Our partnership with InDebted is an example of AI working hand-in-hand with humans, a combination we will see more of in the future. Since their AI Agent joined the team, InDebted’s contact centre productivity grew by 30% and resolution rate by 12%.

Creating space for humans to focus their time and efforts where it’s most needed is one of the greatest values AI can bring to contact centres.

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InDebted is a fintech startup revolutionising debt collection by helping customers boost their financial fitness. Their product uses empathetic digital messaging and offers self-serve options which makes it easy for customers to resolve their accounts. Since its launch in 2016, InDebted has helped over 250,000 customers with a 98% customer satisfaction.

When COVID-19 hit, InDebted saw a spike in the need for debt repayment support. When reaching out to customers, the team realised they were spending most of their time guiding customers on tasks that were fully enabled through self-serve. InDebted was looking for a way to continue supporting customers to self-serve their enquiries and payments while creating the space for their call centre team to help with the trickier enquiries. They wanted a solution that was smarter than an Interactive Voice Response (IVR), could provide great customer experience and deliver on their call deflection goals.

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In Australia, 21,000 people die every year from smoking-related diseases. Quitline Victoria is looking to improve this statistic.

Quitline offers trained counsellors to help and support those who want to quit smoking. Studies show Quitline dramatically increases a person’s chances of stopping smoking. Quitline is a phone-based service and so engagement is an incredibly important metric. The more people that interact with Quitline, the more impact counsellors can have. That’s why Quitline was intrigued by our AI Agents ability to call people at scale with conversational AI.

Completion rates and re-engagement with the Quitline programme have increased since using AI Agent. With AI Agents, Quitline sees answer rates of 62%, completion rates of 18% and re-engagement rates of 10%. Here is the story of how Quitline is helping people quit smoking with us.

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South Western Sydney Local Health District (SWSLHD) is a major healthcare provider in New South Wales, Australia. It’s responsible for the health services of over one million people, operating seven hospitals and a number of other health facilities. The district is known for its diverse population and its commitment to providing high-quality, patient-centered care. SWSLHD plays a critical role in the community, addressing a wide range of health needs from primary care to complex surgical procedures.

SWSLHD’s adoption of an automated rostering system is a prime example of how technology can optimise human-centric operations. By streamlining staff management, the health district saw a significant reduction in administrative time and a substantial decrease in reliance on costly agency staff.

This shift allowed SWSLHD to reallocate resources and empower its clinical staff, ensuring they could focus their valuable time and expertise on what matters most: delivering high-quality patient care.

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This partnership brings together two innovators focused on transforming customer experience and operational efficiency for contact centres and enterprise teams worldwide.

Invosys has built a reputation for delivering comprehensive technology solutions that enable SMB organisations to streamline communications, accelerate digital transformation, and enhance customer and workforce experiences. From unified communications and telephony to full-featured CCaaS platforms, Invosys Chorus solution helps businesses modernise how they connect, collaborate, and serve customers across channels.

MaxContact empowers contact centres and customer-facing teams with an AI-driven engagement platform designed to turn conversations into measurable business outcomes. With capabilities such as predictive dialling, omnichannel engagement, intelligent routing, and autonomous AI agents, MaxContact enables organisations to scale efficiently while enhancing revenue generation and customer satisfaction.

Through this partnership, Invosys will integrate MaxContact’s AI-driven contact centre capabilities into its portfolio, giving customers a simpler way to combine intelligent engagement with Invosys' secure cloud communications. Together, the two companies will support organisations looking to elevate sales performance, contact centre productivity and customer experience with reliable, cutting-edge technology.

“We’re thrilled to partner with MaxContact to bring even greater capabilities to our customers,” said Jane Anderson, CEO of Invosys. “By combining Invosys’ trusted Chorus communications platform with MaxContact’s AI-driven engagement technology, organisations will be able to deliver more personalised, efficient, and impactful interactions at every touchpoint.”

MaxContact’s leadership echoed the enthusiasm for the collaboration:

“This partnership with Invosys marks a significant step forward in how we help businesses transform their customer engagement,” said Ben Booth, CEO at MaxContact. “Together, we’re giving customers access to a seamless integration of powerful communications and AI-enabled contact centre solutions, helping teams work smarter, handle more conversations and deliver better outcomes for customers and the business.

The Invosys–MaxContact partnership reinforces both companies’ commitment to innovation, scalability and customer success. Organisations leveraging this combined technology stack can look forward to enhanced performance, deeper insights into customer interactions, and a stronger foundation for long-term CX improvement.

For more information about how Invosys and MaxContact are working together to deliver advanced contact centre solutions, contact our team. 

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In our January product webinar, we shared MaxContact's vision for 2026 and the roadmap that will help businesses turn every customer conversation into revenue-driving outcomes. Led by Kayleigh Tait, Marketing Director, and Conor Bowler, Principal Product Manager, the session revealed how we're evolving our platform to address the challenges contact centres face today.

The Challenges Driving Our Roadmap

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Three clear themes dominate conversations with customers across every sector we support:

Costs and customer expectations are rising faster than teams can keep up. Contact centres deal with higher expectations, more channels, and greater variability in customer behaviour. The volume of complex interactions continues to increase as routine queries shift to automation.

Data and insight remain fragmented. When information sits in disconnected systems, fixing problems becomes guesswork. Teams need unified visibility to make confident decisions in real time.

Organisations know AI can help but don't know where to start. The gap between AI adoption intentions and actual implementation remains significant. Businesses need clear, practical pathways to AI deployment with proven ROI.

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Our Product Vision: Maximising Every Moment

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MaxContact's 2026 roadmap centres on three interconnected pillars that work together to deliver smarter contact strategies:

Intelligent Automation: AI handles routine, high-volume interactions automatically, allowing human agents to focus on conversations that require empathy, judgement, and relationship-building. This includes both voice and digital AI agents that can manage everything from FAQs to payment arrangements.

Smart Operations: Workflow automation, real-time agent assistance, and predictive routing ensure teams operate at peak efficiency. We're building capabilities that reduce manual effort, eliminate context-switching, and help agents deliver better outcomes in every interaction.

Connected Insight: Conversation analytics, quality management, and unified reporting transform customer conversations into clear, actionable insight. Teams can understand what's driving performance, identify compliance risks, and make data-backed decisions across the entire operation.

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2026 Roadmap Highlights

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Q1 2026: Foundation and Enhancement

The year begins with significant updates to our core capabilities. AI Agent functionality expands to chatbot channels, enabling businesses to automate digital conversations with the same sophistication they've experienced with voice agents. Conversation analytics introduces custom scorecards, allowing teams to measure what matters most to their specific operations.

AI Assist Notes delivers quick post call notes cuts down after call admin, whilst enhanced dashboard manager gives teams clearer visibility into performance.

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Q2 2026: Real-Time Assist and Advanced Routing

The new Interaction Routing  capabilities allow sophisticated inbound flow management, moving interactions between queues based on real-time conditions.

Real-time agent assist features provide agents with instant guidance, next-best-action recommendations, and contextual information during live conversations.

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Q3 2026: Predictive Intelligence and Quality Automation

The third quarter introduces behavioural driven workflows that responds to signals and customer context. Further quality management automation reduces the manual effort required for call scoring and compliance monitoring whilst improving accuracy and consistency.

Portfolio integration brings all products—Contact Centre, Conversation Analytics, AI Agents, and AI Chatbot—into a single view, providing business-wide insight into customer engagement performance.

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Q4 2026: Agentic AI and Self-Optimising Systems

The final quarter of 2026 begins to deliver the most transformative capabilities. Agentic AI orchestration enables AI agents to work together, handling complex, multi-step processes and hand over to a person where required.

Self-optimising workflows (in development in Q4 2026 and into 2027) use machine learning to continuously improve processes based on outcomes, reducing the need for manual tuning.

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Built for Real-World Impact

Every roadmap item addresses a specific customer challenge. The AI agent features, for example, solve the pressure sales and collections teams face to hit outcomes with fewer resources. The conversation analytics enhancements help teams move beyond guesswork when diagnosing performance issues.

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Design Partner Programme: Shape What's Next

MaxContact is actively seeking design partners who want early access to new features and the opportunity to influence product development. Design partners receive priority availability, direct access to the product team, and the chance to solve their specific challenges with cutting-edge capabilities before general release.

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A Platform That Evolves with You

The 2026 roadmap reflects months of listening to customers, analysing industry trends through research like the Voice of Consumer Report and the annual Benchmark Report, and identifying the capabilities businesses need next.

MaxContact is now a multi-product company—Contact Centre, Conversation Analytics, AI Agents, and AI Chatbot—but it's all one connected platform. The roadmap ensures these capabilities work together seamlessly, supporting smarter contact strategies that drive measurable business outcomes.

Whether your priority is reducing costs, improving customer experience, scaling operations, or ensuring compliance, the 2026 roadmap provides a clear path forward.

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The workload squeeze on UK contact centres is intensifying. In the latest 2025/6 UK Contact Centre KPI Benchmarking Insights Report, 52.6% of respondents report increased agent workload, up from 42% in 2024, a 10% rise. The report also highlights the people impact of sustained pressure: average annual agent turnover is 31.2%, up from 30.2% last year.

The report, based on a survey of 300 UK contact centre decision makers, highlights a sector balancing high customer expectations with tough economic conditions, and increasingly looking to technology to relieve pressure.

“Customer facing teams are being asked to do more - and the data shows that pressure is rising year-on-year,” said Ben Booth, CEO, MaxContact. “When workload increases, it doesn’t just affect service levels. It affects quality, morale, and the capacity to improve. The most sustainable response is to reclaim time - removing avoidable work and using AI to handle routine interactions and provide team’s with support, so they can focus on the conversations that truly need a human.”

AI moves from experiment to strategy

The research suggests AI is quickly becoming central to contact centre operations and investment. 66% of respondents say their organisations are using or piloting AI, with a further 20% planning implementation in 2025/26.  

Looking ahead, 60% of respondents say AI and automation tools will be a main area of increased investment in 2026, while 55% cite AI and automation implementation as a top technology priority for 2025/26.

Among those already using or piloting AI, the report finds:

• 48% say AI has improved customer experience  

• 30% say AI has driven a significant transformation, with AI becoming central to service delivery  

• 99% are confident AI will improve contact centre effectiveness over the next three years  

“This isn’t AI for AI’s sake,” added Booth. “Businesses are clear on the goal: protect customer experience or drive the desired business outcomes while reclaiming capacity for teams. The winners will be those who build AI into day-to-day service - not just a bolt-on tool.”

Competitive advantage is shifting towards technology, speed and insight

When asked what delivers the most competitive advantage, respondents point to:

• Advanced technology/automation (42%)

• Speed and responsiveness (42%)  

• Better customer data and insights (38%)

At the same time, the report highlights constraints contact centres must navigate as they scale AI. 45% cite data security concerns as a leading challenge holding back AI ambitions.  

Reclaiming time in the contact centre

In response to the findings, MaxContact is urging leaders to focus AI investment on one tangible outcome, reclaiming time.  

That means:

• Shifting high-volume, repetitive interactions to self-serve and automation to reduce operational pressure

• Using insight from conversations to spot objections, knowledge gaps and coaching opportunities - so you improve performance faster, across sales and service

• Supporting agents with better context and guidance so human time goes to high-value, high-impact conversations

The full findings and benchmarks are available in the 2025/6 UK Contact Centre KPI Benchmarking Insights Report.

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