Save valuable time, thanks to Workforce Management

Ditch spreadsheets and use our intuitive tools to save hours of admin. Optimise your staffing, scheduling and overall operational efficiency.

Lift the burden off your team with Workforce Management

Save time and effort with our easy-to-use, scalable and dependable tools:

Actively deliver cost savings while boosting employee and customer satisfaction

Drive staffing, scheduling and overall operational efficiency

Ensure compliance through data-driven decision-making

Transform your contact centre into a high-performance hub

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Forecast and demand planning

Optimise staffing levels to meet customer demand while avoiding overstaffing by accurately predicting call volumes and workloads.

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Smarter scheduling

Efficiently schedule your team based on their skills, interactions, and work-life balance preferences.

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Real-time monitoring

Track team adherence, monitor call queues, and adjust real-time staffing to maintain service levels.

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Workforce optimisation

Integrate Workforce Management with other contact centre technologies like Quality Management and Speech Analytics to improve agent performance.

Blackburn with Darwen Borough Council

“Customers just want an answer. They don’t want to be read a script. We route their calls directly to the department and provide a comfort message. This makes sense because our team are professionals, not just call centre agents. However, you still need discipline on how well a call is handled – how soon it is answered, and the nature of the call – and the [Liberty Converse] system allows us to manage this.”

Ross McQueen

Customer Services Manager, Blackburn with Darwen Borough Council

Essential tools for smarter customer engagement

Liberty Converse brings 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.

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.

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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.

Unified Agent Desktop

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

PCI-Payments

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

Optimise your workforce with smarter planning

If you’d like to see how intelligent workforce management can improve forecasting, scheduling and staff utilisation, get in touch and we’ll help you explore the right approach for your contact centre.

See it in action Explore Liberty Converse

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Contact Centre Solutions

Contact Centre Solutions

For a next-generation AI-powered cloud contact centre solution, look no further than Liberty Converse. Create contact centre experiences that your teams and customers will value. Delight your customers with a powerful fusion of self-service automation and human interaction while empowering your teams with the essential tools for exceptional service.

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Discover Netcall’s Liberty for Housing, a cloud-based housing software that improves rent arrears collection and tenant experiences. Contact us today.

Unified Workspace

Unified Workspace

Have all the tools your team needs at their fingertips – in one place. You’ll streamline workflow, improve productivity and boost the customer experience.