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Make every conversation count

Empower every agent. Improve every outcome. Increase every conversation’s value, with MaxContact’s AI-powered Customer Engagement platform built for commercial impact.

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Industry Insights
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BPO Report - State of the Industry

Based on insights from 100 BPO leaders, discover the highlights of the report below or download to read the full insights.

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Industry Insights
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  • AI hits priority status — 72% say it’s top of the list for 2025
  • Outbound is back — 65% are scaling outbound, not shelving it
  • Security becomes a sales tool — not just a box-tick for compliance
  • Tech creates tension — 55% feel competitors are outpacing them on automation
  • Expansion plans are bold — 95% of BPOs are growing beyond borders
AI
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Deploying AI Agents in Debt Collection Playbook

Maximise efficiency whilst preserving the people relationships that drive long-term recovery success.

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AI
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  • AI can reduce operational expenses by up to 40%
  • Payment plan acceptance rates between 50-80%
  • 95% AI containment rates

Modern AI doesn’t just automate – it optimises. By analysing payment patterns, communication history, and demographic data, AI systems can predict the optimal time, channel, and approach for each individual debtor. This data-driven personalisation moves beyond generic strategies to tailored engagement that increases response rates significantly.

Templates
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Scripting Templates to Help you Deal with Difficult Customers

We understand it takes time to write scripts, which is why we’ve created this guide. Download for free to discover helpful templates.

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Templates
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With pressures such as the cost of living crisis continuing to impact customers, it’s inevitable that contact centres will be forced to field more calls from angry, emotional and distressed customers.

Strong agent support systems, and empathetic management, are essential. Training is important. But perhaps most crucial of all is the role of technology.

Creating and adapting conversation scripts that demonstrate empathy, understanding and a real desire to help can mollify emotional customers and make life considerably easier for stretched employees.

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client stories

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Service & Support
Return Fundraising: Increasing Fundraising Efficiency

Return Fundraising switched from a dialler platform they were dissatisfied with to MaxContact. They are now seeing improved productivity, enhanced user experience and excellent support - allowing them to focus on what matters most, raising funds for important causes.

Service & Support
Agent Performance
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Return Fundraising switched from a dialler platform they were dissatisfied with to MaxContact. They are now seeing improved productivity, enhanced user experience and excellent support – allowing them to focus on what matters most, raising funds for important causes.

Return Fundraising is a charity fundraising agency that conducts telephone fundraising campaigns for major UK charities such as Macmillan, British Red Cross, and others. With a team of 50 remote fundraisers, they rely heavily on efficient and reliable contact centre technology to help more charities.

Payments & Collections
Advantis: Transforming debt collection with automated payments

As a leading debt collection and credit management agency, Advantis was spending too much agent time on basic tasks like taking payments and answering simple queries. By implementing MaxContact’s IVR, auto-payments, and webchat solutions, Advantis freed up their agents to focus on more valuable customer conversations and negotiations.

Payments & Collections
Payments & Collections
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Advantis is a leading debt collection and credit management agency employing around 190 collection agents and 60 backroom staff. The business works with customers to create realistic and affordable repayment plans, allowing client brands to confidently outsource debt collection to a trusted, reliable and always compliant third party provider.

Advantis’ sympathetic, customer-focused approach is as much about rehabilitating customer accounts as collecting money, prioritising both debt recovery and the preservation of customer goodwill. It’s also very much based on data collection and analysis, giving clients valuable insight that leads to better debt recovery outcomes in future.

The company was founded on telecoms and utility company debt and this is still the core of the business. But current growth is focused on financial services, with Advantis now fully accredited to offer debt collection and credit management solutions to this heavily regulated sector.

We spoke to Advantis’ IT director Brian Roscoe about the company’s growing ambitions and increasingly sophisticated communications requirements.

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Public Sector
Dudley Council Boosts Collections and Customer Service with MaxContact

Dudley Council implemented MaxContact’s dialler solution, transforming their rental income collection process. The integrated solution empowered the Lead Income team to manage operations more effectively, enhancing both team efficiency and service to the community.

Public Sector
Public Sector
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Dudley Council implemented MaxContact’s dialler solution, transforming their rental income collection process. The integrated solution empowered the Lead Income team to manage operations more effectively, enhancing both team efficiency and service to the community.

Dudley Council is a large local authority in the West Midlands, serving a population of over 320,000 residents. The council manages a vast portfolio of over 21,000 properties, making it one of the larger social housing providers in the region. The Lead Income team, a crucial part of the council’s operations, is responsible for collecting all rental payments for council properties and chasing any arrears from missed payments.

This team plays a vital role in ensuring the financial stability of the council’s housing services, which in turn supports the provision of quality housing and community services to Dudley’s residents. With such a large number of properties to manage, the team faces complex challenges in maintaining efficient operations, ensuring timely rent collection, and providing responsive service to tenants.

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FREQUENTLY ASKED QUESTIONS

Frequently asked questions ordered by popularity. Remember that if the visitor has not committed to the call to action, they may still have questions (doubts) that can be answered.

How does Agent Wrap-Up Summary work?

Agent Wrap-Up Summary generates structured, CRM-ready notes automatically at the point of wrap, using the transcript and interaction data from the call your agent just handled. Agents review, edit,and save - without manual note-taking. Notes remain in Contact Hub as part of the interaction record, even if Conversation Analytics is later disabled .Available June 2026.

What is AI Call Scoring and when is it available?

AI Call Scoring applies your existing QA scorecards to individual interactions using transcript evidence - cutting manual review time from 30 minutes to approximately five, with consistent and defensible scoring. It uses the same structured scorecards you’ve already configured in Conversation Analytics, not a proprietary AI score. AI Call Scoring is available from May 2026.

Remove Channel Boundaries and Treat Every Interaction as One Journey

Enhanced Omnichannel

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When digital and voice channels operate independently, teams lose context. Enhanced Omnichannel focuses on breaking down the separation between channels, so actions taken in one place can influence outcomes everywhere else. This improves routing decisions, reduces duplicated effort, and gives agents a clearer view of the full customer journey.

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The work centres on unifying new and existing capabilities around a single omnichannel architecture, with workflow and AI at the core. Voice and digital interactions are no longer treated in isolation - dispositions, attempt counts and outcomes can be shared across channels, and agents can handle digital and outbound voice concurrently.

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Route Digital Interactions to the Right Outcome First Time

Digital Interaction Routing and Response

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Digital interactions often wait in queues before anyone knows what they’re about - leading to slow responses and unnecessary hand-offs. Digital Interaction Routing and Response helps teams evaluate digital contacts as soon as they arrive, improving speed, accuracy and customer experience.

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Simple queries can be resolved immediately, while more complex ones reach the right agent first time. As digital messages arrive - including email, SMS and messaging channels - workflows automatically assess intent. Straightforward enquiries can be handled with automated AI responses, while others are intelligently routed into the most appropriate queue based on context and need.

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This reduces handling time, prevents mis-routing, and brings the same intelligence to digital channels that teams expect from voice.

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Support Agents While the Conversation Is Happening

Real-Time Agent Assist

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Post-call feedback comes too late to change outcomes. Real-time AI assistance helps agents do the right thing in the moment, improving accuracy, confidence and compliance. Handling time drops and customer experience improves - especially in complex or regulated scenarios. The feature surfaces live guidance, disclosures, next-best actions and knowledge based on real-time intent and context.

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Extend Automation Across Every Digital Channel Customers Use

Cross-Channel AI Agents

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Customers don’t always stick to one channel - and automation that only works in silos quickly breaks down. Cross-Channel AI Agents extend AI handling beyond voice and web chat, helping teams engage consistently across SMS, WhatsApp, Meta and email, even when conversations are asynchronous. This reduces missed messages, improves response times, and ensures customers get a coherent experience wherever they continue the conversation.

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This capability expands existing AI Agents to operate across digital channels, allowing conversations to pause and resume naturally while maintaining context. AI Agents can handle clearly defined interactions end-to-end where appropriate, or pass conversations to humans with full history when needed, ensuring continuity across voice and digital touchpoints.

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