Name: Liberty Converse
Author: Netcall

Help Desk

Web and Video Conferencing

Customer Support

Version Control

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Enterprise Legal Management

Policy Management

Project Portfolio Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Converged Network Adapters (CNAs)

Data Catalog

Data Center Networking

Data Integration

Database Load Balancing

Density-Optimized Servers

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed DNS

Managed File Transfer (MFT)

Managed Hosting

Mobile Application Performance Monitoring  (APM)

Mobile Device Management (MDM)

Network Diagnostics

Network Performance Monitoring

NoSQL Databases

Observability

Server Management

Time Series Databases

Unified Endpoint Management (UEM)

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Customer Journey Analytics

Digital Asset Management

Email Marketing

Marketing Analytics

Marketing Automation

Mobile Advertising

Mobile Analytics

Press Release Management

Product Information Management (PIM)

Social Media Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Call Recording

Customer Communication Management

Customer Relationship Management (CRM)

Presales

Sales

Civil Engineering

Construction Workforce Management

Dental

Loan Servicing

Patient Engagement

Revenue Cycle Management (RCM)

Vertical-Specific

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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.

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

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Essentials

Select

Express

Premium

Vonage Contact Center for Salesforce

Liberty Converse

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Netcall

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Liberty Converse

Overview

What is Liberty Converse?