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[Watch Now] Shaping the Future of Contact Centres – MaxContact’s 2025 Vision & Roadmap

In this insightful session, Kayleigh Tait (Head of Marketing) and Connor Bowler (Principal Product Manager) unveil MaxContact’s and Spokn AI’s product roadmap for 2025.

Key Takeaways

In our product vision webinar, we unveiled MaxContact’s and Spokn AI’s ambitious roadmap for 2025, focusing on empowering revenue-generating teams through intelligent automation and AI-driven insights. Here’s how we’re reshaping contact centre operations to drive growth and operational excellence.

The Evolution of Contact Centre Technology

The contact centre landscape is rapidly evolving. Our research shows that organisations implementing AI-powered solutions are seeing increases in efficiency. However, the key to success isn’t just implementing AI – it’s about using it strategically to enhance human capabilities rather than replace them.

Key Innovations for 2025

Success Intelligence: Transforming Sales Performance

Our new Success Intelligence feature in Spokn AI uses advanced AI to analyse customer interactions, categorising objections and measuring response effectiveness. This enables sales and collections teams to:

  • Identify trending objections across need, time, trust, and cost categories
  • Measure response effectiveness at agent, team, and campaign levels
  • Create data-driven coaching programmes based on proven successful responses

Integration Marketplace: Seamless System Connectivity

The new MaxContact Integration Marketplace offers pre-built connectors for popular platforms including:

  • CRM systems (Salesforce, HubSpot. AutoConvert)
  • Service desk solutions (Zendesk)
  • Microsoft ecosystem

These connectors significantly reduce implementation time and costs while ensuring smooth data flow across your tech stack.

Advanced Workflow Automation Coming in Q3-Q4 2025, we’re currently in discovery to see how our enhanced workflow automation will:

  • Handle routine enquiries across all channels (voice, email, chat, SMS)
  • Implement AI-powered routing decisions
  • Enable sophisticated self-service options T

Freeing up your agents to focus on complex, high-value interactions that drive revenue.

Spokn AI Analytics: Near real-time Insights. Our speech analytics solution is evolving to provide:

  • Near real-time transcription and analysis
  • Stereo call recording for separate agent/customer analysis
  • Custom analytics dashboards
  • Automated QA scoring and case management

Webinar Transcript

[00:00:10.650] Kayleigh Tait: Hello and afternoon, everybody, and welcome to our webinar today. So our product, webinar, will be about shaping the future of MaxContact we’ll be talking through our product vision and roadmap for 2025.

[00:00:29.468] Kayleigh Tait: Just give people a couple more minutes

[00:00:33.090] Kayleigh Tait: or a minute or so. Just a few housekeeping things before we start as well.

[00:00:40.800] Kayleigh Tait: the usual things apply. The session is being recorded. It will follow up in an email with the full transcript and the slides.

[00:00:49.590] Kayleigh Tait: So if you have to dive off, don’t worry about that. And we have the Q&A panel open throughout the session as well. So we’re here today so that we are live as you. You may see. So please use that Q&A chat and make sure that you’re asking any questions that you have throughout.

[00:01:13.927] Kayleigh Tait: So just give it one more minute.

[00:01:23.870] Kayleigh Tait: Okay, I think we’ll get started so before we get started, I’d like to welcome my colleague Conor to the call as well.

[00:01:32.570] Kayleigh Tait: Hi, Conor, you’re on mute. By the way, if you didn’t realise.

[00:01:37.430] Conor Bowler: Hey folks.

[00:01:38.240] Kayleigh Tait: so yeah, please, we’re here to answer any questions that you might have. If we can’t answer them here and now then, we’ll pick them up afterwards. But thank you very much for taking some of your lunch time out today to listen to us. Talk through our vision for the future. So just a quick intro. So I’m Kayleigh Tait. I’m head of marketing at MaxContact.

[00:02:04.032] Kayleigh Tait: I have over 15 years’ experience in the B2B2C world across various different industries from Telco to obviously CCaaS today to commodity markets as well. So I like to think I’ve got a fair bit of experience in working with sales teams, understanding

[00:02:24.550] Kayleigh Tait: the challenges that both revenue focus teams have when they’re trying to grow their customer base serving and expanding customers as well. So I’m here as your host today, and I’m joined by Conor. So Conor is our principal product manager here at MaxContact.

[00:02:43.362] Kayleigh Tait: He is relatively new, I think. Is it? 3 months, 6 months in? I’ve lost track of time, Conor.

[00:02:50.640] Kayleigh Tait: There we go. So Conor has joined us with a wealth of experience in product leadership across

[00:02:58.190] Kayleigh Tait: a diverse range of sectors as well from technology to finance and contact centre as well. But has had experience launching B2B products,

[00:03:10.730] Kayleigh Tait: launching AI driven solutions, managing global product portfolios for over 40 countries as well. So

[00:03:19.380] Kayleigh Tait: it’s fair to say he’s got a comprehensive understanding of both the contact centres diverse needs. And B2B SaaS as well. So we look forward to hearing from you, Conor, shortly. So just to set the scene, we’re going to kick off with a poll, and my colleague Leah is going to launch it. So it should be popping up on your screen

[00:03:41.240] Kayleigh Tait: any moment. Now there we go. There are 2 questions, what are the key challenges that you’ll face this year?

[00:03:48.680] Kayleigh Tait: These are free type. Don’t worry about the typos. Just go for it. I’m sure we can work it out.

[00:03:54.410] Kayleigh Tait: And what trends do you expect to impact your business in the contact centre this year?

[00:04:00.470] Kayleigh Tait: So we’ll just leave that up on screen for 1 min.

[00:04:06.010] Kayleigh Tait: If you could just post in your answers. There, that would be really helpful.

[00:04:26.910] Kayleigh Tait: lovely. Okay, give it a few more seconds.

[00:04:30.570] Kayleigh Tait: and then we can end the poll.

[00:04:35.450] Kayleigh Tait: Thank you for your answers.

[00:04:42.550] Kayleigh Tait: This roadmap is all about us, obviously sharing with you, our audience. I think we’ve

[00:04:50.030] Kayleigh Tait: I’ve got our clients here today, maybe a few people who have heard of us in the industry. So really, it’s about

[00:04:58.840] Kayleigh Tait: us sharing our thoughts based on customer insight our research that we’ve already done. We have regular round tables, customer webinars like this one. But then events as well. So we really do

[00:05:16.300] Kayleigh Tait: spend a lot of our time understanding what the needs are of one, our customers, but to the market as well. So understanding people’s challenges. And really, what their focus is really helps us shape a product that’s going to meet your needs and really help drive the outcomes that you want as well as organisation. So we really appreciate all the feedback that and the conversations that you have with us as an organisation.

[00:05:42.270] Kayleigh Tait: and we’ll endeavour to continue it

[00:05:47.080] Kayleigh Tait: lovely. I’m just having a pop out at the results.

[00:05:50.665] Kayleigh Tait: A lot of challenges around growth budgets, competition rising costs security,

[00:06:00.270] Kayleigh Tait: utilising AI to its fullest increase in digital demand. So it’s quite a varied array of challenges. But a few common themes around AI and growth. So

[00:06:14.040] Kayleigh Tait: that’s great to hear. Not that they’re challenges, but good that we’re aligned with our thoughts on our roadmap. So

[00:06:23.970] Kayleigh Tait: I’ll move on to just giving you a 5 min overview of what we’re we’ve saw over the last year. We’ve obviously got a number of clients across a range of industries all different sizes, in different geographies as well. So we thought it’d be good to just share a quick overview, and then I’ll hand over to Conor.

[00:06:45.490] Kayleigh Tait: So what did we see in 2024? So obviously 2024 was the year of AI Hype.

[00:06:54.430] Kayleigh Tait: Adoption was strong across the contact centre of AI in some capacity.

[00:06:59.810] Kayleigh Tait: I think, as humans read a study the other day, actually, that we’re getting slightly more efficient with the use of AI both in our personal lives and work lives as well. The average increase in efficiency is about 20 to 30%. With the help of AI. And last year we found.

[00:07:18.844] Kayleigh Tait: A lot of people and organisations were playing and testing with AI understanding. You know, what is this thing? How can we use it? And what is the most applicable use case for me as an organisation right now?

[00:07:33.984] Kayleigh Tait: It, it’s fair to say, with the information that’s out there, there’s

[00:07:39.540] Kayleigh Tait: usually the buyer itself is a tech savvy buyer? I think we know we’ve got more information now our fingertips than we’ve ever had before. So there’s lots of tips and trips.

[00:07:52.000] Kayleigh Tait: tips and tricks around how to use AI, and we saw a lot of suppliers on the market starting to almost have the tick box approach to bringing AI into their platform. What we’re thinking around this year is actually for 2025 is about how you start to prove the value of AI

[00:08:14.600] Kayleigh Tait: so as a supplier or a platform that we’re making sure that users are able to understand what there are. Roi is from using a platform. That is AI driven more and more companies are monetising AI and AI models are getting more expensive to run and train so it’s going to be a continued continuous trend.

[00:08:39.974] Kayleigh Tait: So our focus really is on understanding what today AI is good for. And AI’s role in revenue focused teams. So whether that’s outbound sales or debt collection.

[00:08:51.680] Kayleigh Tait: AI is really great for analysing data, helping automate routine tasks. Right now, it’s maybe not necessarily about reducing headcount, but maybe reducing workload helping teams become more efficient

[00:09:07.280] Kayleigh Tait: and get more successful outcomes from the team that they have today. So that’s really where we’ve been thinking about AI’s role in the contact Centre space. Right now.

[00:09:19.341] Kayleigh Tait: We believe that the agent role as well is

[00:09:23.430] Kayleigh Tait: really starting to develop at pace. So the role of human agents is evolving. We know that the contact centre is a knowledge hub where all your information is at the fingertips of agents. Agents. How they’re able to use that information and perhaps proactively anticipate customer needs is really important.

[00:09:48.240] Kayleigh Tait: And agents will be tackling.

[00:09:50.630] Kayleigh Tait: They might be today, but tackling more and more complex problems AI is there to in some cases handle the simple tasks.

[00:09:58.870] Kayleigh Tait: The automation takes away that routine conversation away from agents. So transitioning from a troubleshooter to a strategic problem. Solver. Doesn’t just happen overnight. It’s obviously you need the technology there to support it. But it’s also about, how do you enable your team to do that as well? How do you grow their skills and capability to do that.

[00:10:22.150] Kayleigh Tait: And then finally, on this

[00:10:25.540] Kayleigh Tait: side of things, is it’s really important that to know that in the Contact Centre space. A lot of organisations are still on the journey. I think you can sit on some of these webinars and hear about these grand plans and these visions of what the industry is. But the reality is today. Some organisations and their contact centres are still fighting against the contact centre being a cost centre label.

[00:10:54.860] Kayleigh Tait: there’s real business value, I’m sure many of you know, on this call in the insights that sit in the contact centre and understanding how we can operationalize them and use them within your organisation is absolutely crucial. We know that especially in the organisations that I’ve worked in any organisation that have had a really good handle on

[00:11:19.550] Kayleigh Tait: both market trends and competitor insight are more profitable, and studies out there show that there’s lots of research out there that really supports the usage of data and insight to become more competitive and grow in the marketplace.

[00:11:36.444] Kayleigh Tait: And it’s a really cost-efficient way of understanding your voice of the customers. Looking across your contact centre. You know you can still go to agent, to agent and

[00:11:50.010] Kayleigh Tait: hear from your teams. But if you want to get that day-to-day view without having that that conversation and start to spot trends and patterns. It’s really a useful way of getting success. How you get to those insights that really help you drive success in the in the contact centre space.

[00:12:10.095] Kayleigh Tait: So I think, as we think about how you can start to share this with your organisation.

[00:12:17.910] Kayleigh Tait: use the information in your contact centre, turn it into actual business insights and make decisions off the back of it.

[00:12:25.339] Kayleigh Tait: It’s important that you have meaningful data. It’s reliable. And it really adds value to your either. You see, new leadership team, your board. This is information that really helps drive strategic change. And I think we’re on the journey. There, we’ve got some really great tools on how businesses can start to pull out these insights as well. But yeah, I think we’re always on a journey, and

[00:12:51.950] Kayleigh Tait: I’ll hand over to Conor now, who will take us through? How we’ve been thinking about it internally, with our product vision as well.

[00:13:01.030] Conor Bowler: Lovely. Thank you.

[00:13:02.600] Conor Bowler: So hey, there! Or gong, hey, fat Choi! If you’re celebrating Chinese New Year this week, the year of the Snake.

[00:13:08.850] Conor Bowler: so I’d like to kick us off with a couple of slides on our vision as a business before we move into what we delivered in 2024, the great initiatives that we have for 2025, and then shining a spotlight on 2 or the 3 of the areas that are particularly key for us and our customers.

[00:13:25.020] Conor Bowler: So our vision as a business is to improve the lives of those who interact through engagement platforms

[00:13:31.840] Conor Bowler: from a product point of view. That means that we step towards that incrementally.

[00:13:36.910] Conor Bowler: And we do that by focusing on a couple of areas

[00:13:40.540] Conor Bowler: primarily on revenue generating teams. So that be that sales deck collection or something else. Anyone who brings money through our client’s doors and by focusing on insights and automation, particularly AI insights to revolutionise what? Like contact centre software delivers.

[00:13:59.120] Conor Bowler: Okay.

[00:14:00.240] Conor Bowler: so we have 2 main long-term themes that we organise our roadmap around and direct our resources towards to bring value to our customers, and those are agent performance and campaign performance.

[00:14:12.560] Conor Bowler: So if we start off with agent performance, we’ll on this slide. We’ll begin at Number one and move around the curve towards number 6. So Pre. Call is first,

[00:14:22.350] Conor Bowler: everything an agent needs in advance that could offer the best chance for success, whether that be interaction history summaries, personalised recommendations for communication styles or something else.

[00:14:33.840] Conor Bowler:

[00:14:34.840] Conor Bowler: automation. So automating all the low value and simple to service items so that you can put your people’s attention on. What matters

[00:14:42.810] Conor Bowler: 3 real-time assist? So that’s things like real time scoring smart alerts. Who’s vulnerable? Who’s lying?

[00:14:51.910] Conor Bowler: Anything that improves the outcome of the call while it’s in flight.

[00:14:56.160] Conor Bowler: 4.

[00:14:57.360] Conor Bowler: Post call assist.

[00:14:59.070] Conor Bowler: So using AI to automate away all the tedious activities that keep agents in wrap

[00:15:06.730] Conor Bowler: team motivation, so perhaps gamifying the whole experience to improve motivation and then productivity as a result of that

[00:15:15.140] Conor Bowler: and 6. So learning and development.

[00:15:18.330] Conor Bowler: incrementally improving agent performance with tailored insights for coaching and tooling that facilitates that whole kind of concept and journey of continuous education.

[00:15:31.500] Conor Bowler: same thing with campaign performance.

[00:15:34.340] Conor Bowler: so firstly, define clear goals. So that’s a great area that AI can help input into your planning process, whether that’s Ok, IVRs and smart goals, whatever it may be.

[00:15:46.830] Conor Bowler: Secondly, on building the contact strategy, another excellent area for AI to assist in decision points so upgraded versions of best contact time, best contact channels, optimising cadence, propensity, modelling like propensity to buy, which allows us to segment customers into ideal customer profiles

[00:16:07.950] Conor Bowler: and then attack them all differently. Number 3. Their messaging and resources, so personalising these things to customer profiles and individuals to ensure that you get the best response and the best outcome.

[00:16:21.240] Conor Bowler: Number 4, equipping your agents as part of campaign performance. So all of the things that we mentioned in agent performance to get advanced productivity to the next tier

[00:16:33.110] Conor Bowler: 5 is kind of executing on the campaign. So things like the holistic automation of omni-channel adding decisioning, and workflow to more intelligently route those calls

[00:16:44.900] Conor Bowler: and then learning and improve. So all of those AI insights that need to supplement those existing metric reporting with what’s captured in free form, text, and voice that’s been like much more difficult before now to wring a common set of perceptions out of

[00:17:02.430] Conor Bowler: alright.

[00:17:03.340] Conor Bowler: So if that’s the significant pieces of the visions completed, let’s move on to the roadmap itself. Starting with what we delivered in 2024,

[00:17:12.819] Conor Bowler: 2024 was a massive year for Max contact. So we took a huge leap forward in the capability that we can offer to our customers to solve your various pain points.

[00:17:23.079] Conor Bowler: We double down on agent performance by doing 2 things.

[00:17:27.230] Conor Bowler: So, firstly, we provided the ability for outbound skill-based routing, so that ensures that those kind of precious connects that you get

[00:17:35.160] Conor Bowler: get to the person most likely that to successfully handle that interaction. If you’re not using it, then maybe you should ask your account manager about it.

[00:17:44.160] Conor Bowler: and secondly, on agent performance, we launched a whole new product. So contact hub, so contact hub is the replacement for our agent desktop software to date. That’s been web agent. So web agent now moves towards end of support and end of life

[00:17:59.130] Conor Bowler: contact hub is designed to be faster, more intuitive.

[00:18:03.360] Conor Bowler: It has a lot more new features, things like

[00:18:06.250] Conor Bowler: warm user to user transfers interaction history direct updates to contact information. It has a larger interface for the digital interactions.

[00:18:17.000] Conor Bowler: and it has transcription that can be included in it with speech analytics in the contact history.

[00:18:23.100] Conor Bowler: So we launched contact hub as a result of like heavy investment in user research, we did a lot of design work, a lot of ab testing.

[00:18:31.630] Conor Bowler: And that rigorous UX process means that the flows in contact hub. They’re optimised to make you and your teams as productive as you can be.

[00:18:40.740] Conor Bowler: Then, in 2024, we also helped our customers to ensure compliance.

[00:18:46.280] Conor Bowler: We

[00:18:47.996] Conor Bowler: implemented a number of kinds of self-service options for tasks that you used to have to call our support team to do things like deleting call recordings and deleting digital interaction attachments.

[00:19:01.040] Conor Bowler: We also implemented contact level time zones, so that, you know you ensure compliance by calling within legal dialling hours, irrespective of where those individual contacts location is.

[00:19:14.150] Conor Bowler: And then, finally, we enhanced quality and security. We implemented our own single sign on. So it not only improves security, which I think was a call out in one of the polls.

[00:19:24.800] Conor Bowler: It also makes it easier to integrate and saves time. I know a number of you aren’t using it today. So perhaps this is another area that you could reach out to us on.

[00:19:33.640] Conor Bowler: and then doing all the infrastructure, improvements, all of the things that we do as a supplier, as like a as a service supplier so that we can give you those business-critical contact centre applications without you needing to worry about most of its considerations.

[00:19:48.670] Conor Bowler: Okay, another huge thing in 2024 was our introduction of our new speech analytics software spoken.

[00:19:57.100] Conor Bowler: So that’s like a pivotal step for Max. Contact to move into AI based applications. It gives us the skills and the knowledge to continue on and to augment other areas of our product. Set with AI,

[00:20:09.680] Conor Bowler: we introduced spoken at the beginning of last year to a select number of early adopters, and we primarily focused on the QA. Area.

[00:20:18.210] Conor Bowler: It already has several 1 million transcripts that can be mined for insights. So lots of extra strings to your bow as contact centre leaders.

[00:20:26.620] Conor Bowler: Since then we’ve moved on and looked at improving performance of revenue generating teams, part of our kind of overall vision there

[00:20:35.320] Conor Bowler: that I’ll hark back to. So with an area of the product that we’ve called it success, intelligence. We’ve been trailing this really well with a small number of design partners, and we’re near the point where we want to release it to our wider customer base.

[00:20:49.420] Conor Bowler: So more on this a bit later.

[00:20:53.080] Conor Bowler: Now, I suppose, onto the meat and potatoes of the webinar, our roadmap for the coming year.

[00:20:59.080] Conor Bowler: Our customers are really good to us. So you’ve attended community events, insider events, roundtable events, answered. Surveys become design partners, all of the stuff that kind of Kaylee mentioned earlier and just generally provided us with the data points that we need to create a strong roadmap that provides our customers with like true value.

[00:21:20.270] Conor Bowler: So to that end. I’ve structured it in the same way as our long-term vision led by the areas that give primary benefit to our customers. So agent performance again, campaign performance, deepening insights, and AI.

[00:21:33.160] Conor Bowler: There was lots of that AI that came up in that poll as well, and then the stability, scalability, security, and resilience that just keep contact centres running.

[00:21:45.140] Conor Bowler: So obviously right now, we’re in q 1 quarter one. And what we’re building today is

[00:21:52.330] Conor Bowler: an integration marketplace. So I’ll do a bit of a spotlight on it right after this slide. But essentially, what we’re doing is lowering the barrier to creating extremely useful integrations.

[00:22:04.330] Conor Bowler: So we’re also building a soft phone connectivity and testing tool.

[00:22:10.400] Conor Bowler: So that’s to troubleshoot issues on the desktop to get your agents back online and productive again, if there’s anything that’s going on

[00:22:18.110] Conor Bowler: for spoken.

[00:22:20.010] Conor Bowler: Our speech analytics solution.

[00:22:22.460] Conor Bowler: we’ve added, and we’re continuing to add more ways to search so that our customers can get the insight they need and save searches.

[00:22:30.620] Conor Bowler: So that’s all part of q 1. This would also include sophisticated transcript keyword searching, and that allows you to identify buckets of calls that are of interest to you. So things like

[00:22:43.940] Conor Bowler: competitor mentions missed buying signals, potential complaints, script adherence issues, all of the things that you might want to kind of track and dive more deeply into to find a resolution, for

[00:22:59.440] Conor Bowler: we’ll be releasing our success. Intelligence, feature within spoken also that uses AI to highlight objections and the success of responses

[00:23:10.852] Conor Bowler: so that sales playbooks can be amended in contact centres. Coaching plans can be created, or anything that is necessary, as off the back of that insight to improve conversion rates.

[00:23:22.700] Conor Bowler: I have a bit of a spotlight on this area also.

[00:23:26.300] Conor Bowler: Finally, on the spoken. q. 1 front. We’ve just improved the speed to make that whole experience more reactive and more pleasant. So we’ve kind of focused a bit on performance lately to make sure that as you kind of move around the application, it’s very, very responsive.

[00:23:45.110] Conor Bowler: And we released that yesterday, in fact.

[00:23:48.210] Conor Bowler: then in quarter 2, we’ll be having continued updates into our new desktop app. agent, desktop application contact hub

[00:23:57.390] Conor Bowler: in spoken, we’ll be implementing stereo call recordings so that each side of the conversation. So agent and customer they can be separated, and they can be drilled into, and it helps kind of identify even more buckets of kind, of calls of interest. So things like behavioural issues, lack of empathy, best practice calls.

[00:24:19.630] Conor Bowler: and all of that.

[00:24:21.930] Conor Bowler: We’ll be extending our objection, handling approach within success intelligence from not just pure sales, but also into debt management.

[00:24:30.290] Conor Bowler: where the objections are kind of slightly different.

[00:24:34.960] Conor Bowler: and we’ll be introducing some customised speech analytics, dashboards so that you can focus on the areas of speech analytics, insights that you find the most value in. So we’ll be allowing our customers to kind of define the views that they want to kind of see on a regular basis and roll them up to a kind of top-level dashboard to see trends over time.

[00:24:57.580] Conor Bowler: and then, lastly, for q. 2, we have additional stability and resilience by completing some technical improvements with Anet. 8 upgrades.

[00:25:06.270] Conor Bowler: and that brings some cost improvements as well, perhaps in the future.

[00:25:11.710] Conor Bowler: In Q. 3 we’ll be looking to consolidate our approach to roadmap as a whole. Whether that’s across IVR automated live chat or other channels, or sorry not roadmap. We’ll be looking to consolidate our approach to workflow as a whole.

[00:25:27.640] Conor Bowler: So whether that’s ivr automated live chat or other channels.

[00:25:32.310] Conor Bowler: Again, it’s all about taking care of the simple stuff freeing your agents to focus on what matters.

[00:25:38.030] Conor Bowler: We’ll then look at kind of this is a 2-phase approach. We’ll look at levelling that up in Q. 4. And I have some examples kind of coming up in the slide that might help to illustrate this for you.

[00:25:51.030] Conor Bowler: on the spoken side of things. For Q. 3. Right now, the calls that we process into transcripts and speech analytics are done overnight.

[00:25:59.710] Conor Bowler: We’ll be looking for that to become near real time, so that you can focus on the tactical in addition to the strategic. So you know, if someone’s kind of

[00:26:10.380] Conor Bowler: performing a little poorly in the morning, and did you be able to catch it for the afternoon?

[00:26:16.420] Conor Bowler: Lastly, in Q 3. Lastly, for q, 3, we have topic analysis in our in our product today. And we’re looking to supplement that and improve the AI, so that itself supervises so that it comes up with new topics by itself, and also identify emerging trends within topics. So what is new last week or this week that wasn’t there last week.

[00:26:40.320] Conor Bowler: Okay.

[00:26:42.190] Conor Bowler: quarter 4. We have that levelling up on the workflow. I mentioned to automate even more tasks, and then we recognise that although our dashboards and scripting today, let us let they let you do what you need to.

[00:26:55.610] Conor Bowler: But they mightn’t be maybe the most aesthetically appealing. So we’ll be taking some time out on the design of those 2 areas

[00:27:03.320] Conor Bowler: for speech analytics we’ll be, we’d like to add, scoring case management

[00:27:09.460] Conor Bowler: and some analysis and additional reporting. So basically, all of the elements that are necessary for automating the majority of the QA process and streamlining that whole overhead.

[00:27:20.640] Conor Bowler: There’s quite a bit there.

[00:27:23.340] Conor Bowler: I’m sure there’s going to be questions on it, and we’ll be having some Q. And A at the end.

[00:27:27.720] Conor Bowler: But before we get there. I’d like to just kind of highlight those 3 areas.

[00:27:32.480] Conor Bowler: First, set we’ll have a spotlight on our success intelligence product.

[00:27:37.150] Conor Bowler: Since I’ve mentioned it a few times, I wanted to show you what it looks like in reality.

[00:27:41.620] Conor Bowler: So Top left, you’ll be able to see all the objections categorised by colours into the objections relating to

[00:27:49.050] Conor Bowler: need, time, trust, and cost.

[00:27:53.590] Conor Bowler: which ones you’ll see the most frequently how they’re trending, and that allows you to make those decisions on where to focus for second and 3rd

[00:28:01.890] Conor Bowler: on the top right, you’ll see the objections that are identified in the transcripts.

[00:28:07.900] Conor Bowler: and whether your agent’s response was challenged or accepted by the person that they’re talking with.

[00:28:13.750] Conor Bowler: and then by tracking that kind of response, by tracking the success or failure of the handling, we can see effectiveness across agents, and that’s there down the bottom.

[00:28:23.120] Conor Bowler: So whether that’s agents, teams, or campaigns, you’ll be able to see the effectiveness for specific objections or objection types and then take appropriate action to remedy the situation and improve those conversion rates.

[00:28:37.660] Conor Bowler: If we move on to the Max contact integration marketplace.

[00:28:43.580] Conor Bowler: So this is essentially kind of off the shelf connectors for common integrations. So HubSpot salesforce Zendesk, Microsoft, others.

[00:28:54.850] Conor Bowler: We’ve always offered integration, but with this it allows you to save money and time, additional money on time, on kind of lowering the barrier to kind of entry for those

[00:29:07.720] Conor Bowler: for those integration, while still achieving all the kind of great benefits that well integrated systems have.

[00:29:14.040] Conor Bowler: so that centralised tech ecosystem, the easy onboarding, the comprehensive accessible information, getting the right information to the right person at the right time to perform the right action.

[00:29:25.640] Conor Bowler: Okay?

[00:29:28.090] Conor Bowler: And our 3rd and final spotlight today is I wanted to just kind of illustrate our thinking on this workflow. For the for quarter 3, quarter 4.

[00:29:41.350] Conor Bowler: So the difference, I suppose, is providing a workflow builder that allows you to execute upon the fundamentals. And that’s what we’re targeting for. Q 3 and one. That includes the advanced AI, and that’s the one we’re targeting for. Q 4. So you’ll see initially, we’re aiming to address like really simple interactions, and automate them away, such as signposting, opening hours frequently asked questions.

[00:30:07.620] Conor Bowler: Anything that can be encapsulated in a flow diagram or multi-choice responses.

[00:30:13.670] Conor Bowler: irrespective of the Channel, whether it be

[00:30:16.410] Conor Bowler: email SMS automated chat bots or Ivr

[00:30:20.960] Conor Bowler: and then moving on the Q. 4. That’s essentially where we really want to see the magic happening

[00:30:27.230] Conor Bowler: so conversational. AI.

[00:30:29.890] Conor Bowler: So you come in. Hello! How can I help you today? Something that understands the intent of the person that is speaking with can interact back and forth.

[00:30:39.160] Conor Bowler: and can also leverage our marketplace. So for integration. So do the order lockup, everything else. And that’s 1 of the reasons that we have the marketplace there in q. 1. To

[00:30:50.690] Conor Bowler: to kind of build and take steps towards the value for our customers.

[00:30:57.350] Conor Bowler: Alright. That was a lot to listen to. I appreciate the time and attention. Kaylee, do you want to take the floor back.

[00:31:04.220] Kayleigh Tait: Sure. Thanks, Conor. So we are now asking you for your feedback again. So we’re going to pop up another poll on screen. Just around. Is there anything in particular that from our roadmap that really excites you or catches your eye? If you can just take a moment to fill in that survey that would be fantastic.

[00:31:34.520] Kayleigh Tait: Give people a second.

[00:32:00.280] Kayleigh Tait: I’ll summarise the changing results.

[00:32:05.140] Kayleigh Tait: It’s quite hard to see in zoom, but I think the most

[00:32:10.510] Kayleigh Tait: most exciting roadmap item right now is also Qa in Spokn AI.

[00:32:18.700] Kayleigh Tait: So please continue to pop any feedback on there that would be really helpful.

[00:32:26.890] Kayleigh Tait: Let’s see, I’ll end that, poll.

[00:32:33.510] Kayleigh Tait: Well, thank you.

[00:32:36.640] Kayleigh Tait: And then our final question of the day for people is.

[00:32:43.070] Kayleigh Tait: what would you love to see in our roadmap in the future.

[00:32:47.640] Kayleigh Tait: So there’s been lots of discussions at customer advisory groups, webinars.

[00:32:56.840] Kayleigh Tait: community events. There’s always lots of ideas.

[00:33:03.090] Kayleigh Tait: But I’ll open up the floor to a larger audience on our webinars to see

[00:33:08.520] Kayleigh Tait: what would you really love to see on the roadmap?

[00:33:14.300] Kayleigh Tait: Think it’s a free text field again. Don’t worry about typos

[00:33:24.970] Kayleigh Tait: after this. We’re going to move on to just our Q&A section. So if you do have any questions for Conor or myself. Then please drop them in there, and we’ll do our best to answer them.

[00:33:42.110] Kayleigh Tait: Lovely

[00:33:49.460] Kayleigh Tait: Okey Doke, thank you very much for your feedback.

[00:33:53.403] Kayleigh Tait: So whilst that poll is going on in the background. I’ve got a couple of questions that come in for you, Conor. Yeah. So, Conor, how do you actually decide what features to prioritise. You mentioned a lot of customer research and things. So ha! What makes it to the roadmap.

[00:34:12.179] Conor Bowler: Yeah, okay.

[00:34:13.949] Conor Bowler: so there’s like a number of different areas. Customer feedback is like a huge one. The impact it’s going to make on our clients. What our competitors are doing is probably another the benefit or value that’ll give us as a company as a whole, and how it fits to our strategy? Does it kind of go in the same direction as market trends and technology trends? How feasible is it to do so?

[00:34:36.239] Conor Bowler: What dependencies something has on another item.

[00:34:39.929] Conor Bowler: And all of these thing’s kind of have to go into the mix in order for us to kind of

[00:34:44.509] Conor Bowler: decide.

[00:34:46.469] Conor Bowler: and the skill sets that we have in the business at the moment, and what we need to hire in.

[00:34:53.150] Kayleigh Tait: Thanks, Conor.

[00:34:54.300] Kayleigh Tait: I think there was a question. Everyone should be able to see the answer.

[00:35:00.220] Kayleigh Tait: in the Q&A panel. I think that’s been published. But just in case there was a question, will the keyword searching words be determined by Max contact, or can they be bespoke to the customer.

[00:35:12.810] Kayleigh Tait: they are certainly bespoke.

[00:35:15.330] Conor Bowler: So as Matt, I think, answered. There you can do a basic search for a single keyword or a single key phrase, wow! You can create search for multiple keywords. So using kind of logical operators like ands and Ors to do that kind of query-based things. And then, as Matt says, we have further improvements planned

[00:35:39.200] Conor Bowler: and to have multiple levels within these searches and so forth.

[00:35:43.500] Conor Bowler: We really want, we kind of recognise that like the biggest value in here is to be able to kind of really kind of mind the insight within it.

[00:35:52.450] Conor Bowler: But those keywords, I mean, I said. I think I mentioned that they do like allow you to pull out. Competitor mentions bike signals, but they also allow you to do like keyword-based topic analysis, and that kind of stuff

[00:36:05.070] Conor Bowler: so really flexible, really powerful.

[00:36:09.660] Kayleigh Tait: Great thanks, Conor. One other question is, how can we provide feedback outside of this webinar

[00:36:18.640] Kayleigh Tait: just in case you can’t think of anything right now that needs to go on the or you believe you’d really benefit from in the roadmap other channels that our clients can reach out to.

[00:36:28.820] Conor Bowler: Sure. So we have a design partner program. If you’d like to sign up with for that. I take emails directly or calls directly. I’m always really, really happy to talk to our customers. We have an upcoming survey. We’ll be sending out in the next couple of weeks. To gather input for our roadmap.

[00:36:48.200] Conor Bowler: We have beta programs

[00:36:50.660] Conor Bowler: to allow people to kind of test software a little bit early. And we have our in-platform roadmap suggestions. So if you click on the little PIN icon within spoken, or the manager console, you will be able to submit. Kind of roadmap suggestions within there.

[00:37:11.520] Kayleigh Tait: Lovely. Thank you. I think we’ve got another question. Come in

[00:37:16.305] Kayleigh Tait: no, it was a notification yes, so we’ll share some more information about the design partner and beta programs. In an email which will follow up this webinar, so we don’t have any more questions in the panel. I always say this, someone pops in. So, oh, is there a couple there? We are okay. Sorry.

[00:37:38.940] Conor Bowler: So there’s like with dashboards. Will there be scope to create customisable stat tiles created by.

[00:37:43.850] Kayleigh Tait: Yes.

[00:37:46.690] Conor Bowler: I’ll be honest and say like, it’s kind of way out there in like 6 months’ time. So I mean, it’ll be in the next 3 to 4 months that we’ll be kind of collating. All of the pieces of information to decide like exactly what to do. And, Adam, if that’s what you’d like, then then that’s definitely like, I want to take that into consideration and see if that’s like a common issue across the board.

[00:38:10.360] Conor Bowler: There was a question around cost details. .NET 8. And I think having .NET 8 allows us to kind of have more choices with our infrastructure. So we have to make some decisions around there. But those decisions are not made yet.

[00:38:24.240] Conor Bowler: and there’s a question on

[00:38:26.870] Conor Bowler: how will updates as to whether you are on track with the roadmap, or any timescale changes be shared with the customers.

[00:38:34.440] Conor Bowler: Okay? So again, kind of within the application, there’s like a

[00:38:39.490] Conor Bowler: that little PIN icon within there. You can kind of see what’s in the roadmap quarter by quarter. Our roadmaps also published on our website. So you’ll be able to see kind of updates within their quarter by quarter.

[00:38:53.640] Conor Bowler: and I will be really happy to talk to anybody or do another webinar.

[00:38:57.824] Kayleigh Tait: Thank you for the offer. Yes, so we do hold monthly webinars as well. Around things happening in product. Or perhaps if there’s a potential

[00:39:09.860] Kayleigh Tait: challenge or opportunity that we’re seeing, hearing from our clients that we want to spotlight so we’ll absolutely update in there on a quarterly basis.

[00:39:21.070] Kayleigh Tait: and I think we’ve got to all the questions apologies. I did not see all those come in.

[00:39:28.230] Kayleigh Tait: Well, thank you very much for your time, everyone. Thanks to Conor as well. Hope you’re excited. We certainly are. About the next year we’ll keep in regular communication with you. That’s something we really pride ourselves on

[00:39:42.550] Kayleigh Tait: being really close with you, our customers, and being transparent and open and sharing what we know. And when we know. So yeah, absolutely. We’ll keep you informed. But thank you very much for attending today, and we’ll follow up with all the assets afterwards. If you’ve got any questions, feel free to reach out to

[00:40:00.820] Kayleigh Tait: either of us or any of us here. And then or obviously, you’ve got account management as well. And our support team. So yeah, thank you very much. Have a good afternoon. Everyone.

[00:40:13.500] Conor Bowler: Take care all the best.

[00:40:14.750] Kayleigh Tait: Same.

Your Questions Answered

During the webinar, we answered key questions from attendees about our product development process, upcoming features, and how we communicate roadmap progress. Here are some of the key takeaways:

Feature Prioritisation

MaxContact’s product team prioritises new features based on a combination of customer feedback, market trends, competitive landscape, and strategic alignment. Technical feasibility and dependencies also play a role in determining what gets built and when.

Customisable Keyword Search in Spokn AI

Our keyword search functionality in Spokn AI allows users to:

  • Search for single words or phrases
  • Use advanced search logic (AND/OR)
  • Identify competitor mentions, buying signals, and other key topics

Future improvements will further enhance search flexibility and depth.

Custom Dashboard Tiles in Spokn AI

We’re planning to introduce customisable dashboard stat tiles in about six months. Over the next few months, we’ll be gathering requirements, and we encourage customers to share their input through our Design Partner Program.

Keeping Customers Informed

We ensure transparency in our roadmap and development updates through multiple channels:

  • In-app notifications (PIN icon)
  • A publicly available roadmap on our website
  • Monthly product webinars
  • Quarterly roadmap progress updates
  • Direct communication with account managers

Customer Feedback Channels

We’re always looking for ways to collaborate with our customers. Feedback can be shared through:

  • Our Design Partner Program
  • Direct conversations with the product teams
  • An upcoming product survey
  • Beta testing programs
  • In-platform roadmap suggestion
  • Regular check-ins with account managers

As we continue building for the future, customer collaboration remains at the heart of our product strategy. If you’re interested in shaping the next generation of MaxContact solutions, stay engaged through our feedback programs—we’d love to hear from you!

Are you ready to take your sales, collections and customer experience to the next level? Get in touch with the team today and explore how MaxContact can help.

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