Liberty Connect

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.

Netcall liberty connect chat
Robot assistance when you need it
Start chat conversations with a chatbot to gather information about your customer, as well as solve their query. Liberty Connect integrates with your back-end knowledge base and CRM systems to serve your customers the most accurate answers to their questions. In most cases, removing the need to talk to an agent.
Netcall liberty connect access
Build your own chatbot
Sounds hard? It really isn’t. A basic chatbot can be built in about eight minutes with Liberty Connect’s Bot Studio. We use visual drag and drop prompts and workflows so you can see precisely how the chat will look and react the moment you make it live. Our detailed reporting provides all the performance data and conversation volumes you need.
Netcall liberty connect conversation
Efficiency for customers and agents
Use standard or tailored AI-based chatbots to answer basic queries and frequently asked questions, book/change appointments, make payments and gather key customer information before being passed to an agent. However you decide to use your chatbot, it will reduce call handling times and improve first contact resolution and efficiency.
Netcall liberty connect bots
Agent assistance when customers need it
Customers generally want to be self-sufficient, but at some point in their search for answers, they may just want to talk to a human. You can escalate easily from chatbot to agent via the same web assistant for a seamless handover. Or, if the customer chooses, they can be passed to an agent over the phone.

Our customers


See how some of our customers are using conversational messaging to deliver exceptional experiences
across channels every day, with Liberty Connect
.

Dreams logo

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 logo

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.

Handle greater volumes of calls

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 logo

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 messagingRPAAI 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
Combine Liberty Connect with our omnichannel contact centre, Liberty Converse, you can add any phone, softphone or email to your channels. Take a look at the key features in Converse here. Combine it with Liberty Create low-code to add any of the Create apps too.

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
Combine Connect with Liberty Converse to include customer IVR dialogue flows, and omnichannel queuing and routing. Add our Liberty low-code, and RPA solutions to create smarter self-service across all of your digital channels. Take your customer experience ambitions to the next level.

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
When you combine Connect with Liberty Converse, our omnichannel contact centre, you can create your very own custom dashboards.

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
Combine Liberty Connect with any of our other solutions on the Liberty Platform to deliver powerful integrations. So that’s CreateConverseRPA as well as Patient Hub and Citizen Hub. With Converse, you’ll have access to Open Web Services and our speech bot ContactPortal and Notify.

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.

seamless-end-to-end-digital-experience

Use customer surveys across your digital channels to helps you measure brand perception, understand customer satisfaction and help measure and inform your agents.

salmon tick Identify where to improve
salmon tick Review customer satisfaction scores
salmon tick Perform independent assessments

woman's hand holding and using a mobile phone

For richer self-service experiences, allow your customers to access processes and apps directly in web assistant conversations.

salmon tick Dynamic and interactive
salmon tick Full user interface control
salmon tick Real-time assisted process automation
salmon tick Multi-use case benefits

woman using mobile phone to send text message on social media at night.

When a customer visits a specific page on your website, find out how you are doing. Use your web chat to rate the page.

salmon tick Simple rating
salmon tick Thumbs up, thumbs down
salmon tick Assess opinion of the page

make customers happy home background

Make it quick and easy for customers to find the information they need. The collection point app provides location information for deliveries.

salmon tick Automate processes for routine requests
salmon tick Choice of locations
salmon tick Notification on arrival

COVID-19 repsonse at Cumbria County Council

Let customers make changes to their deliveries. Customers pick convenient times and self-serve delivery appointments direct from your website.

salmon tick Present upcoming deliveries
salmon tick Customer selects relevant delivery change
salmon tick 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.

liberty create icon
Liberty Create:
Low-code platform
Dream it, Build it. Build almost any app you can dream up. It’s tailor-made for citizen developers but includes all the functionality that seasoned pros rely on. 
Liberty RPA Icon
Liberty RPA:
Robotic process automation
Free-up people.
Use software robots to increase accuracy, quality and scalability while reducing human error. 
liberty connect icon
Liberty Connect:
Conversational messaging
Go digital. Exchange messages with your customers over almost any digital channel, and add chat bots to your comms stack.
liberty converse icon
Liberty Converse:
Contact centre solution
Unite and optimise. Track and improve agent performance and connect all your communications channels in one feed. This is the tech that made us famous.