FirstSource

The Challenge – Firstsource uses a range of third-party contact centre solutions to deliver a high standard service to its customer management clients. Furthermore they often customise these solutions to provide a highly tailored solution to each particular client. One of these third-party solutions created…

Utilita

The Challenge – Utilita were using an on-premises dialler solution for several years. This initially worked well for them, however over time they faced numerous challenges with their existing solution, which included: Lack of bug fixes. No recent new features. Hardware capacity with limited scalability….

Zinc Group

The Challenge – Zinc Group are a Debt Collection Company specialising in Blue Chip Companies’ collections and were using Elsbeth, on premises, for their predictive dialler platform. Unfortunately, Zinc Group faced numerous challenges with Elsbeth as a provider. These included; Support below Zinc Group’s expected…

CC33

The Challenge – CC33’s incumbent contact centre solution was an on premise solution, the parent company had been acquired by a larger organisation and development investment became minimal with no new features being added. CC33 recognised that they needed to go to market to move…

Perfect Home

The Challenge – Perfect Home were using an on-premise, NEC phone system and call recorder to manage customer interactions. This initially worked well for them, as stores and the contact centre could easily handle all customer enquiries. but a growing customer base meant that Perfect…

Direct Affinity Europe

The Challenge – The business owners have historically used a number of dialler platforms and until recently had been using an on-premise hardware based dialler. This had worked well for many years but was becoming increasingly inflexible. Direct Affinity Europe were faced with numerous challenges…

Honey Group

  The Challenge – The Honey Group are a family of legal experts dedicated to helping their customers protect their wealth in their lifetime and beyond. They had previously utilised a provider that was becoming no longer fit for purpose due to a variety of…

Unitel

The Challenge – Unitel had been using Easy Contact Now for their predictive dialler platform but had started exploring the market as they were experiencing several issues with their existing provider. One of the main reasons they were held back was simply that they didn’t…

Ready Steady Store

  The Challenge – The main reasons that Ready Steady Store were looking at moving away from their current provider revolved around looking at ways to improve productivity, quality, accountability and generate more revenue as the current system wasn’t fit for purpose. “The main difference…

GFM

The Challenge – GFM have used 3 other contact centre platforms in the past, all of which had over promised and under delivered, they were due to on-board a new large campaign that came with specific requirements and penalties relating to SLA’s so it was…

Tucoe

The Challenge – TUCOE previously had a number of agents manually dialling to generate leads and whilst this was generating good results for the business, the management team knew that productivity could have been better as much of the agents day was spent dealing with…

Open Utilities

The Challenge – Open Utilities had recently moved to larger premises and increased their head count. This was providing them with challenges managing staff and their productivity. Open Utilities were manual dialling and storing information on a variety of google sheets and although this had…

Free Green Energy

The Challenge Free Green Energy had previously tried all the usual Vicidial opensource diallers including Connex, Hostcomm & Air21 and had experienced the usual issues. It was the same old story as Free Green Energy were faced with numerous challenges with their existing provider which…

Chameleon

The Challenge – Chameleon had been using their previous supplier for a number of years. Although generally happy with the system there was a huge pain point when it came to billing. The previous supplier’s billing system and pricing model was too complicated to suit…

Adzooma

Background – Adzooma had previously been manual dialling from their CRM system with an infinite number of leads. They found they were never getting through all the leads and repeat attempts to those leads were missed, meaning they were missing out on a large amount…

Ago Outsourcing

The Challenge – AGO Outsourcing have been using technology since their inception and initially chose to use the Easy Contact Now solution to handle their inbound and outbound calls. At first the solution got the business up and running however, after a few months it…

PFP Energy

The Challenge – PFP Energy had been manual dialing and although they were happy with their processes they decided to explore the dialler provider market to find out more about how a cloud contact centre solution like MaxContact could bring improvements mainly to the debt…

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