Making MaxContact

Keep conversations flowing, even when the connection drops.

Automatically reconnects softphone sessions for agents, improving uptime and reducing the need for manual troubleshooting in hybrid and remote environments.

Including, enhancements to the audio testing and reconnection tool ensure that MaxContact proactively detects and resolves connectivity issues, helping agents stay live and productive.

Quicker, more consistent replies across digital channels.

Improve agent response times and customer experience with approved, templated replies that save typing and reduce errors.

This is a full migration of canned responses into Contact Hub, making them easier to manage, update and deploy across webchat, SMS, WhatsApp, Facebook, and email.

Navigate and configure your contact centre with greater ease.

A cleaner, more intuitive interface across the Manager Portal makes daily admin faster and reduces user training requirements.

Coming in Q3, a full redesign of all pages across the Manager Portal, excluding scripting and dashboards – these will come later in the year.

Monitor what matters, faster.

A new home dashboard in Spokn AI brings lifetime stats, call insights, and saved views into one place — helping leaders prioritise their focus areas with confidence.

It will include, your saved views, performance highlights, and quick actions — all visible on login for easier insight access.

Get deeper insights with less digging.

Quicker visibility into key performance insights and cross-filtering so you can slice and dice your data faster.

A redesigned Overview tab showing smarter data visualisations and more useful filters.

To support your compliance obligations and futureproof your contact centre, we’ve made behind-the-scenes upgrades that ensure MaxContact remains secure, reliable, and easy to integrate with the tools you rely on.

These updates strengthen the foundations of the platform — giving you confidence that MaxContact is keeping pace with regulatory standards, maintaining compatibility with key systems, and delivering a stable experience for your teams and your customers.

• .NET 8 Upgrade
  We’ve upgraded MaxContact’s core infrastructure to .NET 8 — boosting system stability, security and performance, and ensuring long-term support across all environments.

• E.164 Number Formatting
  Phone numbers across the platform are now standardised to the E.164 international format (e.g. +44…), improving dialling accuracy and supporting global compliance requirements.

• Updated WFM Integration
  Our integration with Puzzle WFM has been updated ensuring scheduling sync continues seamlessly and reducing the risk of manual errors or outdated data.