4.9★ on G2 reviews

4.7★ on Capterra reviews

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.

Explore CTA 1

discover the latest

client stories

Filters
Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
AI
{READ TIME TEXT}
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.

This is some text inside of a div block.
This is some text inside of a div block.
AI
Read more

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

AI
{READ TIME TEXT}
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.

This is some text inside of a div block.
This is some text inside of a div block.
AI
Read more

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.

AI
{READ TIME TEXT}
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.

This is some text inside of a div block.
This is some text inside of a div block.
AI
Read more
  • 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

‍

No items found.

discover the latest

client stories

Thank you! Your submission has been received!
Oops! Something went wrong while submitting the form.
BPO
Firstsource’s Bespoke Stable Solution

Firstsource is a leading provider of business process solutions to more than 100 global businesses across varied industry sectors in the US, UK, Philippines and India. With such a wide range of clients, Firstsource brought MaxContact onboard to provide a bespoke, stable solution.

BPO
Service & Support
This is some text inside of a div block.
Read more

Firstsource is a leading provider of business process solutions to more than 100 global businesses across varied industry sectors in the US, UK, Philippines and India. With such a wide range of clients, Firstsource brought MaxContact onboard to provide a bespoke, stable solution.

Firstsource’s previous contact centre solution had stability issues, a lack of support and was difficult to customise. They needed a reliable solution that helped them to win new business and could be adapted to meet changing client demands.

BPO
Why Chirple Switched to MaxContact’s Outbound Platform

Chirple offers bespoke customer contact solutions that deliver targeted and effective lead generation and appointment bookings for businesses across the UK. Chirple chose to replace their on-premise, inflexible dialler with MaxContact’s cloud-based, secure outbound engagement solution to revamp their offering.

BPO
Agent Performance
This is some text inside of a div block.
Read more

Chirple offers bespoke customer contact solutions that deliver targeted and effective lead generation and appointment bookings for businesses across the UK. Chirple chose to replace their on-premise, inflexible dialler with MaxContact’s cloud-based, secure outbound engagement solution to revamp their offering.

Chirple had been using an on-premise dialler, which had worked for them for many years but was becoming increasingly inflexible. Additional challenges included problems working across multiple locations, an inability to scale, slow script creation and insufficient dashboards and wallboards. Chirple also needed a solution with a high level of data security to meet their client expectations.

Insurance
APJ Solicitors: 5x Productivity Boost

APJ Solicitors is a leading financial mis-selling specialist, handling cases in mis-sold pensions, insurance premiums or investment schemes. MaxContact partnered with APJ Solicitors to increase efficiency and productivity of their teams, who operate in multiple locations.

Insurance
Agent Performance
This is some text inside of a div block.
Read more

APJ Solicitors is a leading financial mis-selling specialist, handling cases in mis-sold pensions, insurance premiums or investment schemes. MaxContact partnered with APJ Solicitors to increase efficiency and productivity of their teams, who operate in multiple locations.

APJ Solicitors were looking for a contact centre solution that could increase call volume, seamlessly manage multiple communication channels and boost their team’s efficiency. They were previously using a VOIP phone system, but this no longer met the growing business’ needs, as the team were working from time-consuming spreadsheets and abandoning a large amount of calls. MaxContact were onboarded to support their business growth and improve team efficiencies with our omnichannel customer engagement software.

‍

No items found.

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

‍

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.

‍

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.

‍

Route Digital Interactions to the Right Outcome First Time

Digital Interaction Routing and Response

‍

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.

‍

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.

‍

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

‍

Support Agents While the Conversation Is Happening

Real-Time Agent Assist

‍

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.

‍

Extend Automation Across Every Digital Channel Customers Use

Cross-Channel AI Agents

‍

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.

‍

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.

‍