Making MaxContact

Unlock the power of CRM integrations with our 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 contact centre operations.

Once the MaxContact Marketplace is embedded into Manager Portal you can self-manage CRM integrations directly in MaxContact, saving time and reducing onboarding costs.

Auto Convert, a leading automotive CRM platform, helps businesses manage and nurture customer relationships effortlessly. With the new MaxContact integration, every completed call automatically creates a note in the relevant Auto Convert record. Using the customer account reference as a unique identifier, this integration ensures all MaxContact contacts are accurately linked to their corresponding Auto Convert accounts. This streamlined process saves time, reduces errors, and gives you a clear, unified view of customer interactions.

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

Here’s what it covers:

Network: Ensure you’re online, authenticated, and your softphone server is properly configured.

System Info: Verify your device, OS, and browser are compatible for optimal performance.

Devices: Confirm your audio and microphone settings, permissions, and default devices for seamless communication.

Our testing tool provides a quick, visual overview of softphone readiness, eliminating the guesswork in troubleshooting. It flags allowing users to resolve potential issues, ensuring your team stays connected and focused on what matters most.

We’re working on enhancements for the Softphone, it will have better reconnection logic, failover mechanisms, and user notifications. These upgrades ensure reliable communication even during network interruptions.

We’re introducing blind transfers, allowing agents to transfer calls during the “Ringing” phase. This means calls can be passed on instantly while the recipient’s phone is still ringing, without waiting for them to answer. This update helps reduce delays and improves efficiency in managing queued calls.

Use our Webchat API to transfer chatbot transcripts and pre-chat question responses into Contact Hub. When a chatbot encounters a query beyond its capabilities, the conversation seamlessly transitions to an agent – complete with the full transcript. This ensures agents have the necessary context to review prior interactions, enabling smoother and more personalised customer engagements.

We know your team are busy and contact centres are noisy. Stay on top of every call with real-time pop-up notifications, even when multitasking in other applications. This ensures agents never miss an inbound call.

We’re enhancing call handling by replacing the standard beep during call dialogues with configurable Whispers (Zip Tones). These audio cues provide immediate context about the call type or queue, ensuring agents know what type of call they’re handling before they answer.

Unlike the beep, which can be missed or misheard, Whispers are customisable and clearly communicate key details like “Transfer” or “Customer Service.” This improvement makes inbound call handling faster, clearer, and more intuitive for your team.

We’re conducting initial research to explore opportunities for smarter chatbot workflows as part of our product discovery process. This phase focuses on understanding how admins could create predefined workflows to address FAQs or provide static information, aiming to facilitate seamless self-service customer interactions and improve the overall customer experience.

Save Draft Interactions

Agents can save draft interactions in Contact Hub, allowing them to switch between tasks without losing unsent messages. This makes juggling multiple conversations easier and more efficient.

General UX Improvements

We’re making subtle but impactful changes to Contact Hub’s design and functionality based on your feedback. These updates enhance usability, helping agents work more effectively.

Unit Test Coverage

We’re reinforcing the quality of Contact Hub by improving unit test coverage. This ensures a more reliable product for you and reduces potential disruptions.

We’re planning a series of updates to enhance the speed and usability of Spokn AI, based on your feedback. These changes will improve the user experience across the Spokn AI, ensuring smoother navigation, faster processing times, and a more intuitive interface. Your input shaped these improvements—helping us make Spokn AI even better for your team.

Finding what you need in Spokn AI is now quicker and more precise. We’ve enhanced search filters to offer greater detail and flexibility, making it easier to uncover deeper insights. Now, you can search transcripts for specific keywords or phrases—whether included or excluded—then refine results further by layering in criteria like result codes, campaigns, users and more. Plus, you can save your filters for easy access later, streamlining your workflow so you can focus on what matters most.

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.

We’re improving how Spokn AI calculates dominant sentiment on calls. Using insights from hundreds of calls and your feedback, our updated formula offers a more accurate analysis of sentiment trends, providing you with a clearer picture of how conversations unfold.

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.