Liberty Converse Features

An easy-to-use, intuitive omnichannel contact centre solution built with your team and customers in mind.

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Why use Liberty Converse?

With our extensive customer research, we’ve focused on building a robust, reliable contact centre solution with features customers actually need and want to use. This keeps the interface clean and easy to use without weighing it down with complexity.

Empower your teams for increased productivity

Give your teams an interface they enjoy using to connect with your customers. Get all the metrics you need to track and manage your team’s performance and every contact record.

Unify your channels for a great customer experience

Bring all your channels together for a full experience for teams and customers. Connect interactions in voice, email, SMS, web chat and chatbot channels to deliver a joined-up customer experience.

Key features available to you and your team

Multimedia contact handling

Simplify contact routing with a universal queue that includes voice, email, web chat, SMS and social media.

Technical sorted

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.

Install it any way that suits you

Converse can be deployed in any way that suits your organisation – cloud-native, cloud-hosted, on-premise or hybrid.

Embedded softphone

Configure the agent workspace to support embedded softphones so that agents can receive incoming calls and place outgoing calls.

Flexible real-time reporting

Customise dashboards and design, schedule and share reports on anything you like, plus export data into reporting tools.

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.

Design shifts for engaged teams

Plan rotas, design shifts, and manage team members performance. Support agents with the configurable scorecard, integrated call recording and reporting on agent adherence.

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.

Team evaluation and management

Track your team’s daily improvements by evaluating calls in a customer service environment.

Use robots for mundane tasks

Automate routine processes for greater efficiency, such as copying customer details into several systems with Robotic Process Automation (RPA)

Microsoft Teams integration

Enable authentic communication and collaboration through Microsoft Teams. Converse also integrates with Microsoft Skype™ for Business, Avaya®, Cisco® and Mitel®.

Process automation integration

Plug and play with ready-made customer-focused applications, CRMs and case management tools based on your sector’s systems and processes.

Secure agent payments

Enable your team to take secure PCI DSS compliant payments over the phone, chat or SMS.

Key Benefits

Enhance customer experience

Deliver engagements to the right team member at the right time to improve first-contact resolution.

A flexible, empowered workforce

Empower agents to work securely anywhere and from any device.

Real-time insight

Track and monitor all contact centre activity across the organisation in real time, enabling greater control.

Informed and engaged customers

Use automation to update customers on progress and services before they need to contact you to ask.

Improved team performance

Provide agents with data-driven evaluation, support and guidance.

Seamless integration

Converse works with your existing systems, including ERP and CRM solutions.

Data security

Ensure your customer data, including payment data, is secured for compliance needs.

Ready to see Liberty Converse in action?

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.

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