Making MaxContact

We’re laying the foundation for a smarter, more structured self-service experience—so your customers can complete multi-step tasks with clarity, and your teams spend less time handling repetitive queries.

Workflow chatbots guide users through clearly defined processes—whether that’s updating payment details, requesting a callback, or submitting a dispute—without relying on open-ended AI or needing to speak to an agent.

What’s powering it:

• A discovery project focused on building workflow-based chatbots, designed to lead users through multi-step journeys with structured choices and built-in logic.

These bots don’t just answer questions—they help customers get things done. By automating frequent processes and offering clear, step-by-step guidance, workflow chatbots reduce operational overhead, improve consistency, and free your agents to focus on high-value conversations. Ideal for collections, support, and service teams that need reliable outcomes and clear tracking every time.

Understanding what’s happening in your contact centre is only half the battle—knowing why it’s happening, and what to do next, is where the real value lies.

This update means sharper visibility into agent performance, campaign outcomes, and customer behaviour—all through faster, more flexible dashboards. Whether you’re identifying coaching opportunities, tracking objection trends, or proving ROI to stakeholders, these enhancements give your managers the insights they need to act with confidence.

What’s powering it:

• Smarter Filter Enhancements (Iteration 3) – We’re upgraded search filters to allow for more granular detail and complex criteria, enabling deeper insights. Plus, you can save your filters for quick access in the future, saving time and helping you focus on what matters most..
• Customisable Trending Dashboards – Build dashboards that reflect your operational goals—track objections, competitor mentions, QA outcomes and more, your way.
• Spokn AI Performance Optimisations – Faster loading times and smoother navigation across the entire analytics experience.

In fast-moving contact centre environments, delayed insights lead to missed opportunities. These updates empower your team leaders and operations managers to spot patterns early, coach in near real time, and continually refine performance—helping you meet targets and create standout customer experiences without the guesswork.

You need clarity on every conversation and control over how it’s captured. This quarter, we’re enhancing how your teams record, review and manage voice data—so you can stay compliant, coach smarter, and protect customer trust.

With agent and customer audio recorded separately, you can pinpoint long silences, dominant speakers, talk-over moments, and even missed cues—making coaching more targeted and compliance reviews easier.

What’s powering it:

• Stereo Recording with Per Channel Speaker Separation – Records agent and customer audio on separate tracks, making it easier to review calls, pinpoint coaching moments, and surface insights for QA and compliance.

In high-stakes environments like collections and financial services, precision is non-negotiable. These updates give you greater control over how conversations are captured and analysed—minimising risk, supporting regulatory compliance, and empowering your teams to deliver better outcomes, every time.

We’re making everyday agent tools faster, more reliable and more capable. Plus we’re introducing an improved secure card payments experience.

What’s powering it:

• Contact Hub UX Improvements – Small but powerful updates to how agents interact with the platform, improving speed, intuitiveness, and overall usability.
• Defect Reduction & Unit Test Coverage Increase – We’re doubling down on platform stability, eliminating bugs and tightening quality to ensure a more reliable day-to-day experience.
• Agent-Assisted Card Payments (PCI Compliant) – New secure workflows that allow agents to guide customers through payment processes without breaching compliance, reducing drop-off and protecting revenue.

A smoother agent experience that reduces manual effort, speeds up wrap-up, and eliminates common points of failure. Whether it’s fewer clicks in the UI or secure, compliant card payments built into the workflow, these updates are designed to free agents to focus on the customer—not the system.

When a call or interaction hits the queue, every second matters. We’re upgrading the MaxContact Chrome extension to automatically bring the right tab and browser window into focus—so your teams never miss what’s most important.

This means faster response times and greater visibility across your team. If you’re running queues that need rapid handling—like inbound sales, support, or high-priority collections—this ensures agents see the interaction the moment it arrives, even if they’re working in another tab.

What’s powering it:

• Enhanced Chrome extension (MaxContact Force Focus) that automatically pulls MaxContact into focus when a queued call or interaction is received—based on your configured settings.

This upgrade isn’t about adding new features—it’s about keeping a great one running. By making this change now, we’re ensuring your teams continue to benefit from instant focus-shifting, helping them respond quickly and stay productive as Chrome evolves.

This quarter, we’re upgrading the core softphone experience to make it more resilient, more transparent, and faster to recover when the connection drops.

Delivering a more reliable calling experience with clearer notifications, faster reconnection, and fewer interruptions—so agents stay informed, stay connected, and stay productive, even in the face of network issues.

What’s powering it:

• Upgraded softphone failover and reconnection logic
• Improved user notifications around connection status and recovery

No more second-guessing whether a call dropped, or why. These improvements reduce downtime, minimise confusion, and help your teams maintain momentum—leading to better customer experiences, fewer support escalations, and more consistent performance across your operation.

As your contact centre operation grows, the platform behind it needs to stay fast, secure, and scalable—without adding technical complexity.

This means faster load times, improved application stability, stronger data protection, and a smoother experience across every part of the platform. Whether we’re scaling up users, rolling out new functionality, or integrating with external systems, this upgrade ensures the foundation of MaxContact performs at enterprise-grade standards.

What’s powering it:

• Infrastructure upgrades across all core applications

Your operation depends on consistent performance—especially during peak periods or high-volume campaigns. This upgrade boosts backend efficiency and unlocks better developer tooling, meaning faster innovation, fewer bugs, and quicker responses to your feature requests.