Unified Agent Desktop

Switching between systems. Hunting for customer history. Repeating the same question the last customer service rep already asked. Every one of those moments costs time, erodes trust and wears your team down. The Unified Agent Desktop puts everything in one place – so your representatives can stop managing complexity and start delivering the kind of service that keeps customers coming back.

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One screen. Every customer. Every channel

The contact centre agent desktop in Liberty Converse  gives your team a complete picture of every customer – voice, email, chat, SMS, social, messaging apps – without ever switching tabs. Full conversation history, AI-generated summaries and real-time context are always right there. And behind the scenes, the unified workspace quietly handles the coordination, so your customer service team never has to.

Fix it first time, every time

When your team members can see a customer’s full history before they’ve finished their opening sentence, first contact resolution stops being a target and starts being the norm. Searchable transcripts and structured AI summaries mean no one has to start from scratch.

Icon of headset, speech bubble and cogs

Kill the tab-switching for good

CRM data, knowledge base, live chat, voice calls – all in one place. When agents aren’t wasting energy navigating between systems, they can give their full attention to the person in front of them.

Make your best customer service reps ever

Automated transcription, AI summaries and routine update handling take the admin off your team’s plate with our agent productivity tools. More time resolving. Less time documenting.

Seamless, no matter how the customer gets in touch

Customers don’t think in channels. They just want their problem solved. When context carries across every touchpoint – with no broken handoffs – the experience feels effortless on both sides of the conversation.

New starters up to speed faster

Real-time prompts, sentiment indicators and on-screen guidance mean new customer service reps don’t have to wait months to feel confident. The unified agent desktop coaches them through live interactions from day one.

Strengthen quality and compliance

Give your team the guidance they need in the moment with embedded prompts, knowledge support and structured data capture built directly into the unified agent desktop. With everything in one place, teams can deliver more consistent, compliant customer interactions.

The desktop your team sees. The engine they never have to think about

The Unified Agent Desktop is where your team works. But underneath it, Liberty Converse’s unified workspace is doing something equally important: keeping your CRM, routing logic, case management and backend systems perfectly in sync, automatically.

Customer records update in real time. Cases stay aligned across channels. And when your organisation needs to change how information is captured or managed, our low-code solution makes it simple – without disrupting a single representative’s day.

Everything your team needs, built into one unified agent interface

Designed to eliminate fragmentation and unify customer data, every feature in the agent desktop is there for one reason: to help your customer service team resolve more, faster.

“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

Read their story

Unified agent desktop for the way your sector works

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

A customer calls, frustrated that their order still hasn’t arrived. Before your customer service representative says hello, they can already see the order history, shipping status and loyalty tier. The issue is resolved in the first interaction – not after two transfers and a callback.

Healthcare

Patient coordinators handle sensitive conversations that demand both speed and accuracy. With appointment history, contact preferences and case notes in one secure view, staff spend less time on admin and more time on the people who need them.

Financial services

Compliance isn’t optional – and neither is speed. Your Customer Service representatives verify identities and access policy details across channels instantly, while embedded AI prompts ensure every interaction meets regulatory requirements. No guesswork. No gaps.

See how our unified agent desktop works for your sector.

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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.

Agent Productivity

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

Intelligent Routing

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

PCI-Payments

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

See what your team can do with one unified desktop

The best way to understand the difference a unified agent desktop makes is to see your own workflows inside it. Book a demo and we’ll show you exactly how it could work for your team – fewer systems, less friction, better outcomes.

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Unified agent desktop – your questions answered

It’s a single browser-based interface that brings together every tool, channel and piece of customer data your team members need to do their job. Voice, email, chat, CRM, knowledge base – all in one screen, with no switching between systems. Your team gets the full picture of every customer, every time.

Yes – and it’s designed to. The desktop connects bi-directionally with your CRM, case management tools and back-office systems, automatically syncing records and surfacing real-time data without your agents ever leaving the interface. Our low-code platform makes it straightforward to tailor integrations to the way your organisation works.

Other related topics

Liberty Converse

Liberty Converse

Transform customer experiences with Liberty Converse – an AI‑powered contact centre platform that delivers omnichannel engagement, unified agent workspaces and intelligent automation for faster, more connected service.

AI Virtual Assistants

AI Virtual Assistants

Customers get answers instantly. Agents stop fielding the same questions on repeat. And your service keeps running long after the office lights go off.