Explore fresh, expert perspectives on customer engagement and innovation

Manchester, UK – 04/03/2024 – MaxContact, a leading contact centre software provider, announced its plans to achieve double-digit growth by launching an indirect partner model. Aimed at supporting telecoms resellers, the model will allow partners to bridge their technology-capability gap by tapping into the rapidly growing contact centre market with a flexible, feature-rich, and competitively priced solution.

Ben Booth, CEO at MaxContact, and channel partner expert says, “We’re excited to officially unveil our partner model at MaxContact. With a proven track record of tackling complex requirements and a platform continuously evolving to meet industry demands, MaxContact is the ideal partner for resellers seeking to capture a significant share of the CCaaS market. Our commitment to delivering a high-value product with an exciting AI-led roadmap, exceptional customer service, and dedicated support will ensure our partners’ success.”

The global CCaaS market is poised for exponential growth, with a projected market worth of $19.8 billion by 2031. This surge is driven by two key trends: the rising demand for seamless omnichannel customer support and the increasing number of businesses outsourcing contact centre operations to optimise costs. As a result, this multi-billion dollar market presents a wealth of opportunities for technology resellers to capitalise on.

However, many resellers currently face limitations from existing vendor programmes that offer restricted customisation options, high pricing structures, and inadequate support. This hinders the ability to fully take advantage of the potential in the CCaaS market.

MaxContact has stepped up to offer a solution to this problem. MaxContact’s founders worked together for over ten years at a contact centre solution reseller. They saw organisations become increasingly frustrated with providers that over-promised and under-delivered on features, support and resilience. Determined to enhance the employee and customer experience, MaxContact was formed, and its own CCaaS product was developed. Eight years later, the business has grown to 70+ staff and has become one of the fastest-growing contact centre vendors in the UK.

MaxContact’s Partner Programme offers:

• Tailored Solutions: Cater to your clients’ unique needs with an adaptable platform and bespoke integration capabilities. No more forcing customers into cookie-cutter solutions.
• Competitive Margins: Enjoy attractive margins and flexible pricing models to win more deals and boost profitability.
• Unrivalled Support: Leverage a dedicated UK-based support team for presales, implementation, and ongoing technical support. MaxContact is there to help you close deals and deliver success.
• Direct Access to Leadership: Get strategic guidance and support directly from our senior team. Shape the future of the MaxContact product; we value your partnership and input.
• Proven Track Record: Trust in our 20+ years of industry experience and commitment to innovation. We’re here for the long haul.

Ben Booth, CEO at MaxContact says, “We understand the challenges resellers face in a crowded CCaaS market. That’s why we’ve built our program with them in mind. We offer the flexibility, pricing, and support they need to differentiate themselves, win more deals, and grow their business.”

Join the MaxContact Partner Program today! Visit MaxContact’s Partner Page to learn more.

About MaxContact:

MaxContact is the best cloud contact centre platform for delivering conversation outcomes and customer insights to generate more revenue – compliantly. Our cloud-based contact centre platform allows you to have more productive conversations and automatically connects the right people for better call outcomes.  MaxContact has unrivalled outbound dialling capabilities as well as inbound and omnichannel functionality, plus advanced reporting.

Media Contacts:

Pip Hough, Marketing Manager – pip.hough@maxcontact.com / pr@maxcontact.com

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Manchester, UK – 18th January 2023 – MaxContact, a leading UK-based customer engagement software provider, announced its support of the UKNCCA 2024, an award programme recognising contact centre talent in the UK. Organisers, the CCMA (Call Centre Management Association), have added several new categories to the awards, including Sales Team Manager of the Year, Most Effective Way of Working and Best Apprenticeship. This year’s programme also welcomes nominations for Best Approach to Supporting Vulnerable Customers to recognise organisations that demonstrably support customers with additional needs or vulnerabilities.

The UK National Contact Centre Awards is the largest awards programme that recognises contact centre talent in the UK, with CCMA members being able to enter for free. The online process is simple, and there is plenty of support from the awards team. The deadline to enter is Friday, 23 February 2024.

“These prestigious awards recognise the best talent in our industry and the organisations that are succeeding with their colleague-focused approaches,” says Leigh Hopwood, CEO at the CCMA. “The judges are looking for role models, those that are inspiring others and are driving forward our industry. For 29 years, we’ve seen winners enjoy the recognition that these fantastic awards bring.”

“Our Head Judges have been an incredible support as we refresh the categories to reflect what is happening in our industry. They will continue to oversee the process. With a clear judging criteria in place for nominations to work towards and for judges to assess against, not only are these awards credible and uphold the greatest integrity, but they are designed to support individuals and teams.”

“We are all excited about this year’s programme,” says Pam Kallay, Vice President of Global Customer Care at Mastercard, and one of the head judges of these awards. “As senior leaders from across the industry with years’ of experience leading contact centre operations, our volunteer judges are giving something back to help continue to raise the standards of our brilliant industry. It is also a great development opportunity, and so I would encourage all contact centre operations to nominate their top performers to provide them with this wonderful opportunity.”

“MaxContact is proud to support the UKNCCA 2024, shining a spotlight on exceptional talent in the contact centre industry. It’s a fantastic opportunity to showcase the best, and we’re thrilled to be part of it.” – Ben Booth, CEO, MaxContact.

Jackie Pringle, Director of Awards at the CCMA, added, “Entering the UK National Contact Centre Awards is easy! And there are so many benefits to taking part. From being told you’re nominated, through to the reflection needed to put together the nomination form, to the learning and development opportunity when meeting the judges and, of course, being part of the Awards Night. I’d encourage all contact centre organisations to consider entering this year and experience this wonderful journey.”

To take part, visit www.ukncca.com. The winners will be announced at the UKNCCA Awards Night on Monday, 17 June 2024.

About MaxContact

MaxContact is a customer engagement technology company with a difference. It was founded in 2015 by a group of contact centre professionals who had become frustrated with providers that over promised and under delivered on features, support and resilience. It’s now one of the fastest growing contact centre software specialists in the UK. MaxContact has been ranked one of the top 50 fastest growing technology companies in the North by the Northern Tech Awards consecutively from 2021-2023 and in 2022 received the IT Vendor of the Year Award from BCS, The Chartered Institute for IT, and Computing Magazine.

About the UKNCCA

Organised by the CCMA (Call Centre Management Association), the UK National Contact Centre Awards (UKNCCA) are in their 29th year. They are the most respected awards programme in the UK contact centre industry. All UKNCCA judges are senior leaders from across the industry with years of experience leading contact centre operations, who aim to guide organisation’s development through their insight, questions and feedback.

About the CCMA

The CCMA (Call Centre Management Association) is the longest established association representing the contact centre industry in the UK. The membership organisation supports contact centre leaders by providing opportunities to network and share knowledge. It aims to advise members, keep contact centre leaders in touch with trends and developments in their industry, and provide credible benchmarking information.

Contact details: 

For further information or media enquiries, please reach out to the MaxContact team at pr@maxcontact.com.

To find out more about the UKNCCA and how to get involved, please reach out to Jade Basford at jade@ccma.org.uk.

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Instant Gratification in the Digital Age

The Amazon effect has created a culture of instant gratification. Consumers expect quick responses and resolutions to their queries, and businesses that meet these expectations gain a competitive edge. A study by HubSpot revealed that 90% of customers rate an “immediate” response as essential when they have a customer service question. Instant responses have become the norm, with customers seeking solutions in real-time.

Building Trust Through Speedy Responses

In customer service, trust is the currency that fosters loyalty. When a customer receives an immediate response, it sends a powerful message — the business values their time and concerns. This trust forms the foundation of a long-lasting customer relationship. Salesforce reports that 75% of customers expect companies to provide a consistent experience wherever they engage, whether through social media, in-person, or online. Consistency, coupled with speed, builds a sense of reliability that customers appreciate.

Correct Answers: A Non-Negotiable for Customer Satisfaction

While speed is vital, correctness is crucial. Providing accurate and reliable information ensures that customers get their answers promptly and receive solutions that genuinely address their needs. A correct answer the first time around eliminates frustration, reduces the need for follow-up inquiries, and enhances overall customer satisfaction. However, with increasingly complicated tech stacks and processes in place, the ability for customer service teams to get access to the right answer quickly can be troublesome.

Preventing Escalations and Retaining Customers

Instant and correct answers play a pivotal role in preventing issues from escalating. By resolving problems swiftly and accurately, businesses can nip potential conflicts in the bud. According to a survey by Qualtrics and ServiceNow, 80% of customers said they have switched brands because of poor customer experience. By delivering what customers need when they need it, businesses can reduce the likelihood of customer churn and foster a positive reputation.

Technology as an Enabler

The rise of advanced technologies has empowered customer service teams to meet the demands of instant and correct responses. Artificial Intelligence (AI) and chatbots, for instance, can provide instant answers to common queries, freeing human agents to handle more complex issues. However, it’s crucial to strike a balance — while technology can enhance efficiency, the human touch remains irreplaceable in certain situations, especially when dealing with nuanced queries or emotional concerns.

A Customer-Centric Approach for Business Success

In the ever-evolving business landscape, customer service teams are brand ambassadors, directly influencing a company’s reputation and success. Combining instant and correct answers is a potent formula for building trust, retaining customers, and ultimately driving business growth. As businesses continue to navigate the age of AI, prioritising the speed and accuracy of customer service responses will undoubtedly be key to their success.

MaxContact strengthens CCaaS solution by partnering with Engage Hub’s AI-powered solution.

Manchester, UK, 6th Dec 2023 – Engage Hub, the data-driven journey orchestration company, today announced a partnership with UK-based Contact Centre Software provider (CCaaS), MaxContact to help organisations maximise cost savings, service levels and efficiency in contact centres.

The partnership involves collaboration on contact centre solutions, including using Engage Hub’s contact centre optimisation suite to provide self-serve capabilities for customers, through automation, while offering a personalised journey based upon a contacts needs.  Powered by the MaxContact Inbound Customer Engagement software to support excellence in the journey, the partnership provides measurable improvements in first-line support, agent engagement and customer satisfaction.

Simon Brennan, VP Sales Europe at Engage Hub, said: “By combining the capabilities of two market-leading specialists, we’re creating a unique offering that provides organisations with enhancements across all areas of contact centre operations. This partnership with MaxContact is the latest Engage Hub venture aimed at offering the easiest integrations, the most comprehensive service and the best results.”

Ben Booth, CEO at MaxContact, added: “We’re excited to team up with Engage Hub to further strengthen our Omnichannel contact centre CCaaS solution. Their automation, AI and machine learning advances will help MaxContact users reduce interaction handling costs and boost efficiencies, all while delivering a higher-quality and more seamless service across digital channels.”

Through the partnership, MaxContact customers will have access to Engage Hub’s contact centre optimisation solution suite, which allows users to automate processes, boost self-service levels and improve call deflection rates based on their KPIs.

About Engage Hub

Get in touch to learn more about Engage Hub’s contact centre services.

About MaxContact

MaxContact is a cloud-based contact centre software platform with a difference. Founded by a group of contact centre professionals who had become frustrated with providers that over promised and under delivered on features, support and resilience, it’s now one of the fastest growing contact centre specialists in the UK, with a 97% CSAT rating. MaxContact was featured in CX Today’s Top CCaaS Vendors for 2023, Call Centre Helper’s Top CCaaS Vendors for 2023/4 and received the IT Vendor of the Year Award from BCS, The Chartered Institute for IT and Computing Magazine in 2022.

Contact details: 

For further information or media enquiries, please reach out to the MaxContact team at pr@maxcontact.com.

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This has been a year of challenge and change for the contact centre industry. On one hand, the hype around ChatGPT brought AI into the mainstream, even if AI-powered chatbots and speech analytics have been part of advanced contact centre solutions for a number of years. With growing customer and agent acceptance, the continuing development of these technologies will bring new opportunities for efficiency and service enhancement to the sector.

On the other, 2023 was in many respects a difficult year, thanks to a tough macroeconomic climate, new regulatory requirements and growing customer expectations. These factors piled more pressure onto already stretched contact centre teams.

It all added up to a need for agility and adaptation in the face of evolving demands. MaxContact was happy to be able to help our clients meet that need; we were recently named one of the top CCaaS vendors of the year. We’ll carry on the good work in 2024.

But more widely, what will the new year bring? Let’s gaze into the MaxContact crystal ball…

AI will evolve and spread

Investment bank Goldman Sachs predicts that 2024 will be the year generative AI moves from the “excitement phase” to the “deployment phase”.

In other words, expect to see the continued development of AI in 2024 across sectors and industries. Contact centres will be no exception. For example, AI-driven chatbots are likely to improve further, handling more complex queries and providing more human-like responses through breakthroughs in natural language processing (NPL).

AI tools will spread to more areas of contact centre operations. AI-powered workforce management algorithms will help companies maximise agent time while reducing costs. Predictive analytics will be used to accurately gauge contact volume and improve customer experience.

But it may also be the year when contact centres strike a better balance between human and AI-driven customer interactions. The human touch will always be needed. AI will be deployed in ways that give human specialists the time they need to focus on more complex, sensitive or emotionally intense calls and conversations. The development of AI will drive progress in the refinement of the agent role.

Finally, AI will be deployed to analyse conversations and provide feedback for training and quality assurance purposes. Speech and conversational analytics will measure the quality of customer interactions and highlight areas of potential improvement.

Security and compliance will be front and centre

Contact centres often handle sensitive data and face strict rules around the quantity and quality of customer interactions. Security and compliance are a continual challenge.

But a couple of specific developments mean they will become even more of a priority in 2024. The first part of the new Consumer Duty legislation came into force in 2023, with the second part scheduled for July 2024.

Consumer Duty rules require companies in the financial services sector to communicate with consumers in a way that promotes fair treatment, positive customer outcomes and increased transparency. As the most customer-facing department of all, contact centres in the sector have a duty to fully understand and apply the new legislation.

On the upside, emerging AI will play an increasingly key role in the compliance space, helping contact centres identify vulnerable customers and those who may be more likely to fall into payment arrears.

And AI itself may become subject to regulation. There are already concerns about AI’s use of corporate and individual data, and some experts predict the introduction of an “opt-in” model, where customers are asked for their permission before personal information can be used for AI analytics.

Contact centres will refine hybrid working models

The trend towards flexible and remote working that was accelerated by the pandemic is not going away. A recent poll by the Call Centre Management Association (CCMA) found that the vast majority of contact centre leaders (98%) expected hybrid, flexible and remote working patterns to be standard practice in 2024 and beyond.

The industry will continue to adapt to this reality over the next 12 months, optimising hybrid arrangements to ensure a seamless blend of remote and in-office operations. Careful workforce management will be required, alongside cloud-based “work anywhere” technology solutions. Agents working in a hybrid model need digital tools that are there when they need them, whether that’s in the office or at home.

Training and coaching are also elements that can’t be overlooked. Out of sight must not mean out of mind when it comes to continual improvement. Agents that work remotely need the same access to training and feedback loops as in-office counterparts. Analytics can provide detailed information on agent performance, so that tweaks to the model can be made if any drop-off occurs.

Of course, there are other challenges with implementing hybrid working models, including the need to establish strong security policies and promote collaboration among dispersed teams. But the benefits – employee satisfaction, cost savings and access to a wider talent pool – are compelling.

Overall, we think 2024 will be the year when contact centres further embrace and refine hybrid working models, for the benefit of both agents and customers.

A new focus on sustainability and corporate social responsibility (CSR)

Environmental, Social and Governance (ESG) initiatives are now common in businesses of all kinds, as organisations transition to more sustainable and inclusive practices. Contact centres are not immune from these trends; in fact, implementing green practices in contact centres can go a long way to helping companies meet overall sustainability targets.

There are very good reasons why they should. A growing body of evidence shows that both consumers and employees want to be associated with sustainable organisations. Going green isn’t just good for the planet, it’s also good for business.

So what can contact centres do? The most impactful move is likely to be the introduction of remote or hybrid working, as discussed above. Implementing hybrid working models cuts commuting, and with it carbon footprint. One recent study found that “remote workers could have a 54% lower carbon footprint compared to onsite workers.”

Choosing energy efficient technology, implementing paper-free policies and introducing recycling programmes can also help. Energy-saving lighting and heating regimes can have a significant impact on office greenhouse gas emissions.

But ESG and CSR are about more than the environment. Staff and customers (not to mention regulators) increasingly demand inclusive recruitment strategies that don’t discriminate on the grounds of race, gender, religion or sexual orientation. In addition, charity events and volunteering days show a human side to organisations and tend to be well received.

We can say with certainty that ESG and CSR trends are only heading in one direction. In 2024, pressure is only likely to grow on contact centres to prove that sustainability, responsibility and inclusivity are at the core of their vision.

Reducing costs while improving performance and customer experience

In 2024, contact centre leaders will be expected to improve performance while taking an even tighter grip on costs. This is inevitable if – as seems likely – inflation and interest rates remain high and the economy makes only a stuttering recovery from the doldrums of the post-pandemic downturn.

This isn’t just our opinion. In our own recent research – you can find it here – more contact centre respondents chose “implementing cost-saving measures while maintaining service quality” than any other priority for 2024.

How can this squaring of the circle be achieved? Certainly, implementing better technology is a large part of the answer. The latest digital tools can help contact centre leaders streamline processes and more efficiently manage resources, while also giving agents the time and information they need to create better customer interactions.

Agent expertise is crucial here. Well-trained, confident agents resolve issues more quickly, make and take more calls and provide a more complete customer service, reducing costs while elevating performance. When they’re backed by intuitive IVR systems, integrated CRM solutions and automatic payments, the cost and productivity benefits quickly mount up.

Conclusion: Charting a course for 2024

The next 12 months will certainly be challenging for the contact centres, as the last 12 months have been. In a difficult macroeconomic environment, they will be expected to improve customer experiences, meet sustainability goals, refine working practices and implement game-changing technology, and all while keeping costs firmly under control.

But none of this is impossible. The industry proved during the pandemic that it is adaptable, resilient and creative. In the next 12 months, agility, flexibility and an openness to innovation will be the core attributes of thriving contact centre businesses.

We are entering a new era. Customer and employee expectations have never been higher. At the same time, the effective use of AI and analytics has the potential to revolutionise operations. Against that backdrop, leaders who fail to move with the times risk being left behind, while those who innovate and adapt will be the ones who forge ahead.

Why MaxContact?

In 2024 MaxContact can help you transform your customer and employee experience while creating a more effective and efficient contact centre. MaxContact’s contact centre software offers an unrivalled omnichannel contact experience, as well as easy access to the latest AI tools. And because it’s completely cloud-based, equipping a remote or hybrid workforce with the secure solutions they need has never been easier. Contact us to find out more.

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In a poll of IT leaders carried out for MaxContact in August 2023, 99% of respondents said they were planning to invest in digital transformation over the next 12 months.

So it’s clear this is an area of focus, but what are their priorities, and – in a challenging economy – what will they spend limited IT budgets on? In addition, what barriers do they face as they look to drive digital transformation plans forward?

Our research revealed lots of interesting insight for IT leaders, and you can read the full report here.

In the rest of this article, we’ll summarise the key findings.

Chasing operational efficiency

Nearly half of our respondents (48.98%) said they plan to invest in business operations software over the next 12 months. That ties in with a general push towards operational efficiency as economic uncertainty persists. Organisations have subtly shifted their priorities away from more general innovation and towards a more targeted goal of streamlining operations, to reduce cost.

At 42.86%, customer support technologies were the next most popular choice, followed by digital marketing and sales tools. IT leaders understand that operational efficiency is the result of several connected factors, and streamlined customer support and sales are essential to an organisation’s smooth operation.

The path to digital transformation

What of digital transformation? Digital transformation is the integration of digital technology into every area of a business. The good news from our survey is that 50% of respondents said their organisations have largely transitioned to digital ways of working. A further 35% say they have a ‘digital-first’ philosophy.

That’s positive because it suggests that, in most cases, wider digital transformation efforts haven’t been entirely sacrificed to reduce costs. It’s up to IT leaders to convince CEOs and MDs that digital transformation, done properly, is one of the surest paths to cost efficiency. Digital-first businesses tend to be more agile, scalable and productive than less advanced competitors.

Despite that, our survey revealed that a significant minority of respondents (16%) have some way to go before they reach digital maturity. Some are still in the planning stage, and a few are yet to even consider their wider digital strategy. They may be OK right now, but a head-in-the-sand approach to technology is not sustainable in the long run.

Barriers to new IT adoption

Digital transformation is an ongoing process, not a one-off shift. Digital-first businesses are always looking to the innovation horizon, keeping an eye on any emerging technology that might improve efficiency, enhance customer experience or drive employee satisfaction.

But our respondents are running into obstacles as they look to swap out underperforming software or implement new digital ways of working. Over a quarter (26%) see a barrier in the effort involved in implementation, and a fifth (20%) cited a fear of change and its impact on processes and workflows. A further 19% were concerned about costs.

There are clearly roadblocks on the path to digital transformation, including internal resistance to change, security concerns and poorly planned or communicated implementation. IT leaders need to remove these roadblocks carefully to achieve their goals. Communication is key. Nurture partnerships with internal stakeholders and external providers, measure change and keep the wider business abreast of the positive impact digital transformation is having.

(For more on accelerating your digital transformation, download the report.)

AI can accelerate digital transformation

IT leaders can use the excitement over the recent emergence of generative AI to push the case for digital transformation in their organisations. AI has the potential to be a business game-changer. It makes data useful in ways that have only previously been touched upon. Our research found that IT leaders are already seeing an impact from the deployment of AI-driven tools.

The largest number (32%) are seeing AI drive innovation and digital transformation. That should come as no surprise. AI’s ability to source and analyse mountains of data makes it easier to automate scores of previously manual tasks, creating speed and agility.

A quarter of respondents (25%) are seeing AI’s impact in better customer service and support. Again, that makes perfect sense. To take just one example, AI-driven chatbots can do more of the mundane work of customer service and support, giving human employees the time to focus on more complex or sensitive cases.

AI is also helping IT leaders streamline processes and improve operational efficiency, and only 6% of our respondents said AI had not affected their role at all. Having said that, many IT leaders face challenges around integrating AI into current technology stacks, and are looking to vendors to do the heavy lifting in this respect and incorporate AI tools into the solutions organisations already use.

Challenge and opportunity for IT leaders

All of this adds up to a combination of tricky challenges and enticing opportunities for IT leaders. In our survey, over a quarter (26%) said their biggest challenge was managing a hybrid or remote workforce, which says something about the fundamental change in working models since the pandemic.

The same number – 26% – said controlling and optimising costs was their main concern. The instinct to squeeze more from less is entirely understandable in uncertain economic times. Other challenges were the hardy perennials of an IT leader’s lot: security and data protection (18%) and stakeholder management (17%).

But these priorities also offer opportunities for improvement. Business leaders may be amenable to new technology investment if IT leaders can persuade them that the outcome will be improved efficiency and longer term cost savings.

That appears to be the focus. When we asked respondents what their priorities were in the short and medium term, the number one choice was implementing technology that would improve efficiency. It was followed by improving data security, optimising the IT budget and improving the customer experience.

It’s notable that IT leaders are being proactive, despite economic constraints. They understand that the key to future resilience is an improved technology stack, one that can create streamlined organisations while also improving customer experience. With the AI revolution just beginning, many know that this is not the time to rely on legacy tools and applications. There may be bumps in the road, but the journey to digital transformation is one every organisation can benefit from.

For more insights on digital transformation, operational efficiency and customer experience – and what IT leaders intend to do about them – download our report.  

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