Netcall
110 Case Studies
Case Study: East Midlands Railway achieves rapid deployment and improved customer and employee experience with Netcall's Liberty Converse
A Netcall Case Study
Using Liberty Converse for seamless webchat and voice calls
East Midlands Railway (EMR), a train operating company with a 24-hour contact centre staffed by 23 FTEs, faced an aging contact centre system nearing the end of its licence and the risk of service disruption amid industry changes. EMR selected Netcall’s Liberty Converse to replace the legacy platform, seeking a partner that could offer the technical fit, financial flexibility and rapid delivery required to maintain customer access and regulatory compliance.
Netcall deployed Liberty Converse (with plans to combine it with Liberty Connect) in just five weeks, training staff and enabling features like QueueBuster call‑backs and the Liberty Connect Web Assistant to boost self‑service. The implementation improved employee and customer experience, sped up resolutions, reduced queue times, freed agents to handle complex enquiries and prompted EMR to consider adding more agents to the system — all while avoiding a potential breach of contract.
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East Midlands Railway
Nara Burne
Business Change Manager – CX