Our Software

Omni Channel Solution

MaxContact’s Omni Channel solution is an interaction management suite that will enable contact centre agents to productively interact with customers via their preferred interaction channel.

Being a true, converged system, this solution allows agents to see a full history of interactions, regardless of the channel, which boosts efficiencies and productivity within your call centre while also improving customer experience.

IVR Automation

MaxContact can enable your call centre to become 24/7, without the additional cost of extra labour, with self-service Interactive Voice Response (IVR). This allows customers to serve themselves, utilising IVR to perform simple tasks whenever they choose, which has the benefit of increasing customer satisfaction and allowing agents to focus on the more complex calls.

Scripting

MaxContact’s advanced scripting tool makes it easier to guide your agents through calls, gathering the correct information, ensuring five-star customer service and arriving at the best outcome for the client.  

Using validations and branch logic allows you to tailor scripts that truly suit your business ethos, guides agents through objections and ultimately increase successful calls.  

Insightful Business Intelligence & Simple Reporting

Call centres operate at an extremely fast pace. For that reason, it’s important that different levels of the business – from management down to agent – can see real-time data relevant to their role.

As MaxContact’s user-friendly and insightful dashboards allow your team to see real-time information, you can confidently keep focused on the great job you’re doing or easily pivot when needed should issues arise.

And what’s more, MaxContact doesn’t believe in limits! You can make as many dashboards as your business requires.

PCI-DSS Compliant Payment Capturing

MaxContact’s Interactive Voice Response (IVR) system for payments enables you to collect payments 24/7, 365 days a year. Securely hosted in Microsoft Azure, your bespoke Payment IVR will be available to collect payments at a time that works for the customer, without the need for agent interaction, to enable you to get paid quickly and easily.

Speech Analytics

MaxContact’s Speech Analytics will monitor and analyse your interactions to give you a holistic view of each agent’s performance, which can then be measured against targets.  

Positive or negative words and phrases can be highlighted to measure sentiment in the call, which provides an overall view of the interactions and can be displayed in easy–to–digest formats such as on Live Dashboards.