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MaxContact FAQ's

Yes we host in Microsofts AZURE cloud infrastrucutre and they offer a feature called “Data Sovereignty” this means that once applied even if we tried to moved the data from a region AZURE wouldn’t let us. Gviing you complete confidence and piece of mind.

Azure acts as enterprise grade infrastructure on which we build our platform. 95% of Fortune 500 companies trust their business in AZURE. Bringing enterprise architecture to your business, with a global presence and the most comprehensive compliance offerings and over $1 billion investment every year. You and your business know your data and investment is protected.

https://azure.microsoft.com/en-gb/overview/what-is-azure/

The simple answer here is yes, we are a market leading product in this field and actively build features to make your life easier to remain compliant. Please also see our FAQ on Ofcom regulations

Yes, we have a basic report building tool, but more commonly we can give access to a replica database so you have access to the same data we have, something not commonly seen in cloud solutions. Other options are available such as Odata, which is used for applications such as PowerBI.

We love doing integration, oaky we don’t love it, but over 80% of our installs have some form of integration and we find solutions to complex problems. We have already integrated with most applications and do custom integration regularly for clients, so whatever your need we are confident we can help.

We like to keep our licensing simple, no complex modules, or what looks to be a low base price but by the time you add basic features like logging in, stats, all recording the price is through the roof. We simply price on concurrent agents used and the cost of minutes. Simple.

The minimum is six, but ideally as with most systems 10 is required to see the true benefits. Predictive diallers generally work better as number tend to increase as efficiencies become more apparent.

we are based in sunny Manchester, UK. The development team and support are all based out of the same office, though we have branch offices around the world.

Yes we do, we wrote every line of code in the product, this gives us a number of distinct advantages around what we develop when and how fast. If we say we are going to add a feature, we will definitely add that feature.

yes we do, we are happy to let you try the system because we are that confident you will love it.

General Questions

Dialling Modes

First things first, they are the same, its UK vs USA terminology which then got blended together where even I can’t remember which originated where. They usually relate to an automated outbound dialling that is locked to a 1:1 line ratio. This mean for every agent logged in the outbound platform the system will allocate 1 line for every user in “ready”. Its commonly used for B2B campaigns to improve performance over preview, but where predictive is not required.

Predictive is a common phrase used and it is a little miss-interpreted, 90% of “predictive diallers” on the market are not predictive, they wait for an agent to become ready and then start dialling, normally on a line ration so 2 lines to every one agent. There is nothing clever about it and this is why dropped calls become such a big problem especially in a blended environment (see below). Our Predictive algorithm factors in many criteria, some of which are connect rates, average ready times, average handle times to name a few and we actually do dial predictively maximising dialling while reducing drop rates.

Blended relates to taking both inbound and outbound calls together with the same set of agents, this can be done with any of the outbound dialling types. Any system should be able to handle this as a core feature but some still can’t. The main issue with blended in a predictive environment is a lot of systems algorithms can’t factor in the inbound calls, this inefficiency causes a lot of dropped. If this is the case you will have been recommend to split the teams into inbound and outbound separately which will severely hinder productivity

preview dial is one step up from manual dial, it is generally used in B2B and is an automated manual dial call that doesn’t have AMD or CPA detection. The general use is to automate the calling records that get passed through to agents and apply system recall rules, the comprehensive reporting and MI can then be sued. This stops agents cherry picking data and ensures the data is called as per business requirements as opposed to what agents do.

This is a unique feature to MaxContact in order to reduce dropped calls while maintaining productivity, even in a blended environment. I have already mentioned a lot of algorithms aren’t as clever as people think, they are and are quite basic, aren’t predictive and don’t’ factor things in which they should. Because of this we have completely re-written how predictive algorithms work. I can’t tell you our secret sauce but I can say if you split your teams into inbound and outbound because you struggle with dropped calls, then there is a better way and feel free to get in touch (shameless sales pitch there).

what is the difference? are they not the same? not really no, they aren’t if correct terminology is used, but marketing departments stretch the truth and the terms have become merged. Hosted means to take a server and host it, so if you had an on-site solution, you can go and install that in a rack and it is now “hosted”. Cloud or a true cloud solutions should have been built for the cloud and live in a virtual or serverless states, making use of latest technologies and the ability to deploy anywhere in an instant. A lot of people say they are cloud when they are really hosted, but it is hard for you to know for the record we are true cloud 🙂

Why would you move your solution to the cloud, my questions is why wouldn’t you. In the age of compliance security and especially scope, why not move the scope of the solution, security requirements and risk onto the vendor in an area they specialise in and probably have dedicated teams managing. I am not just saying this because this is what we do, we have nothing on site these days, everything is with 3rd party SaaS suppliers or hosted in AZURE.

• Resilience and Uptime
• Geo Redundant failover
• Global Presence (if in AWS or AZURE)
• Physical access controls significantly better than anyone else can provide
• High Availability
• Team of experts dedicated to monitoring the eco system
• Business continuity and Disaster recovery
• Single point of contact for issues such as telco vs system finger pointing
• Staffing and skill the SaaS will have dedicated teams such as
o DevOps – process automation
o DBA
o SIP and telephony
• Upgrade and patch management
• Security access control
• Vulnerability scans
• Penetration testing
• Compliance ISO 27001, GDPR, PCI-DSS scope reduction
• And so on

So though the price of on-site vs cloud might look higher over say 3-5 years, the TCO when factoring in compliance, security and skilled labour is completely different and far more cost effective to use SaaS, UCaaS, CaaS or whatever marketing are calling it these days.

Scalability multitenancy and segregation

this is taking one solution and splitting it up into smaller section so the data is segregated. An example of this would be creating two tenants, one per site so site A can’t see site B and vice versa but an Admin will be able too.

this is mainly linked to the hosted vs cloud analogy, if your solution is cloud then scalability shouldn’t be much of an issue, because the solution should be designed to scale. If the solution is hosted then the supplier would need to be aware as more hardware and configuration may be required in order to meet your needs.

this is similar to multi tenancy but where it is completely separate systems. We quite often get clients in say financial services where it is a requirement they have their own system and it is not shared in anyway with anyone else’s, this is complete segregation. Though form our point of view a BPO is one client for us, they might need 5 separate systems because there clients require it.

United Kingdom

PHONE 0330 159 6570

ADDRESS Piccadilly House, 49 Piccadilly,
Manchester, M1 2AP

EMAIL info@maxcontact.com

Australia

PHONE 0753294785

ADDRESS P.O. Box 627, Mooloolaba, Queensland 4557

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