AI-assisted conversational messaging
Engage customers through your digital channels with Liberty Connect. Combining chat functionality with AI-powered chatbots, Connect brings simplicity and efficiency to digital conversations. You quickly build simple chat flows to answer routine questions, while freeing up contact centre agents for more complex enquiries. Liberate your digital conversations.
Our customers
See how some of our customers are using conversational messaging to deliver exceptional experiences
across channels every day, with Liberty Connect.
The UK’s most recommended Bed Retailer, Dreams is set to replace its siloed customer engagement platform with a single integrated solution from Netcall that will deliver a seamless experience to customers across all its service channels.
Cairn Housing transforms the tenant journey from the beginning to the end of every interaction. Cairn was faced with tenants’ growing needs to request a service, or make a payment, at a time and using a method convenient to them. Read their transformation story.
The combination of Liberty Converse and Liberty Connect have enabled Backburn with Darwen to find new ways to provide frontline services post COVID. Read their transformation story.
South Hams District Council accelerates process delivery to drive improved customer experiences during the pandemic. They are using Connect along with Converse and Create solutions to facilitate a seamless customer experience across all channels.
Key features
Blending automation with live agent assistance, our conversational messaging delivers outstanding customer experiences across digital engagements.
Here’s a few of it’s key features. We also give you a little taster of what happens when you couple Connect with other solutions on the Liberty Platform.
From conversational messaging, RPA, AI and low-code, to take your customer experience to the next level.
Conversations
Connect with customers across a wide selection of digital channels using a blend of robots and human agent interaction.
Enable customers to get what they need with or without agent assistance.
Learn more- Web Assistant – chat with customers in any digital channel
- Twitter direct messages
- Facebook & Instagram messaging
- Google Business messaging
- SMS messaging
Automations
Use automations to drive timely, effective self-service with standard and custom chatbots. Build customisable intelligent CX automations across your digital and non-digital channels.
Learn more- Bot Studio – build your own bot from basic answers to complex flows
- Custom chatbots – empower bots to automate processes
- Attendant routing – route to the right agent at the right time
- Analyse interactions for engagement insights
Management Information Systems
Have transparency into the intimate workings of your operations with customisable management information tools.
Learn more- Real-time reporting & engagement analytics
- Chatbot performance reporting
- Data exports
Integrations
Connect natively integrates with many third-party business systems. It offers additional integration support through open APIs and webhooks, enabling custom connectors to your systems.
Learn more- Leading CRMs
- Market engagement tools
- Microsoft Teams
- Microsoft Dynamics
- Liberty Converse, Create, RPA & AI
- Patient Hub & Citizen Hub
Community
A growing online space for those creating more efficient and effective engagement experiences. Share your expertise, questions and answers with your peers and Netcall.
Learn more- Extensions, dashboards, report templates & applications library
- Free of charge to platform users
- Access to hundreds of resources
- Share best practice in the forum
- Suggest new ideas, vote for your favourite features
- Events
- Support portal access
Use cases
Here are some quick examples of how people are using Liberty Connect for their conversational messaging,
to deliver exceptional experiences every day.
Use customer surveys across your digital channels to helps you measure brand perception, understand customer satisfaction and help measure and inform your agents.
Identify where to improve Review customer satisfaction scores Perform independent assessments
For richer self-service experiences, allow your customers to access processes and apps directly in web assistant conversations.
Dynamic and interactive Full user interface control Real-time assisted process automation Multi-use case benefits
When a customer visits a specific page on your website, find out how you are doing. Use your web chat to rate the page.
Simple rating Thumbs up, thumbs down Assess opinion of the page
Make it quick and easy for customers to find the information they need. The collection point app provides location information for deliveries.
Automate processes for routine requests Choice of locations Notification on arrival
Let customers make changes to their deliveries. Customers pick convenient times and self-serve delivery appointments direct from your website.
Present upcoming deliveries Customer selects relevant delivery change Provide revised confirmations
AI-powered Automation & Customer Engagement
Liberty is a tightly integrated suite of customer engagement and intelligent automation solutions that lets you manage and improve your customer experience, effortlessly. Take a look at what else is in our toolbox.
Low-code platform
Robotic process automation
Use software robots to increase accuracy, quality and scalability while reducing human error.
Conversational messaging
Contact centre solution