Liberty Converse

The Liberty Converse, offered by Netcall, is an advanced omnichannel contact centre solution designed to facilitate smooth customer interactions. According to the vendor, this software allows businesses of various sizes to support customers through multiple communication channels, including phone, website, live chat, and social media. With its intuitive agent interface and AI-powered bot support, Liberty Converse aims to provide professionals in the financial services, insurance, utilities, and housing association industries with the necessary tools for consistent and efficient customer service.

Key Features

Keep conversations moving: According to the vendor, the software supports customers through intelligent self-service or agent engagement tools across various communication channels, ensuring seamless customer journeys.

Easy to use agent interface: The vendor claims that the software brings together engagement data in one place, enabling agents to deliver consistent service across all channels. They also state that the agent desktop integrates with existing systems without the need for replacement.

AI-powered bot support: According to the vendor, the software greets customers with intelligent bot support through voice and digital channels, reducing pressure on agents and potentially improving customer satisfaction. The bots are designed to manage routine and frequently asked questions, allowing agents to focus on more complex queries.

Omnichannel integration: The vendor claims that the software offers a user-friendly agent desktop with a comprehensive set of features. These features include workforce management, performance analysis and reporting, wallboards, CRM integrations, IVR, and chatbot building.

Workforce management and efficiency: According to the vendor, the software optimizes contact centre performance by matching agents with the right skills at the right time, potentially leading to improved customer and employee satisfaction. The software also enables efficient team management in both home and office environments.

Cloud or premised – your choice: The vendor states that the software provides the flexibility to deploy the contact centre solution in the cloud or on-premises. They claim to offer expertise in both cloud-based and traditional on-premises solutions.

Couple Converse with other solutions: According to the vendor, the software allows integration with other solutions on the Liberty Platform, such as conversational messaging, robotic process automation (RPA), artificial intelligence (AI), and low-code. This integration aims to further optimize the contact centre.

Conversations: The vendor claims that the software enables customer engagement across a range of voice and digital channels, including softphone/phone, email, web chat, SMS, social media messaging, and face-to-face interactions. They state that it provides a unified platform for managing and tracking customer conversations across channels.

Workforce Optimisation: According to the vendor, the software includes tools to track and improve agent performance, enhancing the end-to-end customer experience. These tools encompass workforce management, performance analysis, coaching, and quality monitoring.

Automations: The vendor states that the software offers automation capabilities to streamline processes and reduce manual effort. These capabilities include automated call distribution, self-service changes, co-browsing, and call answering features.