Use Intelligent Contact Routing to Improve Every Journey

Get your customers to the right place the first time without delay with Intelligent contact routing – route more complex customer enquiries through voice or digital channels to the best-skilled team member.

Make it easy for customers to help themselves or get assistance

Intelligent routing is a crucial feature for any digitally transforming contact centre. It matches customer data to relevant information, departments, groups or team members to increase operational efficiency and improve customer experience.

Improve your CSAT scores

Boost satisfaction levels by helping customers swiftly get the information they need.

Take seconds off call length

Ensure your team knows what requests are about when they connect with customers.

Get the best from your team

Route calls to team members that best match their skills and experience.

Reduce customer effort

Ensure customer journeys take the most direct route, saving time and increasing your efficiency.

Intelligent customer journeys made simple

“Our whole premise now is to offer a better service, where calls that go to an Operator get the time they need to fully explain their request. And because calls are correctly routed at the start, ward time isn’t being wasted, and calls don’t circle back to switchboard — which was frustrating for patients.”

John Wintour-Pittom

Head of Operations for Trust Telecom, Imperial College Healthcare NHS Trust

Route every customer to the right outcome

If you’d like to see how intelligent routing can reduce transfers, improve first‑contact resolution and personalise customer journeys across voice and digital channels, get in touch and we’ll help you explore the right strategy for your contact centre.

See it in action Explore Liberty Converse

Essential cloud contact centre tools for smarter customer engagement

Our cloud customer engagement solutions bring together AI, omnichannel engagement and workforce productivity tools to help organisations deliver seamless customer experiences while empowering agents and optimising operations. Explore the key features in more detail below.

AI Autonomous Agents

Agentic AI support that handles more complex tasks autonomously, helping customers resolve their enquiries.

AI Virtual Assistants

Intelligent assistants that work across voice and digital channels automating routine enquiries.

AI Agent Assist

Real‑time AI support that helps agents with suggestions, summaries and next‑best actions to boost speed and accuracy.

Omnichannel Engagement

Unify voice and messaging channels so customers can interact how they choose.

Unified Agent Desktop

A single, intuitive agent interface that brings all interactions and tools together for faster, smoother handling.

Workforce Engagement Management

Optimise team performance and compliance to boost productivity.