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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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    Service & Support
    Return Fundraising: Increasing Fundraising Efficiency

    Return Fundraising switched from a dialler platform they were dissatisfied with to MaxContact. They are now seeing improved productivity, enhanced user experience and excellent support - allowing them to focus on what matters most, raising funds for important causes.

    Service & Support
    Agent Performance
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    Return Fundraising switched from a dialler platform they were dissatisfied with to MaxContact. They are now seeing improved productivity, enhanced user experience and excellent support – allowing them to focus on what matters most, raising funds for important causes.

    Return Fundraising is a charity fundraising agency that conducts telephone fundraising campaigns for major UK charities such as Macmillan, British Red Cross, and others. With a team of 50 remote fundraisers, they rely heavily on efficient and reliable contact centre technology to help more charities.

    Payments & Collections
    Advantis: Transforming debt collection with automated payments

    As a leading debt collection and credit management agency, Advantis was spending too much agent time on basic tasks like taking payments and answering simple queries. By implementing MaxContact’s IVR, auto-payments, and webchat solutions, Advantis freed up their agents to focus on more valuable customer conversations and negotiations.

    Payments & Collections
    Payments & Collections
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    Advantis is a leading debt collection and credit management agency employing around 190 collection agents and 60 backroom staff. The business works with customers to create realistic and affordable repayment plans, allowing client brands to confidently outsource debt collection to a trusted, reliable and always compliant third party provider.

    Advantis’ sympathetic, customer-focused approach is as much about rehabilitating customer accounts as collecting money, prioritising both debt recovery and the preservation of customer goodwill. It’s also very much based on data collection and analysis, giving clients valuable insight that leads to better debt recovery outcomes in future.

    The company was founded on telecoms and utility company debt and this is still the core of the business. But current growth is focused on financial services, with Advantis now fully accredited to offer debt collection and credit management solutions to this heavily regulated sector.

    We spoke to Advantis’ IT director Brian Roscoe about the company’s growing ambitions and increasingly sophisticated communications requirements.

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    Public Sector
    Dudley Council Boosts Collections and Customer Service with MaxContact

    Dudley Council implemented MaxContact’s dialler solution, transforming their rental income collection process. The integrated solution empowered the Lead Income team to manage operations more effectively, enhancing both team efficiency and service to the community.

    Public Sector
    Public Sector
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    Dudley Council implemented MaxContact’s dialler solution, transforming their rental income collection process. The integrated solution empowered the Lead Income team to manage operations more effectively, enhancing both team efficiency and service to the community.

    Dudley Council is a large local authority in the West Midlands, serving a population of over 320,000 residents. The council manages a vast portfolio of over 21,000 properties, making it one of the larger social housing providers in the region. The Lead Income team, a crucial part of the council’s operations, is responsible for collecting all rental payments for council properties and chasing any arrears from missed payments.

    This team plays a vital role in ensuring the financial stability of the council’s housing services, which in turn supports the provision of quality housing and community services to Dudley’s residents. With such a large number of properties to manage, the team faces complex challenges in maintaining efficient operations, ensuring timely rent collection, and providing responsive service to tenants.

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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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