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Maxcontact roadmap 2026
Our 2026 roadmap is focused on helping businesses turn everyday conversations into measurable commercial outcomes. That means smarter automation, clearer insight, and technology that supports teams to work faster and more confidently - at any scale.
AUTOMATED QA
AT SCALE
Most QA programmes review a fraction of calls. The rest go unscored, which means compliance risks go unnoticed and coaching opportunities get missed. Automated QA at Scale changes that. It automatically evaluates interactions using structured scorecards, applying consistent scoring logic across every eligible call - with transcript-linked evidence, not generic summaries. Your QA team stops spending time on manual reviews and starts spending it on coaching the conversations that actually need attention.
AGENT WRAP UP SUMMARY
After-call work quietly drains capacity. Every minute agents spend writing up notes is a minute they're not available for the next conversation. Multiplied across a busy business, it adds up fast. Agent Wrap-Up Summary generates structured, agent-style notes at the point of wrap - drawn from the real-time transcript and interaction context. Agents review, edit, and approve before saving, so they stay in control of the record. The result: faster wrap times, more consistent documentation, and better data flowing into your CRM and analytics.
MORE COMING THIS YEAR
From smarter digital automation to a redesigned dashboard environment, here's what else is on the way in 2026 and early 2027.
DELIVERED ALREADY IN 2026
AI Chatbot
AI Chatbot handles high-volume, routine enquiries via Webchat automatically, so your agents focus on conversations that need a human touch. Configurable intents, clear escalation rules, and full context handover when a query falls outside scope.
AI Call Scoring
AI Call Scoring brings structured, consistent quality assessment to your interactions - built directly within Conversation Analytics. Teams define scorecards aligned to their coaching framework; AI answers each question using transcript evidence, not generic summaries.
Contextual Handover
When an AI Agent escalates to a human, the agent receives the full interaction context - transcript, detected intent, sentiment score, summary, and any captured structured data - within their existing interface. No blind transfers. No customers repeating themselves.
want to know more?
If any of these features are relevant to what you're working on, or if you'd like to understand the wider roadmap in detail, we'd love to talk.
