Omni - MaxContact

Omni

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Take an in-depth look into our solutions and the benefits they can provide your business

Complex Problems. One Solution

We have helped 100’s of companies converge millions of interactions into one place. MaxContact makes it easy for customers to connect on their channel of choice, giving you a complete view and history of all clients’ interactions and a single suite for reporting and MI.

 

Increase Customer Satisfaction

Provide the streamlined, unified customer journey across all channels that your customers have grown to expect.
  • Enable customers to choose the channel best fit to resolve their issue
  • Allow customers to freely choose the device they want to use
  • Empower your agents to elevate interactions when appropriate
  • Streamline interaction handling and eliminate the need for follow up

Optimise agent Productivity

Traditionally, agents could only handle one interaction at a time, or only deal with web and chat but not voice.  This was cumbersome and un-productive, now agents can handle a defined number of interactions at any one time in either a push or pull mechanism as well as handling voice with web chat and email in one campaign.

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    If you would like to find out a little bit more about what we do and the impact we have had across numerous industries, why not downlaod our sector related brochures.

      Enable agents to concurrently handle multiple interactions at one time.

      Improve engagement and satisfaction by giving agents more control.

      Empower agents to demonstrate ownership of customer interactions.

      We can reduce your training time with a consistent agent interface.

      Streamline Administration and Reporting

      With a complete converged solution make administration easy, reducing overhead of multiple software accounts for the same user and duplication of admin work.  Quickly and easy provide cross interaction queues and routing based on skills and priorities

      Reporting & Managment Info

      Easily report on all your key metrics across all interaction channels to get a complete view of the business

      Realtime Dashboards

      Create unlimited customisable realtime dashboards with triggered alerts, allowing you to create a interactive wallboard for your contact centre or a detailed management view for key stakeholders down to agent level dashboards.

      Historical Reporting and scheduling

      with our feature rich reporting suite you will be able to dive deep into trend analysis and schedule the reports that matter the most to you so you never miss important information

      The Max Difference

      Built from the ground up by contact center experts with over 20 years of experience between them, we treat our clients differently and work with them to solve problems and provide solutions to their clients’ ever changing demanding needs.

      Continual  Improvement

      We listen to feedback from our clients on what features and functionality they would like to see in the product. Every year we add 100’s of features into the solution to ensure customer satisfaction. This forms part of our continual improvement strategy which protects our clients investment now and in the future, whilst ensuring the solution is one step ahead of the competition.

      100 + Million

      Interactions per month

      18 % Decrease

      Reduced cases

      35 % Increase

      Improved CSAT

      99 .99%

      Uptime

      True Cloud

      Hosted in Microsoft's enterprise grade architecture, whether your goals are security, stability, or scalability, you can be sure we have got you covered.

      Offering you the features that make the difference

      To get fast, accurate and precise feedback from your customers, structured messages are available to tailor the dialogue, allowing business transactions to be completed and recorded in a safe and efficient manner and incorporated right into your Chat experience

      Never miss the opportunity to capture the ‘voice of the customer’ by including a survey at the end of every Web Chat, email or voice conversation, allowing you to easily monitor the quality of service you are providing.

      Quality monitoring is made easy with MaxContact as each conversation is recorded. On Web Chat Customers are also given the option to have the chat conversation transcript emailed to them for future reference

      Quickly monitor all queues real time and move agents between queues as permanent or temporary assignments to give you easy flexibility to handle peaks and troughs

      Repeat interaction routing

      To improve customer engagement, route repeat interactions to the same user who has the case history and improve the customer experience

      Change interaction type

      Quickly change between interaction types, webchat to phone call, empowering users to change to the most suitable interaction for the clients

      Follow up Actions

      Add follow up actions to clients requests such as scheduled call backs or reminders to improve customer experience and ensure promises are kept

      Advanced skill based routing with queue prioritisation

      Ensure your business priorities are met, prioritising routes and getting them through to the most appropriate agent every time

      Case Study

      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. Find out how Max Contact helped them overcome their problems.

      utilita-white

      Resources

      View our selection of White Papers & Downloads

      United Kingdom

      PHONE 0330 159 6570

      ADDRESS City View House, 5 Union Street,
      Manchester, M12 4JD

      EMAIL info@maxcontact.com

      Australia

      PHONE 0753294785

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

      Send Us A Message!

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