Making MaxContact

Uncover the DNA of successful sales calls with Spokn AI Success Intelligence.

Our advanced AI analyses 100% of your team’s conversations, automatically surfacing key topics, objections, and winning strategies. No more relying on limited call samples or gut feelings.

Transform your coaching approach with data-driven insights for each team member. Provide precise, actionable feedback that drives rapid improvement.

Optimise your sales process by understanding why customers reach out and how to overcome objections. Spokn AI Success Intelligence automatically categorises and correlates objections with outcomes to refine scripts and improve campaign performance.

Available for existing Spokn AI customers in Beta from November 2024.

Spokn AI will soon support per-channel speaker separation, designed to improve the accuracy and depth of your speech analytics. This enhancement brings several benefits:

• Accurately Identify Speakers: Automatically distinguish between agent and customer voices, providing clarity on who said what.
• Enhanced Transcription Accuracy: With clear speaker separation, transcriptions become even more precise, reducing errors and improving the reliability of insights.
• Detailed Interaction Insights: Gain granular data such as talk time, silence, and talk-to-listen ratios for both agents and customers, empowering your team with actionable analytics to improve performance.

This feature opens new possibilities for deeper conversation analysis and better customer engagement strategies.

Following extensive usability testing with our customers, we’re excited to introduce new and improved filtering functionality in Spokn AI, set to launch in Q4. Our research revealed that users wanted greater control and more intuitive ways to access the specific insights they need.

In response, we’ve refined our filters to:

• Work Smarter and Faster: Navigate your data with ease with an improve filter layout, plus the ability to save frequently used filters.
• Greater Data Interrogation: With more filters than ever before, allowing you to gain greater insights from 100% of your conversations.

These improvements will help you unlock valuable insights faster than ever, making Spokn AI even more user-friendly and impactful for your team.

Experience our next-generation agent interface for Connect package and digital license plan users. Using the latest design principals, we’ve made Multi Channel communications even easier. With a clear navigation, easy to access features and the ability to jump between channels quickly.

This unified platform enables seamless omnichannel interactions, including SMS, Web Chat, Messenger, WhatsApp, and Email. Deliver consistent, high-quality customer service across all digital touchpoints.

Unlock the power of CRM integrations with the upcoming MaxContact Marketplace. Connect your existing CRM platform to MaxContact quickly and cost-effectively. Centralise your systems, align your data, and make informed decisions based on a holistic view of your operations.

This integration will enable a two-way sync between MaxContact and HubSpot CRM. It allows MaxContact to pull data from HubSpot based on specific triggers, such as new record creation, and push this data into MaxContact.

Additionally, upon call completion in MaxContact, the integration will create a call engagement in the relevant HubSpot record, using the customer account reference as a unique identifier to ensure all contacts in MaxContact are correctly tied back to the corresponding HubSpot account (and if none exists a new contact is to be created).

Upon call completion in MaxContact, the integration will create a note in the relevant Auto Convert record, using the customer account reference as a unique identifier to ensure all contacts in MaxContact are correctly tied back to the corresponding Auto Convert account.

The Softphone Testing Tool is designed to ensure agents experience the best possible connection while using MaxContact. It will:

• Test Media Accessibility: Ensure your agents can access the media they need, without interruptions.
• Monitor Latency & Browser Capabilities: Identify any delays or browser issues that could affect performance.
• Identify Network Blockers: Quickly detect any network connectivity or firewall blockers that might disrupt agent connectivity.

Ideal for businesses with hybrid work environments, this tool ensures your technology is running optimally, minimising downtime and maximising productivity. With the Audio Testing Tool, you can proactively flag and troubleshoot issues, keeping your team connected and focused.

We’re looking to future-proof your contact centre with our robust infrastructure enhancements. As we expand our system’s processing capabilities, you can scale your operations confidently without compromising on performance. Ensuring reliability and responsiveness, even as your business grows.