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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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Build a Business Case for Conversational Analytics

This business case template covers all the crucial elements needed to excite your company about unlimited insights and better performance through AI Speech Analytics.

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Demonstratable ROI

Learn how to demonstrate the potential ROI to decision-makers with our handy ROI calculator

Make improvements across the board

Discover how AI Speech Analytics can improve quality assurance, operational efficiency, and agent performance

Show bottom line impact

Understand the financial benefits, including cost savings and revenue uplift opportunities

Benchmark performance

Access industry benchmarks and performance metrics to support your case

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Speech Analytics Buying Guide

Download this guide to gain clarity on speech analytics products, ensuring you select the right solution with complete confidence based on your business priorities.

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Key Evaluation Factors

Explore 8 crucial aspects to consider when assessing speech analytics solutions, ensuring you make an informed decision for your contact centre.

Demo Checklist

Arm yourself with essential questions to ask during product demonstrations, helping you uncover each solution’s true capabilities and limitations.

Provider Comparison Matrix

Utilise our customizable scoring system to objectively compare different providers, making it easier to identify the best fit for your needs.

Transparent Buying Process

Learn industry best practices for conducting a fair and transparent procurement process, ensuring you select the right speech analytics partner.

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The Assisted Agent Playbook

A practical guide to AI-enabled agent assistance for contact centre leaders. Covers the before, during, and after of every call - with the ROI case, a real-world scenario, and three actions you can take this week.

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  • 42% of UK consumers have already switched provider due to poor contact centre experience - Voice of the UK Consumer 2026
  • 69% rate AI worse than humans for understanding their issue - the gap isn't the technology, it's the context being lost between calls
  • £175,000 - illustrative annual saving potential for a 50-agent team from a 50% reduction in wrap time alone, without reducing headcount
  • 50% wrap time reduction - what Agent Wrap Up Summary delivers, returning hours of capacity back to productive contact time every shift
  • 100% call coverage - from QA sampling to full-call insight, without adding resource

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client stories

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Sales
We Finance Any Car: Smarter Dialler, Better Sales

We Finance Any Car, an online car finance brokerage, needed a reliable contact centre solution that could scale with their rapid growth. They also needed support and accountability that their previous provider had failed to deliver.

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We Finance Any Car, an online car finance brokerage, needed a reliable contact centre solution that could scale with their rapid growth. They also needed support and accountability that their previous provider had failed to deliver. We Finance Any Car partnered with MaxContact to implement a robust dialler system that would maximise sales agents’ outputs and improve lead contact rates. The success of this partnership demonstrates that the right contact centre technology, backed by genuine support and expertise, can transform growing businesses that need to scale confidently. Most importantly, We Finance Any Car gained the reliability they needed to focus on what they do best—helping customers secure vehicle finance.

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We Finance Any Car is an online car and van finance brokerage that launched in January 2021. Since inception, the company has experienced remarkable growth, expanding from a three-person startup to a team of approximately 25 agents across multiple offices.

The business model is straightforward yet effective: customers seeking vehicle finance through channels like Google, Facebook and TikTok submit applications, which We Finance Any Car either qualifies immediately or uses to help customers find suitable vehicles through dealer partnerships.

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Financial Services
Honey Group - Foundation for future growth

Estate planning and wealth management experts, Honey Group, were frustrated as their previous system couldn’t keep up with increased data volumes resulting in CRM integration issues and an overall lack of efficiency that impacted productivity. MaxContact’s solution has provided them with the scalability and agility they need to succeed now, and in the future.

Financial Services
Revenue Generation
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Estate planning and wealth management experts, Honey Group, were frustrated as their previous system couldn’t keep up with increased data volumes resulting in CRM integration issues and an overall lack of efficiency that impacted productivity. MaxContact’s solution has provided them with the scalability and agility they need to succeed now, and in the future.

Honey Group replaced a fragmented contact centre setup with a single, integrated MaxContact platform to support rapid growth and deliver sharper commercial performance.

The new solution eliminated CRM friction, improved data flow and introduced omnichannel capabilities that connect every customer touchpoint.

It also brough conversation analytics driven quality assurance into daily use, giving managers visibility of every call, every conversation and every opportunity to improve.

The result: clearer operational oversight, more efficient coaching and measurable improvements in conversion and process efficiency.

BPO
Marston Holdings: Omnichannel BPO Innovation

As a leading Business Process Outsourcing (BPO) provider, Marston Holdings transformed their service delivery by implementing MaxContact’s versatile contact centre solution.

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Payments & Collections
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As a leading Business Process Outsourcing (BPO) provider, Marston Holdings transformed their service delivery by implementing MaxContact’s versatile contact centre solution, enabling them to efficiently manage diverse communication channels for their clients, reduce customer wait times, and support their UK-wide operations while handling approximately 900,000 annual contacts.

Marston Holdings provides end-to-end transportation services across the UK, including consultancy, traffic technology, parking management, enforcement, and debt recovery for 280 local authorities and government departments.

This case study focuses on Marston’s Business Process Outsourcing (BPO) division, which operates contact centres supporting Local Authority Parking and Highways Departments, handling approximately 900,000 inbound contacts annually.

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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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