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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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BPO
CC33’s winning customer experience

CC33 is a full-service contact centre specialising in telemarketing, consultancy and boutique services. Using MaxContact’s outbound communication and BPO specific tools helped CC33 to transform their offering and improve their client and agent experience.

BPO
Service & Support
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CC33 is a full-service contact centre specialising in telemarketing, consultancy and boutique services. Using MaxContact’s outbound communication and BPO specific tools helped CC33 to transform their offering and improve their client and agent experience.

CC33 needed a solution that could deliver bespoke, high level end-to-end solutions for their clients and future prospects. They came to MaxContact looking for a partner with extensive BPO experience and a way to bring their inbound and outbound communications together, to improve their call dialling function and win new business.

Utilities
Utilita’s secure growth solution with our Cloud Dialler

Utilita is the only energy company created to help households use and waste less energy – meaning they’re good for your pocket and planet. Utilita uses MaxContact to support their continued growth and help deliver exceptional customer experience.

Utilities
Sales
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Utilita is the only energy company created to help households use and waste less energy – meaning they’re good for your pocket and planet. Utilita uses MaxContact to support their continued growth and help deliver exceptional customer experience.

Utilita was using an on-premise dialler solution for several years which initially worked well but, over time could no longer keep pace and became problematic. Issues included a frozen software release with no new features or bug fixes, a lack of hardware resilience, a bespoke configuration that demanded technical knowledge to manage and multi-site functionality that was extremely difficult to implement.

Sales
Kandoo Car Credit: Better Call Handling & Growth

Kandoo Car Credit replaced manual processes with MaxContact’s contact centre solution, enabling them to scale their team by 146% and handle over 2,000 daily calls, while providing an enhanced customer experience.

Sales
Sales
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Kandoo Car Credit transformed their customer service and operational efficiency by replacing manual processes with MaxContact’s comprehensive contact centre solution, enabling them to scale their team by 146% and handle over 2,000 daily calls, while providing an enhanced customer experience.

Kandoo Car Credit is a car finance broker based in Salford, UK. They provide a comprehensive 360° service, acting as a complete end-to-end solution for customers seeking car finance.

Beyond just arranging finance, Kandoo finds suitable vehicles, conducts thorough background checks, and manages the entire purchase process.

Working exclusively with FCA-approved dealers across the UK who meet strict quality criteria, Kandoo ensures a seamless, hassle-free experience for their customers.

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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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