Multi-tenant Model

Liberty Converse / CX
1

Would it be possible to confirm whether Converse CX supports a multi-tenant model, please?

During our implementation of Converse, we found that it did not operate as a true multi-tenant solution. As a County Council with multiple contact centres, this made it difficult to fully separate operations. In particular, we experienced challenges in segregating reporting and visibility between different service areas.

Our approach to managing this was to restrict permissions and rely on ICT support to make certain changes. While this helped mitigate the issue, it did limit flexibility for operational teams.

A multi-tenant capability, or enhanced controls to separate reporting and user access, would be really beneficial for organisations like ours, where multiple services operate within a shared platform but still require appropriate levels of separation.

2

Thanks for getting in touch Caroline, and we can confirm that Converse CX is a multi-tenant solution. I understand you have Converse CX conversations ongoing with your account team and they will discuss this further with you.

3

Thanks for raising this, it is a really common point of discussion for organisations with multiple service areas.

Converse CX does support a multi-tenant architecture. It operates as a single platform with multiple customer tenants, where data is segregated at the tenant level to ensure appropriate separation between organisations.

From what you’ve described, it sounds like the challenge is less about multi-tenancy itself and more about how separation is configured within a single tenant. In scenarios like a County Council with multiple contact centres, the recommended approach is typically to use separate Contact Centre Groups (or equivalent organisational structures) to:

  • Segregate reporting data by service area

  • Control visibility of interactions and dashboards

  • Manage user access and permissions more granularly

When set up in this way, each service area can operate with a good degree of autonomy while still benefiting from being part of a shared platform.

3 Likes