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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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The Voice of the UK Consumer 2026: The Trust Gap

UK consumers are screening calls, ignoring messages, and filtering out legitimate contact because they can no longer tell what's real. MaxContact's 2026 Voice of the Consumer report covers how businesses can adapt.

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Over two thirds of UK consumers always or often screen calls from numbers they don't recognise. Half have ignored a message from a legitimate company because they assumed it was a scam or fraud. This isn't a fringe behaviour — it's the default. And it means legitimate contact centres are losing customers before a single conversation starts.

When consumers screen out genuine contact, the consequences are real:

  • 37% had to contact the company later to resolve a problem that got worse
  • 31% missed important service information
  • 21% missed an appointment or a payment deadline.

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Security & Compliance Brochure

Enterprise-level security and compliance, built into every layer of the MaxContact platform.

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  • How MaxContact protects your data at every level
  • Our ISO27001 certified security credentials
  • Private, segregated infrastructure explained
  • Internal processes and access controls
  • Call recording and payment compliance
  • Why regulated industries trust MaxContact

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    AI
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    The Always-On Contact Centre Scorecard

    A strategic guide to AI solutions and automation.

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    AI
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    Customers increasingly expect to access support at any time of day, across voice and digital channels. But increasing headcount to cover 24/7 expectations isn't a sustainable model for most contact centres operating on tight margins.

    However, an “always-on” contact centre doesn’t mean staffing agents around the clock.

    It’s about using AI and automation to absorb predictable demand across inbound and outbound without the need for a live agent. This allows human agents to step away from repetitive tasks and focus on complex, high-judgment conversations where they bring the most value.

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    Insurance
    Protector Insurance: Better Visibility, Stronger Performance

    Find out how Protector Insurance used MaxContact to improve reporting, monitoring and service levels — achieving 99% of calls answered within 20 seconds.

    Insurance
    Insurance
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    Protector is a growing insurance organisation operating across three core lines: liability, property, and motor fleet. With more than 200 UK-based employees and continued monthly onboarding, the business is expanding steadily across the UK and Europe, with offices in Manchester, London, Birmingham, the Nordic countries, and Paris.

    Its UK phone operations is centred around claims handling teams based primarily in Manchester, where the teams manage large volumes of inbound and outbound calls each day. Team leaders support claim handlers through coaching, performance management, and service level oversight.

    As the business grew, Protector needed a customer engagement solution that offered greater flexibility, stronger reporting, and more usable functionality than its previous provider. MaxContact now supports that operation with improved data access, real-time dashboards, and emerging AI adoption that are helping shape the next stage of development.

    Utilities
    Smarter Calls, Faster Bookings - Sureserve’s Success with Firstcom Europe

    Our partnership with Sureserve shows how the right outbound technology and hands-on support can transform operations. With MaxContact from Firstcom Europe, a pre-call process that once took 10 people all day now takes just three people less than two hours, while expanded SMS functionality has also improved customer engagement.

    Utilities
    Utilities
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    Sureserve operates as a Smart Meter Operator, responsible for installing smart meters on behalf of energy suppliers. A core part of their operation involves making high‑volume outbound calls to customers to book smart meter installation appointments - making efficiency, accuracy, and scale critical to success.

    To support this, Sureserve required a reliable dialler solution capable of handling outbound calling at scale while reducing manual effort. As the business grew, there was also a need to improve customer engagement channels and streamline pre‑call processes.

    One challenge that emerged over time was knowledge continuity. While the system was already in place when the current team joined, training knowledge had been retained by previous staff and was lost during role transitions. This limited full visibility of the platform’s capabilities, even as usage expanded across the business.

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    Payments & Collections
    InDebted: 30% Productivity Gain with MaxContact

    Our partnership with InDebted is an example of AI working hand-in-hand with humans, a combination we will see more of in the future. Since their AI Agent joined the team, InDebted’s contact centre productivity grew by 30% and resolution rate by 12%.

    Payments & Collections
    Sales
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    Our partnership with InDebted is an example of AI working hand-in-hand with humans, a combination we will see more of in the future. Since their AI Agent joined the team, InDebted’s contact centre productivity grew by 30% and resolution rate by 12%.

    Creating space for humans to focus their time and efforts where it’s most needed is one of the greatest values AI can bring to contact centres.

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    InDebted is a fintech startup revolutionising debt collection by helping customers boost their financial fitness. Their product uses empathetic digital messaging and offers self-serve options which makes it easy for customers to resolve their accounts. Since its launch in 2016, InDebted has helped over 250,000 customers with a 98% customer satisfaction.

    When COVID-19 hit, InDebted saw a spike in the need for debt repayment support. When reaching out to customers, the team realised they were spending most of their time guiding customers on tasks that were fully enabled through self-serve. InDebted was looking for a way to continue supporting customers to self-serve their enquiries and payments while creating the space for their call centre team to help with the trickier enquiries. They wanted a solution that was smarter than an Interactive Voice Response (IVR), could provide great customer experience and deliver on their call deflection goals.

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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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