Unified Agent Desktop for
High-performance Teams

Provide a unified agent desktop – a single, browser‑based interface where your team can access customer information, interaction history, knowledge and communication channels in one view. Including AI‑assisted agent desktop capabilities such as real‑time sentiment visibility and contextual prompts to support agents during live interactions, our agent desktop helps drive your customer service and interactions.

Centralise every customer interaction into one agent desktop

The contact centre agent desktop in Liberty Converse gives your team a 360-view of every customer, across every channel. Agents can manage voice calls, email, chat, SMS, social media and messaging apps from a single interface – a true single pane of glass dashboard – without switching systems or losing context. Full conversation transcripts and AI‑generated summaries remain accessible across channels, preserving context and reducing repetition.

Improve first contact resolution

Give agents full visibility of customer history and previous interactions in one view. Access searchable transcripts and structured summaries to accelerate resolution with the unified agent software.

Icon of headset, speech bubble and cogs

Reduce switching between systems

Eliminate fragmented workflows by bringing channels, CRM data and knowledge into one contact centre agent desktop. Ground responses in approved knowledge sources and connected backend systems to ensure accuracy and compliance.

Increase agent productivity

Streamline daily tasks so agents can focus on resolving queries, not navigating tools. Our agent productivity solution can automate transcription, summarisation and routine updates directly within the omnichannel agent desktop.

Deliver consistent omnichannel service

Ensure customers receive seamless support, regardless of how they get in touch. Maintain full context during channel switching with interaction history and captured intent data within the unified agent desktop.

Simplify onboarding and training

Provide a connected agent environment that helps new agents become productive faster. Real-time prompts, guidance and sentiment indicators support less experienced agents during live conversations.

Strengthen quality and compliance

Ensure every interaction follows best practice with embedded prompts, knowledge guidance and structured data capture within the unified agent desktop.

Empower your team with a complete, connected and unified agent interface

Our contact centre agent desktop is designed to reduce system fragmentation and unify customer data to deliver consistent customer experiences.

“Liberty Converse has provided our customer facing teams with much more visibility, has improved morale and provided much more flexibility and opportunity to drive benefit to our overall customer experience.” 

Andrew Parker

VP of IT, Clinigen

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Unified agent desktop for contact centre use cases

Our unified agent desktop software, powered by our innovative contact centre solutions, helps your business’s contact centres achieve key performance goals in various ways.

Retail & e-commerce

Deliver a seamless shopping experience by giving agents an omnichannel agent desktop that pulls in order history, shipping status and loyalty data. When a customer switches from a webchat to a voice call, the agent has the full context ready, reducing repetitive questions and accelerating resolution.

Healthcare

Using agent desktop software, patient coordinators can view appointment history and contact preferences in one place. The tool ensures that sensitive information is handled securely while reducing the administrative burden on frontline staff.

Financial services

Our unified agent desktop allows bank and insurance staff to instantly verify identities and access policy details across multiple channels. With embedded agent assist AI, agents receive real-time prompts to ensure every interaction meets regulatory standards and internal protocols.

Explore how our agent desktop can help your business

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Essential cloud contact centre tools for smarter customer engagement

Our cloud contact centre 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.

Conversational AI Chatbots

Intelligent chatbots that automate routine enquiries and reduce agent workload.

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Voicebots & IVR

Voice‑enabled self‑service that guides customers efficiently and resolves common requests without agent involvement.

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Intelligent Routing

AI‑driven routing that ensures customers reach the best agent or service based on context, skills and priorities.

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AI Virtual Agents

Agentic virtual agents that handle complex tasks autonomously, delivering seamless self‑service 24/7.

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AI Agent Assist

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

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Omnichannel Engagement

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

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Unified Workspace

A single workspace that brings all customer context and interaction tools together for seamless handling.

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Workforce Management

Plan, forecast and schedule your team with precision so you’re staffed right for every demand spike.

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Workforce Engagement Management

Optimise team performance and compliance to boost productivity.

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Agent Productivity

Streamline agent workflows and accelerate handling with tools that reduce manual tasks and friction.

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Unified Agent Desktop

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

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PCI-Payments

Enable secure, PCI‑compliant payments within interactions to protect data and ease transaction handling.

Empower agents with one unified desktop

If you’d like to see how the unified agent desktop can transform the way your team works, get in touch and we’ll show you what’s possible. Experience a true unified interface that reduces system switching and improves first contact resolution.

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Unified agent desktop FAQs

A unified agent desktop is a centralised software interface that consolidates all the tools, communication channels and customer data that contact centre agents need. It helps agents to manage all customer interactions in one integrated desktop tool, from CRM, email, chat, voice and phone system.

Yes, our unified agent desktop is ready-to-integrate software that can work with your existing tools. Effortlessly synchronise customer contact details, refresh records, and generate cases and tickets linked to other customer systems from your workspace with our software, powered by a low code application development solution.