Making MaxContact

Skill-based routing will match agents with customers based on their tagged ‘skills’.

This advanced routing matches each outbound call to the most qualified agent, increasing the chances of success and allowing agents to leverage their expertise.

Doing so, improves efficiencies, increases success rates and provides a better customer experience. [Priority]

You’ve told us you need transcriptions for training, quality checking, and legal purposes. 

All calls will be automatically transcribed with the option to download.  [Priority]

We’re segregating some of the core functionality– this infrastructure improvement will separate the systems, meaning better speeds, greater resilience, and the ability to scale. [Priority]

You, our customers, are guiding the redesign of the WebAgent user interface. We’re working with you and listening to your needs to ensure WebAgent is the most intuitive and easy-to-use platform. 

The redesign will not only look better but there will also be more included. The new look will allow us to introduce additional features to better support your agents in their roles. 

We are also using this opportunity to update the system architecture. While you won’t be able to see this, you will notice the difference in performance, allowing us and you to scale seamlessly. [Work in Progress]

The ability to update your IVR routing from anywhere with your phone. We know it’s not always possible to gain quick access to your laptop – with this update, you can call into your IVR system and make the necessary changes. [Priority]

Sometimes you will be handling sensitive calls and want to make sure you’re connecting the call to a specific phone; with this feature, you can request that a secure pin be entered before the call is connected.

To avoid transferring the calls to somebody outside the desired routing, the pin validation adds additional security and protects against human error. [Priority]

Customers would like a way to call into the IVR system to re-record messages quickly. With this update, you can dial into your IVR system, record a message and automatically override one or multiple sound files via your phone without additional actions. [Priority]

This update will run automated tests across the platform code and front-end systems.

More robust testing means a high-quality product with no to minimal downtime. [Priority]

If you already use our SSO service, you can log in to your MaxContact Platform with credentials that match your existing systems. You’ll soon have visibility on all permissions and the ability to make changes to support your agent’s login journey.

When we’ve completed this improvement, you can fully configure the Single Sign-On via your Manager Portal to control the process end-to-end. [Priority]

As we introduce skill-based routing for outbound calls, we want to give you greater visibility of how this new way of dialling is performing.

We’ll look at what the reports should include to improve your business processes and performance.

Based on your feedback we’ll also look to make improvements to how the skill-based routing works. [Discovery]

We asked you what would make the campaign manager even better, and you said to ‘fix’ the navigation so you can always reference the figures you’re looking at. So, this is up next. 

We’ll be improving the page’s overall readability and visual design to make finding and distinguishing between campaigns and lists easier. [Priority]