AI Contact Centres Are Here: MaxContact’s Roadmap to 2026
The contact centre industry is changing fast. AI has moved past the hype and into real business value. Our latest roadmap webinar revealed how MaxContact is leading this transformation.
The shift from cost centre to strategic asset
Contact centres are no longer just cost centres. They’re becoming strategic assets that drive customer strategy and business growth. This shift happens when you blend smart technology with human expertise, creating meaningful customer experiences that boost efficiency and revenue.
The market trends driving change:
- Domain-specific AI is replacing broad models, delivering measurable ROI through efficiency gains and task automation
- Agent roles are evolving from problem-solvers to trusted advisors with richer insights and tools
- Hybrid working brings new demands for engagement and onboarding
- Rising costs mean organisations need to achieve more with tighter resources
Recent wins: what we’ve delivered
Over the past 12 months, MaxContact has delivered significant improvements across three key areas:
Agent performance enhancements
Contact Hub represents our biggest agent-focused development – a completely new piece of software designed with user experience at its core. We’ve also introduced soft phone troubleshooting tools that improve uptime and reduce manual troubleshooting, particularly valuable in hybrid and remote environments.
Secure payments integration within Contact Hub now allows teams to take payments directly in MaxContact, with full regulatory compliance ensuring card numbers aren’t captured on audio recordings.
Campaign performance improvements
Blind transfers and outbound skills-based routing are delivering phenomenal results for clients. Time zone compliance ensures you’re calling the right person at the right time, maintaining regulatory standards while maximising contact rates.
Technology infrastructure
We’ve strengthened the fundamentals of hosting and delivering our product set, allowing you to focus on business challenges while we manage the technology infrastructure.
CRM integrations unlock new possibilities
Through our app store approach to integrations you can create off-the-shelf connections with existing applications, ensuring data alignment and that crucial single view of the customer.
Speech analytics: major advances
Our speech analytics solution has transformed significantly. New capabilities include saved views and folders that let you focus on what matters – whether that’s tracking missing DPAs, surfacing buying signals, or monitoring competitor mentions.
The new home page and dashboard display all your defined metrics daily, showing trends and shifts in real-time. Our Overview tab helps you determine at a glance where to focus attention, whether on best practice calls, negative interactions, or calls with multiple objections.
Game-changing acquisition: Curious Thing
In May 2025, MaxContact acquired Curious Thing, leapfrogging our AI development by at least two years. This wasn’t about reinventing the wheel – it was about acquiring proven technology that aligned perfectly with our roadmap and customer needs.
Curious Thing brought a fully-developed AI voice agent platform with customers already seeing excellent results. This acquisition gives you access to mature AI technology rather than experimental solutions.
Our AI-enabled contact centre vision
MaxContact’s vision centres on improving lives through customer engagement platforms. Our product mission: empower revenue-focused teams worldwide by leveraging AI-driven insights and automation to revolutionise customer engagement and boost performance.
The outcome is a fully AI-enabled contact centre with tools to promote agent and campaign performance while meeting the challenge of doing more with less. This includes:
- Contact workflows that personalise engagement pathways
- Conversational AI that handles routine interactions
- Real-time assist tools that support agents during calls
- Post-call assistance for rapid wrap-up and follow-through
- Quality and compliance monitoring with automated insights
- Learning and optimisation systems that continuously improve performance
Five strategic journeys shaping our roadmap
MaxContact is pursuing five interconnected development paths:
Product portfolio integration
Building a cohesive product set with common look and feel, turnkey solutions, and integrated access to our complete platform. Future developments include self-service purchasing, training, and certification capabilities.
Omnichannel enhancement
Refining digital solutions across email, SMS, WhatsApp, live chat, and Meta to be competitive, efficient, intuitive, and frustration-free.
AI advancement
Delivering AI-powered solutions that create measurable impact through efficiency gains, deeper insights, and faster goal achievement.
User experience optimisation
Reducing training time, minimising errors, and increasing adoption rates. Better UX translates directly to faster interactions, greater efficiency, and stronger business outcomes.
Workflow automation
Making workflow part of everything we do, ensuring engagement pathways are tailored and personalised to maximise customer experience.
Roadmap highlights: 2025 to 2026
Q3 2025: AI transcript assistant and new manager console
The AI transcript assistant launches in the next few weeks, allowing you to ask questions like “How could my agent have done better?” or “What were the key stumbling blocks?” This provides a stepping stone to automated quality assurance.
A new look manager console delivers cleaner, more intuitive interfaces that help managers complete tasks faster.
Q4 2025: Conversational chatbots and enhanced callbacks
Our conversational AI and automated workflow chatbot extends voice agent capabilities across digital channels including chat, SMS, and email. We’ll work with you to understand objectives, propose appropriate flows with guardrails, and monitor ongoing performance.
Enhanced callback functionality includes campaign-level callbacks tied to specific times, callback APIs for integration with CRMs and other business systems, and stereo call recording that facilitates future roadmap developments.
Q1 2026: Agent assistance tools and workflow triggers
Agent assistance tools boost productivity using workflow capabilities and real-time insights. Workflow triggers activate based on events like contact creation, pre-call timing, call start, and call end.
Examples include sending SMS or email alerts 20 minutes before calls, automatically completing activities and integrating with other business applications, and providing post-call transcript summaries for agent notes.
Omnichannel enhancements will roll out gradually, addressing current limitations like inability to take calls while working on emails.
Q2 2026: Full auto-QA and workflow builder access
A comprehensive automated quality assurance solution will analyse every call in your contact centre, building on the transcript assistant foundation laid in Q3 2025.
Customers will gain direct access to the Workflow Builder, initially with our team’s support, then progressing to self-service for those who want hands-on control.
MaxContact Performance Promise
We’re confident enough in our AI solutions to guarantee results. The MaxContact Performance Promise means we’ll work with you to define achievable outcomes, put them in writing, and if we don’t deliver, you’re not locked in.
This approach focuses on measurable outcomes like increased call containment rates, faster call routing, and improved efficiency metrics. It’s AI you can trust with results you can measure.
The bottom line
AI in contact centres isn’t coming – it’s here. The question isn’t whether to adopt AI, but how to implement it strategically for maximum benefit. MaxContact’s roadmap provides a clear path from current capabilities to a fully AI-enabled contact centre that drives real business value.
Whether you’re looking to reduce operational costs, improve customer experiences, or boost agent performance, our platform evolution over the next 18 months will help you maximise every moment.
