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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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    client stories

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    Healthcare
    Quitline Victoria Boosts Engagement with AI Outreach

    An automated AI agent is helping Quitline Victoria re-engage with smokers, proving that technology can be a powerful tool in public health initiatives.

    Healthcare
    Sales
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    In Australia, 21,000 people die every year from smoking-related diseases. Quitline Victoria is looking to improve this statistic.

    Quitline offers trained counsellors to help and support those who want to quit smoking. Studies show Quitline dramatically increases a person’s chances of stopping smoking. Quitline is a phone-based service and so engagement is an incredibly important metric. The more people that interact with Quitline, the more impact counsellors can have. That’s why Quitline was intrigued by our AI Agents ability to call people at scale with conversational AI.

    Completion rates and re-engagement with the Quitline programme have increased since using AI Agent. With AI Agents, Quitline sees answer rates of 62%, completion rates of 18% and re-engagement rates of 10%. Here is the story of how Quitline is helping people quit smoking with us.

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    Healthcare
    How Sydney Local Health District Transformed Patient Care with AI-Driven Rostering

    SWSLHD’s adoption of an automated rostering system is a prime example of how technology can optimise human-centric operations. By streamlining staff management, the health district saw a significant reduction in administrative time and a substantial decrease in reliance on costly agency staff.

    Healthcare
    Payments & Collections
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    South Western Sydney Local Health District (SWSLHD) is a major healthcare provider in New South Wales, Australia. It’s responsible for the health services of over one million people, operating seven hospitals and a number of other health facilities. The district is known for its diverse population and its commitment to providing high-quality, patient-centered care. SWSLHD plays a critical role in the community, addressing a wide range of health needs from primary care to complex surgical procedures.

    SWSLHD’s adoption of an automated rostering system is a prime example of how technology can optimise human-centric operations. By streamlining staff management, the health district saw a significant reduction in administrative time and a substantial decrease in reliance on costly agency staff.

    This shift allowed SWSLHD to reallocate resources and empower its clinical staff, ensuring they could focus their valuable time and expertise on what matters most: delivering high-quality patient care.

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    Sales
    Redwood Group Triples Revenue with Automated Dialling

    Redwood Group needed to replace their manual dialling processes with an automated solution that could support their ambitious growth targets. They partnered with MaxContact to implement a comprehensive dialler system.

    Sales
    Service & Support
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    Redwood Group is a B2B services company operating through their subsidiary EasiPay, focusing exclusively on business-to-business solutions across multiple sectors. The company offers a comprehensive range of services including utilities, merchant services for card payment facilities, cash advance products, water, broadband, and waste management solutions.

    Redwood needed to replace their manual dialling processes with an automated solution that could support their ambitious growth targets across multiple departments. After experiencing inefficiencies with handset phones and manual processes, they partnered with MaxContact to implement a comprehensive dialler system across their utilities, merchant services, and customer support operations.

    The partnership delivered transformational results, including over a 400% increase in productivity, contact rates jumping from 14-16% to 50-60%, and unprecedented deal volumes that broke records. Most importantly, Redwood Group gained the scalable foundation needed to expand their team across multiple international offices.

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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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