Liberty

Liberty features a highly flexible, drag-and-drop user interface for creating and instantaneously modifying call scripts. This allows supervisors to implement on-the-spot changes to agent guidance, ensuring optimal message delivery without requiring any complex coding or service downtime, which is vital for agile operations.

The system efficiently consolidates all critical customer interactions originating from Phone, Web Chat, and SMS into a single, unified agent workspace. This capability ensures agents can seamlessly process messages and address customer needs regardless of the incoming channel, maximizing service consistency and speed.

This essential feature set provides tools for accurately analyzing current and forecasted call volume data with real-time reporting and offering efficient scheduling tools. This capability helps revolutionize workforce management processes, drastically improving service levels while effectively reducing unnecessary staffing costs and overtime.

The platform streamlines the traditionally complex process of managing who is on call for various client accounts, ensuring 24/7 service coverage. It provides essential tools for real-time and scheduled message dispatching based on the customized client roster and availability, minimizing dispatch errors.

Liberty is built as a highly secure, 100% cloud-based solution, completely eliminating the need for expensive on-premises hardware, complex VPNs, or SQL licensing fees. This architecture allows the entire answering service operation to be run securely and reliably from any remote location via a simple web browser.