How MaxContact makes customer engagement easier
Al the features you need for smarter customer engagement
How MaxContact can help you get ahead in your sector
Achieve goals and targets, whatever your team’s priorities
Insights from 100 BPO Leaders on the Biggest Challenges and Boldest Opportunities Ahead in 2025
How MaxContact can help you get ahead in your sector
A community for leaders to connect and share knowledge to achieve contact centre excellence.
Insights from over 1,000 recent customer experiences revealing what truly matters in contact centre interactions.
ICX – AI Speech Analytics
Transforming Quality Monitoring and Compliance: How ICX Streamlined QA Processes with Speech Analytics
ICX, a prominent player in the automotive industry, has transformed its approach to quality monitoring and compliance with MaxContact’s Speech Analytics solution. Within months of implementation, the team has achieved significant efficiency gains while improving their ability to monitor compliance at scale. The solution has enabled ICX to move away from fully manual, time-intensive call reviews. Spokn AI intelligently identifying calls that are more likely to require attention—allowing quality assessors to prioritise reviews and focus on strategic improvements instead of sifting through every interaction.
Meet ICX
ICX partners with some of the leading names in the automotive industry—such as Nissan, Suzuki, Stellantis Group, and major dealership groups—to deliver end-to-end customer engagement services. From customer acquisition through to aftersales, they support every stage of the customer journey with a focus on loyalty, retention, and revenue growth.
Acting as an extension of their clients’ in-house teams, ICX delivers proactive, well-timed customer outreach that deepens brand loyalty and drives measurable sales impact. With over a decade of experience, ICX has built a reputation for delivering exceptional results through intelligent, people-first service.
The company’s quality monitoring approach involves three key functions: the Call Centre Manager, who oversees operations and compliance alerts; Quality Assessors, who carry out routine call evaluations; and Investigators, who conduct in-depth analysis of agent performance and compliance issues.
The Challenge ICX Faced
Quality assessors were spending excessive time listening to calls multiple times to catch compliance elements.
Critical requirements, such as DPA disclaimers, had to be manually verified across hundreds of daily calls. Processes could be slowed down by audio quality issues or varied accents, which made assessments more challenging and time-consuming.
When performance issues arose, detailed investigations were often slowed by the sheer volume of calls to review.
As Chrissie Atkinson, Investigator, explained, identifying specific trends or concerns previously required searching through large quantities of call data—an extremely time-consuming task without the right tools.
Anything that helps us connect to more of the conversations—especially given the volume we handle—is incredibly valuable. The team does a fantastic job, but no one can review everything manually. With Spokn AI, we can proactively support our agents and maintain complete oversight, so we never miss a critical moment or insight
Sarah Franks, Call Centre Manager
The Solution Offered by MaxContact
MaxContact’s Speech Analytics delivers a comprehensive platform that converts every conversation into searchable, intelligent data.
The solution provides complete conversation transcripts with built-in compliance monitoring that flag missed DPA disclaimers or prohibited language, giving ICX better visibility into compliance breaches. Advanced AI-powered search capabilities enable the team to find specific topics, objections, or compliance issues rather than manually reviewing.
Teams can create and share custom filtered views for different monitoring purposes – from compliance checks to performance analysis – whilst sentiment scoring and automated objection categorisation reveals insights into customer interactions that were previously invisible.
It has made me more efficient – I can now just read what's happened so I can digest it properly rather than listening to a certain part of the call
Lindsay Argrave, Quality Assessor.
The Results
The transformation delivered immediate operational improvements across ICX’s quality monitoring processes.
Quality assessors have already achieved substantial efficiency gains by using transcripts instead of audio replays. “It has made me more efficient – I can now just read what’s happened so I can digest it properly rather than listening to a certain part of the call”, confirmed Lindsay Argrave, Quality Assessor.
The benefits extend beyond operational efficiency into strategic insights. Training programmes are now data-driven through objection tracking and sentiment analysis, with Sarah Franks, Call Centre Manager, noting: “It helps me manage the training in the contact centre.”
In addition, management can respond instantly to client queries about campaign performance, while investigators can proactively guide individuals toward stronger performance and greater consistency.
“Anything that helps us connect to more of the conversations—especially given the volume we handle—is incredibly valuable.
The team does a fantastic job, but no one can review everything manually. With Spokn AI, we can proactively support our agents and maintain complete oversight, so we never miss a critical moment or insight,” summarised Sarah Franks, Call Centre Manager.
MaxContact’s Speech Analytics has enabled ICX to shift from reactive quality assurance to proactive performance management.
The team now benefits from smarter insights, faster processes, and enhanced agent development—driving continuous improvement across their contact centre operations and delivering measurable impact for both agents and clients.
Want to hear more from our clients?
