you’ll feel confident that you have the right people on hand, always. And adherence measures help every advisor to appreciate the impact they make on improving service, every day. Read more.
You might also like
Our QueueBuster® and CallMeBack solutions will help you handle 15% more calls and relieve pressure on your agents.
ContactPortal, our sophisticated speech bot that lets you streamline your call handling service. It reliably and accurately routes calls and soon becomes your polite and efficient front-line switchboard operator.
If you’ve been focusing primarily on multichannel, you may have missed refreshing your IVR solution. When did you last critically assess your menus, recordings, prompts and outage messages?
Jonathan Gunner walks viewers through the Netcall Community for Liberty Converse users in this webinar, explaining the key benefits.