Liberty Converse – Feature Sheet
An omnichannel contact centre solution built with the customer in mind
Polish your customer experience and amplify agent performance with Liberty Converse contact centre solution. It’s everything you need for efficient, effective customer communications.
See everything from one screen
Track and manage agent performance, connect all your communication channels and create effortless customer journeys. The easy to use agent workspace gives access to every call and contact record. It’s all there. Neat and tidy.
Deliver a seamless service
Customers expect smooth flowing, personalised interactions across all channels. Converse delivers that reality.
With an omnichannel strategy and the best software, you can meet your customers’ needs.
Unify your channels
Bring all your channels – voice, email, SMS, Facebook Messenger, chatbots – together in one feed so your agents can deliver a truly joined-up customer experience.
Improve service speed and quality with prewritten snippets, so staff can rapidly respond to customers at the touch of a button.
The all-in-one customer experience platform
Get all the tools you need to make your customer experience slick, seamless, secure and satisfying.
Liberty Converse contact centre solution solves problems by giving you full control of your contact centre.
- Omnichannel queue management
- Easy to use agent workspace with interaction control and guidance
- See a complete interaction history
- Real-time updates using widget driven dashboards
- Tailored reporting
- Embedded agent evaluation
- Native social and conversational SMS
- Integrated into your core infrastructure with agnostic APIs
- Secure automated and agent assisted payments for PCI compliance
Do it your way
- Delegate access with tiered administration control
- Track user activity with a detailed audit log
- Customise the softboard display with your company logo and brand colours
- Choose which channels take priority (and which can interrupt)
Remain in control
- Report on what matters
- See real-time views of all activity
- Keep an eye on quality
- Add new functionality when needed.
Why wouldn’t you?
Choose our highly resilient, cloud-based IP-PBX telephony for your whole organisation.
Our programmable messaging APIs and web hooks mean you can send messages from your systems or applications across any channel now and in the future. That’s omnichannel messaging at its best.
A helping hand
Give agents the option to ask for backup. They can ping a supervisor to listen in or join a call and get advice in secret, without breaking stride.
Help them improve their service quality and ask for development help with shared Agent Evaluation.
Real-time data, better decisions
Supervisors have a clear view of activity across the contact centre. No more missed SLA breaches. Alerts keep them updated at any location. Customise dashboards and reports, to meet every need.
Use robots for mundane tasks
Automate routine processes for greater efficiency, such as copying customer details into several systems with Robotic Process Automation (RPA).
Push the boundaries of your CX
Liberty is our AI-powered Automation & Engagement platform that lets you make huge transformational changes, fast. Improve and automate processes, integrate communications, data and systems to transform digital journeys.
Our modular tech comprises low-code, robotic process automation (RPA), omnichannel contact centre and conversational messaging, delivering dramatic operational efficiencies. And with artificial intelligence and machine learning at its core, enriched data insights make complex decisions simple.
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