OPUS BUSINESS SYSTEMS LIMITED

Netcall Liberty Converse CX - Omnichannel Contact Centre

Liberty Converse CX is a secure, cloud-native omnichannel CCaaS solution with embedded AI for automation and agent assistance. It unifies voice, email, chat, SMS and social channels in one interface, with intelligent routing, reporting and integration options to deliver efficient, accessible and compliant citizen engagement across public services.

Features

• 24/7 AI-powered virtual voice assistants and chatbots
• Self-service with integrated IVR, messaging and knowledge base
• AI-driven intelligent routing and dynamic interaction prioritisation
• Unified omnichannel browser-based agent interface with full history
• Seamless CRM and system integration for contextual workflows
• Omnichannel communication: voice, email, SMS, chat, social, video
• Process automation for repetitive, time-consuming contact centre tasks
• Quality management, including sentiment, trends analysis, surveys and call summarisation
• Workforce management for scheduling, forecasting and adherence monitoring
• Predictive analytics, advanced reporting and customisable dashboards

Benefits

• Handle all citizen interactions in one secure, unified platform
• Gain complete customer view through integrated data orchestration
• Accelerate service with AI-driven routing, automation and summarisation
• Deploy quickly with scalable, cloud-native architecture for resilience
• Integrate seamlessly with existing CRM and back-office systems
• Reduce operational costs through automation and optimised resource allocation
• Improve service quality with streamlined workflows and reduced wait times
• Access predictive insights for continuous improvement and performance optimisation
• Deliver consistent, personalised experiences across all engagement channels
• Ensure compliance with UK public sector security and accessibility standards

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

314000040397322

Contact

Jenny Critchfield
02085457121
bid@opustech.co.uk

About your service

• Service categories:

  Applications

  Customer relationship management

  • Customer service
  • Contact centre
• Multi cloud support: No

Service scope

• Software add-on or extension: Yes, but can also be used as a standalone service
• What software services is the service an extension to: Liberty Converse CX can be used as standalone or as an add-on to other modules that are part of the Netcall Liberty platform, including Liberty Create low code platform; Liberty RPA; Liberty AI; Liberty IDP; Liberty Spark.
• Cloud deployment model: Public cloud
• Service constraints: The service is subject to planned maintenance, which will be notified in advance.
• System requirements:
  • Web Browser
  • Internet connectivity

User support

• Email or online ticketing support: Yes
• Support response times: Alongside 24/7 telephone assistance, we provide convenient email support. During core hours (08:30–17:30, Monday–Friday, excluding bank holidays), buyers can report issues to customerservice@opustech.co.uk. On receipt, our Operations Service Desk logs the ticket in our Incident Management System, assigns priority, and sends an automated confirmation with your reference and details. From there, a technician begins triage and investigation, escalating seamlessly through first to fourth line if required. For critical P1 incidents outside core hours, we only accept phone calls so we can engage immediately. Responses adhere strictly to your contracted SLAs and performance targets.
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: Yes
• Web chat support availability: 9 to 5 (UK time), Monday to Friday
• Web chat support accessibility standard: EN 301 549
• Web chat accessibility testing: Opus is currently running formal assistive‑technology user testing on our Service Desk online chat, the platform has been designed with accessibility in mind. Features such as browser‑based access, clear navigation, and compatibility with standard assistive tools (including screen readers and keyboard‑only navigation) support inclusive use. We continually review accessibility requirements and are committed to engaging assistive‑technology users in future testing cycles to further enhance usability and ensure a fully accessible support experience.
• Onsite support: Yes, at extra cost
• Support levels: Opus provides a flexible, scalable support model designed to meet the operational needs of organisations of all sizes. Core Business Hours Support (08:30–17:30, Monday–Friday) includes incident reporting via telephone, email, portal, or webchat, with all issues logged and prioritised using a P1–P4 severity framework. For customers requiring higher resilience, 24/7 support is available, ensuring rapid engagement for critical P1 faults and seamless escalation through multi‑level engineering teams.; ; Support can be delivered as Fully Managed or Co‑Managed, with optional services such as monitoring, release and update management, antivirus administration, supplier coordination, and change control. Pricing is fully tailored and based on the number of users and the level of cover required, allowing organisations to select an appropriate package without over‑committing resources.; ; Every customer benefits from a dedicated Account Director to oversee service delivery and a Solution Architect to ensure technical alignment and design assurance. Service Managers can be added where enhanced governance, regular service reviews, and deeper operational oversight are required. All services are supported by defined SLAs, transparent incident handling, and cloud and telephony expertise to ensure reliable, end‑to‑end performance for business‑critical communications.
• Support available to third parties: Yes
• AI chatbot: Yes

Onboarding and offboarding

• Getting started: We can provide either Project Management-led, or engagement-led approach to the adoption of the service. For Project Management-led, we can provide project management, engineering, and training support for the initial configuration of Liberty Converse CX. Engagement-led allows customers to use the service without full dependency on us through training and reduced professional services. ; For both approaches, online training will be provided to enable the customer to self-manage the service. User Training includes access to extensive eLearning content via the Netcall Online Community. Documentation regarding implementation and configuration of Liberty Converse CX will also be provided. This includes Online Help, which is provided within the Converse CX User Interface and Netcall Online Community.
• Service documentation: Yes
• Documentation formats:
  • HTML
  • PDF
• End-of-contract data extraction: All customer data is available in reports accessed through the Converse CX user interface. Customers will extract data by manually downloading data in a CSV file format, or by use of the Reporting API. All Liberty Converse CX reports will enable the ability to download data using a definable date range.
• End-of-contract process: Opus recognises that every partnership may eventually conclude, and we ensure this phase is managed with the same professionalism as all others. Our Exit Management Plan is designed to deliver a smooth, transparent transition that protects both parties—financially, operationally, and reputationally—while maintaining service continuity.; ; We will work closely with Buyers to minimise disruption and coordinate a seamless handover. Opus maintains an up-to-date inventory of communication assets and service levels, enabling us to create a tailored exit plan covering phased activities, resource allocation, and responsibilities.; ; A dedicated Exit Transition Manager from our Professional Services team will oversee the process, coordinating with the Buyer, suppliers, and internal teams, providing consistent updates through to full contract closure.; ; The exit plan will define roles and responsibilities, maintain ongoing service until cessation, outline post‑cessation support, detail work‑in‑progress, manage asset return, and ensure full documentation and data transfer. It will also cover phased decommissioning, risk and issue management, knowledge transfer, and regular progress reporting.; ; By following this structured approach, Opus ensures minimal disruption, clear communication, and a well‑managed, professional conclusion to our partnership.
• Documentation accessibility standard: None or don’t know
• How the documentation is accessible: As a browser-based interface, third-party tools deployed on the users' desktop or browser can be used to support user accessibility.

Using the service

• Web browser interface: Yes
• Supported browsers:
  • Microsoft Edge
  • Firefox
  • Chrome
  • Safari
  • Opera
  • Other
• Application to install: No
• Designed for use on mobile devices: No
• Service interface: Yes
• User support accessibility: WCAG 2.2 AA
• Description of service interface: Liberty Converse CX provides a browser-based service interface. This interface is intuitive and simple to use, whilst enabling full access to the user and administrative features provided by Converse CX. User access to the service interface is secure, with roles and permissions assigned to log-in, controlling access to application features. The service interface allow authorised users to configure all Converse CX settings, including general contact centre settings such as queues and skills, the ability to design and configure AI powered virtual agents, configure contact channels including voice, email and chat, build integrations and view reports amongst other actions.
• Accessibility standards: WCAG 2.2 AA
• Accessibility testing: Liberty Converse CX provides a browser-based service interface. This interface is intuitive and simple to use, whilst enabling full access to the user and administrative features provided by Converse CX. User access to the service interface is secure, with roles and permissions assigned to log-in, controlling access to application features. The service interface allow authorised users to configure all Converse CX settings, including general contact centre settings such as queues and skills, the ability to design and configure AI powered virtual agents, configure contact channels including voice, email and chat, build integrations and view reports amongst other actions.
• API: Yes
• What users can and can't do using the API: Converse CX provides both a comprehensive REST-based API, and Webhooks that allow external applications to subscribe to contact centre interaction events. The APIs do not allow users to set up the configuration of the application. The APIs allow users to query configuration, request audit and reporting data, create and update contact centre interactions including the ability to log interactions, pause/resume call and screen recording, allow call control such as click-to-call or call transfer and fetch transcriptions for completed interactions amongst other actions. Some changes to the application can be made through the API, such as with the ability to gather and update contact centre announcements or phonebook data.
• API documentation: Yes
• API documentation formats:
  • HTML
  • PDF
• API sandbox or test environment: No
• Customisation available: Yes
• Description of customisation: Users have full access to customise the Liberty Converse CX service. There are no limits to the number of contact centre Groups or queues that can be defined. The end user application uses a simple graphical interface that doesn't require users to have specialist ICT knowledge. Customisation options include:; • Virtual Agents - Creation and amendment of any number of configurable voice and chat virtual agent flows ; • Apps - Creation of visual apps that can be sent to customers; • Agent Assist - Customise AI powered assistants to guide agents ; • Routing Rules - Definition of the Contact Centre routing for all media; • Queue Configuration - Queue management, including queue breakout, capacity controls, and prompts; • Group Settings - including media allocation, busy and activity codes, wrap up timers, skill and priority assignment; • Skills Based Routing - Definition of the skills names, Agent proficiency, and Skills templates ; • User Profiles - Customisation of the supported Agent features, applying roles and permissions, Agent media and skills allocation, and group assignment; • Dashboards - customisable dashboards using drag-and-drop widgets; • Access to the Converse CX Administration and Supervisor user interface is controlled by assigned roles and permissions.

Scaling

• Independence of resources: Liberty Converse CX utilises elastic cloud computing to enable on demand scaling of the service.

Analytics

• Service usage metrics: Yes
• Metrics types: Liberty Converse CX provides a range of system real time and historical reports, including:; • Real-Time Dashboards: Real-time graphical display of key metrics, including service performance, queue data and agent information. Dashboards are configurable and shared with users by name, role, or Agent Group. ; • Supervisor Reports: Historical reports covering all metrics of the contact centre. Displayed graphically and tailored by a range of filters, including date and time, and can be downloaded to CSV or accessed via API. Tailored reports can be saved for instant retrieval.; • Licensing: consumable resources can be tracked and managed from a dedicated dashboard.
• Reporting types:
  • API access
  • Real-time dashboards
  • Regular reports
  • Reports on request
• Resource tagging: Yes
• FOCUS resource tagging: No

Resellers

• Supplier type: Reseller providing extra support
• Organisation whose services are being resold: Netcall

Staff security

• Staff security clearance: Other security clearance
• Government security clearance: Baseline Personnel Security Standard (BPSS)

Asset protection

• Knowledge of data storage and processing locations: Yes
• Data storage and processing locations:
  • United Kingdom
  • European Economic Area (EEA)
• User control over data storage and processing locations: No
• Datacentre security standards: Complies with a recognised standard (for example CSA CCM version 4.0)
• Penetration testing frequency: At least once a year
• Penetration testing approach: ‘IT Health Check’ performed by a CREST-approved service provider
• Protecting data at rest:
  • Physical access control, complying with CSA CCM v4.0
  • Encryption of all physical media
• Data sanitisation process: Yes
• Equipment disposal approach: Complying with a recognised standard, for example CSA CCM v4.0, CAS (Sanitisation) or ISO/IEC 27001
• Data sanitisation type: Deleted data can’t be directly accessed / Cryptographic Erasure

Data importing and exporting

• Data export approach: Customers can extract data by manually downloading report data in a .csv file format. All Liberty Converse CX reports will enable the ability to download data using a definable date range.; ; If required, reporting data can be extracted using the Liberty Converse CX Reporting API. This REST API gets report data in XML or JSON format from the Interactions Report, Agent Audit Report, or from a Supervisor Saved Report. ; ; Full documentation of Converse CX API will be provided as part of the deployment project.
• Data export formats:
  • CSV
  • Other
• Other data export formats:
  • XML
  • JSON
• Data import formats:
  • CSV
  • Other
• Other data import formats: SCIM

Data-in-transit protection

• Data protection between buyer and supplier networks: TLS (version 1.2 or above)
• Data protection within supplier network:
  • TLS (version 1.2 or above)
  • IPsec or TLS VPN gateway

Availability and resilience

• Guaranteed availability: Liberty Converse CX has an agreed Service Availability Target of 99.9%. Service credits can be discussed as part of your contract.
• Approach to resilience: Liberty Converse CX utilises a high-availability architecture to support resilience. Full details are available on request.
• Outage reporting: Netcall’s Cloud systems and services are proactively monitored for availability and system health by the event management process. System events and alerts of threshold breaches are detected by Netcall’s system management tools and these alert our Customer Support team of state changes, including service outages in any of Netcall Cloud service offerings.; Netcall Customer Support is responsible for informing service affecting outages to customers and these are tailored to match the business needs of the customer. The form of the communication can be either email or telephone to the customer’s service desk or preferred service contacts. The alert to the customer contains information on which service has failed, the likely effect it will have on customers' IT service along with reference information for follow up. Customer Support then maintains regular updates to affected customers on the expected service restore time until de-escalation.

Identity and authentication

• User authentication needed: Yes
• User authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password
• Access restrictions in management interfaces and support channels: Converse CX uses user credentials, single sign on and assigned roles and permissions to control user access to management interfaces and support channels. Converse CX is accessed via a browser-based user interface; on sign-in, the assigned roles and permissions are applied.
• Access restriction testing frequency: At least every 6 months
• Management access authentication:
  • Multi-Factor Authentication (MFA)
  • Public key authentication (including by TLS client certificate)
  • Identity federation with existing provider (for example Google Apps)
  • Username or password

Audit information for users

• Access to user activity audit information: Users have access to real-time audit information
• How long user audit data is stored for: User-defined
• Access to supplier activity audit information: Users contact the support team to get audit information
• How long supplier audit data is stored for: User-defined
• How long system logs are stored for: At least 12 months

Security governance

• Named board-level person responsible for service security: Yes
• Security governance certified: Yes
• Security governance standards:
  • ISO/IEC 27001
  • Other
• Other security governance standards: It is also accredited to the NHS DSP Toolkit and CyberEssentials+
• Information security policies and processes: All Information Security policies and processes are documented and audited via the ISO27001:2022 Info Sec Statement of Applicability (SOA). It lists the Netcall controls, policies and work instructions documented and recorded for the standard and the SOA is publically available. All process owners are internally/externally audited for compliance with our code of conduct, policies and plans listed in the SOA and below:; Policies:; • Acceptable Use; • Access Control; • Anti-Virus; • Audit Log; • Backup; • Business Continuity; • Change Management; • Clear Desk; • Cloud Security; • Cryptographic; • Data Classification Labelling and Handling; • Data Ethics; • Data Protection; • Data Retention; • Development Operational Change Control; • Disposals; • External Parties Access Control; • Information Security; • Infrastructure Monitoring; • IT Change Management; • Liberty Product Security Testing; • Key Management; • Keyholder; • Network Access Control; • Patching; • Password; • Quality; • Records Management; • Security Event and Incident
• Software Security Code of Practice: Yes

Operational security

• Configuration and change management standard: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Configuration and change management approach: Netcall's Change Management processes are audited under the ISO27001:2022 and ISO9001:2015 standards. The statement of applicability for the standards can be shared. ; No change will be permitted unless it has been approved by the relevant authority at Netcall against the relevant change control ticket. This change control process includes assessing the impact of a change for any impact on security.
• Vulnerability management type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Vulnerability management approach: Netcall operate a bespoke Risk Assessment Methodology to evaluate the impact of newly discovered vulnerabilities, ensuring they are managed quickly and effectively. Patches are released as soon as they pass quality assurance (QA), so that they can be rapidly deployed to maintain security. Netcall subscribes to vulnerability management feeds from major product vendors and professional bodies, including US CERT and the National Vulnerability Database (NVD) and CrowdStrike is deployed to provide threat intelligence feeds highlighting cyber risks. Netcall is also a member of the Cyber Security Information Sharing Partnership (CiSP) and subscribes to the NCSC Early Warning Service.
• Protective monitoring type: Complies with a recognised standard, for example CSA CCM v4.0 or SSAE-18 / ISAE 3402
• Protective monitoring approach: Netcall manages and controls compromises to the confidentiality, integrity, availability of information assets through its Managed Detection and Response system (MDR). This allows Netcall staff to respond, triage and remediate identified issues. The process is ISO27001:2022 compliant. Compromises are monitored, tracked, and recorded:; • via customer/production support calls.; • via account managers.; • after changes.; • after risk reviews.; • post actual security incidents.; • picked up via MDR/IDS/IPS systems.; The owner is the Information Security Manager working with Process Owners and any impacted stakeholders to resolve any compromises and apply preventative actions as soon as possible, measured against SLAs.
• Incident management type: Complies with a recognised standard, for example, CSA CCM v4.0 or ISO/IEC 27035:2011 or SSAE-18 / ISAE 3402
• Incident management approach: Opus operates a predefined incident process with automatic logging, severity assignment, and SLA‑driven response thresholds. Common events are handled through standardised workflows in the Incident Management System (IMS). Users report incidents via email (auto‑converted to P4), by phone—bypassing auto‑attendants for rapid logging—or through the Opus Customer Portal, which also provides real‑time status visibility. Incidents are monitored on wallboards, with Level 1–2 cases triggering immediate alerts and escalation to senior managers. Incident reports and acknowledgements are automatically issued by email, with full tracking available through the portal.
• Post-quantum cryptography secure: No

Secure development

• Approach to secure software development best practice: Independent review of processes (for example CESG CPA Build Standard, ISO/IEC 27034, ISO/IEC 27001 or CSA CCM v4.0)

Public sector networks

• Connection to public sector networks: No

Pricing

• Discount for educational organisations: No
• Free trial available: No

Discount percentage by annual call-off contract value (excluding VAT)

• Less than £250,000: 0%
• Between £250,000 and £500,000: 0%
• Between £500,001 and £1,000,000: 0%
• Between £1,000,001 and £2,500,000: 0%
• Between £2,500,001 and £5,000,000: 0%
• Over £5,000,001: 0%

Non-mandatory Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: Approachable Certification
• ISO/IEC 27001 accreditation date: Tuesday 27 July 2027
• What the ISO/IEC 27001 doesn’t cover: Everything is covered
• ISO 28000:2022 certification: No
• ISO 9001 certification: Yes
• Who accredited the ISO 9001 certification: Approachable Certification
• ISO 9001 accreditation date: Friday 1 December 2023
• What the ISO 9001 doesn’t cover: Everything is covered
• Quality management systems (QMS): Yes
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: No
• Cyber Essentials Alternative: None of the criteria
• Cyber essentials plus: Yes
• Please provide your Cyber Essentials Plus Certificate Number: De7de48a-322f-4b14-b4ee-6069f39992ee
• Other security certifications: No

Social value

• Section B - Commitment for Future: Delivery:

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • Activities that support an environment where staff are educated about and feel empowered to report and address bullying and harassment
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Volunteering opportunities for staff
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors

  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Plans for positive actions with community groups.

  • Mission: Build an NHS fit for the future: That is there when people need it; with fewer lives lost to the biggest killers; in a fairer Britain, where everyone lives well for longer.

    Policy Outcome 8: Increasing productivity through physical and mental wellbeing: In the supply chain and communities in the relevant area.

    • Understanding of issues relating to health and wellbeing, including physical and mental health, in the contract workforce

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at bid@opustech.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.