Spokn AI

AI Speech Analytics to understand the 'why' behind every call

Use Cases

Achieve goals and targets, whatever your team’s priorities

- Debt Resolution

- Customer Service

- Sales

- Customer Experience

- Support

- Employee Experience

On-demand Demo

Find out how MaxContact helps businesses like yours.

About

We keep you in control across your whole contact centre ecosystem.

- Getting started

- Integrations

- Business Continuity

- Work from anywhere

- Security & Compliance

On-Demand Demo

Find out how MaxContact helps businesses like yours.

About Us

Read our story so far and how we do things differently.

Join the Community

A community for leaders to connect and share knowledge to achieve contact centre excellence.

Talk Time Podcast

Listen to the latest insights on Contact Centres and CX.

Solutions > Use Cases > Customer Service

MaxContact for customer service teams

Take the effort out of omnichannel

Get the tools and insight you need to deliver exceptional customer service.

Effortless workforce management (WFM)

Maximise efficiencies with built-in communication workflows

Customer service icon

Give a better experience to your teams and customers

Route customers to the right place, first time

For agents

For managers

Supporting customer services teams

One platform for all customer queries

No more toggling between different systems. All your customer enquiries come to the same place – from WhatsApp and email to calls and Facebook.

Resolve more queries first time

Deal with the customers you’re meant to with intelligent contact routing. Get the most appropriate enquiries for your role, experience or seniority, and resolve more queries first time.

Work smarter, not harder

Set workload limits for staff so they’re never overwhelmed. Configure the system to prioritise time-intensive enquiries, so they’re dealt with properly.

Prioritise your workload

Get full visibility of each customer enquiry. Use countdown clocks to ensure SLAs are met.

Cut out repetitive work with automated workflows

Cut time and effort with preconfigured responses, approved messaging and a pool or centrally-updated, up-to-the-minute information.

Customer service that measures up

Send customers to the right place

Design inbound IVRs with our drag and drop editor to ensure your customers can find the team or function they’re looking for quickly and easily.

Offer a choice of digital channels

Empower your customers to contact you on the channel of their choice – voice, web chat, email, SMS, WhatsApp or Facebook messenger.

Stick to what works

Take control with pre-approved customer communications built into your workflows. Quickly respond to common queries or routine.

Improve experience with better data

Get the full picture with real-time and historical data across CSAT, average handling times, outcomes or even call recording. With visibility across every channel and your customer journey, you can see which agents get 5-stars or are the fastest at handling queries.

Never miss a customer again

Allocate workloads and priorities to ensure all inbound communications are answered and actioned, to get ahead of your SLAs.

Core solutions

Design winning workflows

IVR and automation

Build and edit your IVR in real-time to route customers to the best departments and teams for their enquiries, set up automatic PCI-DSS payment phone lines and automate communications based on the customer workflow.

Omnichannel

Omnichannel software

Have conversations with customers on any channel. Build customer journeys and workflows that automate communications based on common triggers. Use pre-configured scripts to guide customers forward. All these powerful

Outbound and inbound call management

Do your teams do everything, but mainly focus on dealing with customers on various channels? No problem. Prioritise inbound calls and interactions, and when there’s nothing to action, the team can be proactively dialling customers.

Why you should work with us

Simple to get started

Whether it’s licensing, pricing or set-up, we’ll make it easy.

Built for you

We don’t do one size fits all, which is why we work with you to design a solution that fits your needs.

Supported

100% UK-based support team. 97% customer satisfaction rating. Feel supported at every step.

Features that deliver

To see how MaxContact’s engagement platform can help your business, request your customised demo.

Request a demo