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AI

22 May 2025

MaxContact Strengthens AI Capabilities with Strategic Acquisition of Conversational AI Firm

MaxContact today announced its acquisition of Curious Thing’s technology and assets. The move will significantly enhance MaxContact’s current AI capabilities while maintaining the company’s commitment to balancing technology with meaningful human connections in contact centres. Integrating Curious Thing’s advanced conversational AI platform into MaxContact’s existing suite of solutions will accelerate the company’s product roadmap and...
Voice of the UK Consumer Report Cover

AI

30 Apr 2025

What UK Customers Really Want from Contact Centres in 2025

We’ve recently launched our “Voice of the Consumer” research at MaxContact, and the results offer clear insights into what UK customers actually want when they interact with contact centres in 2025. We surveyed over 1,000 UK consumers in February 2025 who had interacted with contact centres in the last 18 months, and their responses paint...
Graphic image with blog title - How to measure contact centre efficiency

AI

04 Feb 2025

How to measure call centre efficiency

Speed, accuracy, and customer satisfaction are all non-negotiable for contact centres. But with rising customer expectations and the constant pressure to control costs, achieving true efficiency can feel like balancing on a knife’s edge. Call centre efficiency isn’t just about doing more with less – it’s about consistently delivering high-quality service while optimising resources. In...
AI in call centres: Transforming operations and customer experienc graphic

AI

04 Feb 2025

AI in call centres: Transforming operations and customer experience.

The rise of AI is revolutionising industries across the globe. In healthcare, it’s personalising treatment options. In retail, it’s creating tailored offers. In manufacturing, it’s streamlining supply chains. And in call centres, it’s changing the game entirely. Tools like ChatGPT have shown how AI can handle complex queries, learn from interactions, and deliver lightning-fast responses....
man working at a computer in a contact centre

AI

26 Nov 2024

Using AI Speech Analytics for Quality Assurance (QA) in Contact Centres

If you work in a contact centre, you know quality assurance (QA) can often feel like a box-ticking exercise. Yet, QA is the backbone of exceptional customer service, agent development and operational efficiency. The challenge? Many QA processes are time-consuming, resource-intensive and limited in the insights they provide. What if your QA process could do...

AI

16 Apr 2024

Debunking the Top AI Myths in the Contact Centre Industry

As artificial intelligence (AI) disrupts industries at a breakneck pace, the contact centre industry hasn’t been immune to a fog of misconceptions and myths clouding its true capabilities and limitations. We tackled these misconceptions head-on during our webinar titled “Top things you really need to know about AI in the contact centre,” where industry experts...

AI

18 Mar 2024

What is sentiment analysis: How’s it used in call centres?

Imagine if you could hear the emotions behind every customer call? No more guessing if an interaction is positive, negative or neutral. Sentiment analysis allows call centres to understand the feelings behind the voices on the other end of the phone.  What is sentiment analysis? Sentiment analysis, also known as opinion mining, is a natural...
The AI Butterfly Effect; speech analytics is transforming the customer experience

AI

13 Mar 2024

The AI Butterfly Effect: How Speech Analytics is Transforming Customer Experience

We caught up with Ben Booth, CEO of MaxContact, Matthew Yates, VP of Engineering at MaxContact, and James Revell, Director of Whistl Contact Solutions to discuss the transformative impact of artificial intelligence (AI) in the contact centre. In this blog, taken from the rich discussion in a previous webinar, we explore the meteoric impact AI...
MaxContact's Auto Dialler Software being used by a female contact centre employee

AI

03 Jan 2024

The Crucial Role of Instant and Accurate Customer Service

Customer service teams are the unsung heroes of businesses; they have the power to transform ordinary transactions into extraordinary customer experiences. The importance of customer service teams can often be overlooked by businesses but is seen as a necessity by customers who demand instant and correct answers to their questions. How do businesses support their...
Agent toolkit AI in contact centres: optimising employee and customer experience

AI

06 Sep 2023

AI in contact centres: optimising employee and customer experience

Growing demands – and rising costs These are challenging times for contact centres. Studies suggest that customer expectations have hit an all time high, and in one case, that a large majority of customers now consider the experience a company provides to be as important as its products or services. At the same time, pressure...
AI in Call Centres: How Will AI Impact Customer Service?

AI

25 Aug 2023

AI in Call Centres: How Will AI Impact Customer Service?

Unless you’ve just returned from a very long vacation on a very isolated island, you’ll probably know a thing or two about ChatGPT already.  ChatGPT and other generative AI technologies are suddenly everywhere. News of the latest developments have crossed from the technology press to 10 o’clock news. Workers worry that AI may take their...

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