How MaxContact makes customer engagement easier
Al the features you need for smarter customer engagement
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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.
On-Demand: Outbound Skill-Based Routing
Streamline your sales and collections with our outbound skill-based routing system. By tagging customers and grouping agent skills, we automatically match the right agents to customer needs, eliminating complex setups. This efficient approach increases call success rates, builds stronger customer relationships, and improves agent satisfaction. Optimize your campaigns and make every conversation count.
Feature Call Outs
Outcome Codes
Watch how supervisors can dynamically add new skills to an agent’s profile by simply dispositioning a call. This streamlined process ensures that agent capabilities are constantly updated, improving future call routing and overall team efficiency.
Skills & Skill Groups
This video demonstrates how to set up outbound skills and skill groups. You can create individual skills with a name and description. Skill groups are collections of these skills. Once a skill is added to a group, it takes effect immediately without requiring agents to log out of campaigns.
Adding Skills to Agents & Contacts
This video demonstrates how to assign skills to agents and data for outbound skill-based routing. You can add skills to users individually or in bulk through user plans. Proficiency levels can be set within each skill to prioritize agents. To assign skills to imported data, simply select a skill group during the import process. This ensures that all data within that group inherits the assigned skills.
NEW: Outbound Skill-Based Routing
Match the most proficient agent with a contact based on matching skills – meaning better close rates for your outbound calls.