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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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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.

discover the latest

client stories

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Case Study
STA International: +10% Contact rate, +6% Productivity

Leading debt collection agency, STA International, has more than 65 years’ experience in UK and international debt recovery, credit control and tracing. MaxContact work with them to support the performance of their contact centre, including increasing contact rates and boosting productivity.

Payments & Collections
Agent Performance
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Leading debt collection agency, STA International, has more than 65 years’ experience in UK and international debt recovery, credit control and tracing. MaxContact work with them to support the performance of their contact centre, including increasing contact rates and boosting productivity.

Specialising in amicable B2B, B2C and student debt collection, STA International required a reliable contact centre solution to support their collection process. The smooth running of the contact centre and maximising as many contacts as possible, all while remaining compliant are key requirements for the business.

Case Study
Connectivity CX: Boosting Contact Centre Efficiency

Connectivity CX, a leading technology and B2B service provider, swiftly adapted their model during the pandemic, transitioning to an in-house contact centre.

BPO
Agent Performance
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Connectivity CX, a leading technology and B2B service provider, swiftly adapted their model during the pandemic, transitioning to an in-house contact centre. This shift posed efficiency challenges until MaxContact stepped in. By implementing MaxContact’s dialler solution and tailored scripting, Connectivity CX achieved an impressive 30% boost in efficiency.

Connectivity CX combines great people and innovative technology to help businesses generate and convert more leads, and deliver excellent customer experiences, working predominantly within the automotive industry.  

We spoke to Operations Director Andrew Dent, to learn more about how MaxContact has supported their growth through one of their most challenging periods – the pandemic.

Case Study
H&T Group: Scaling Flexibility & Support

Britain’s largest pawnbrokers, H&T, were frustrated by the lack of flexibility from their traditional physical dialler solution that was hampering growth. MaxContact’s solution has unlocked business flexibility, allowing for flexible support and happier teams.

Financial Services
Agent Performance
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Britain’s largest pawnbrokers, H&T, were frustrated by the lack of flexibility from their traditional physical dialler solution that was hampering growth. MaxContact’s solution has unlocked business flexibility, allowing for flexible support and happier teams.

Established in 1897, H&T Pawnbrokers has grown to become Britain’s largest and longest-serving pawnbroker.

With 260 stores, H&T Group is proud to have expanded its financial services, supporting the differing financial needs of customers across the country.

We spoke with Gareth Morgan, Operations and Communications Manager, to understand what encouraged H&T Group to trust MaxContact with its vital customer communication.

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.

Can we build different contact strategies for different customer segments?

Yes. MaxContact allows you to create segment-specific contact strategies with custom prioritisation, routing rules, channel preferences, and timing logic. Deliver personalised contact experiences at scale whilst maintaining operational efficiency and compliance.

Does MaxContact work for both B2C and B2B contact strategies?

Absolutely. MaxContact supports complex contact strategies across both B2C and B2B operations. Whether you're managing high-volume consumer campaigns or targeted enterprise outreach, our platform adapts to your specific contact strategy requirements whilst maintaining consistent execution.

Can we test different contact strategies before full rollout?

Yes. MaxContact supports A/B testing within campaigns, allowing you to test different contact timings, prioritisation rules, and channel approaches. Analytics show which strategies perform best, enabling data-backed decisions before scaling successful approaches across your entire operation.

How does MaxContact eliminate cherry-picking behaviour?

MaxContact's intelligent routing and prioritisation ensures every lead gets contacted systematically based on conversion potential—not agent preference. Skills-based routing matches customers with the best-suited agent automatically, whilst managers gain visibility into contact patterns and can enforce consistent execution across the team.

What is a contact strategy and why does it matter?

A contact strategy is a systematic approach to customer outreach that defines who to contact, when, how, and through which channel. It matters because businesses with strategic contact approaches consistently outperform those relying on ad-hoc activity or individual agent intuition. MaxContact helps you build, execute, and optimise contact strategies that deliver repeatable results.

Can customers make payments outside business hours?

Yes. Our automated payment IVR operates 24/7, allowing customers to self-serve and make payments at any time. This reduces missed payments, improves cash flow, and decreases the burden on your agents.