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Blog & Insights

Read the latest on making smart conversations happen in your contact centre.

Categories:

Dialler

08 Apr 2024

The Best Contact Centre Software Solutions  

For many businesses, delivering exceptional customer service – whether it be face-to-face or over the phone – is no longer a differentiator, it’s a necessity.  But keeping pace with evolving customer expectations can be daunting. Today’s customers expect seamless, omnichannel interactions across various touchpoints, from voice calls and emails to social media and chat platforms. …

Community

08 Apr 2024

Navigating the Challenges of Software Purchases and AI Implementation in Contact Centres

Have you experienced software regret? You’re not alone.  75% of companies experienced software regret from purchases made over the last 5 years. At an ‘Afterwork’ community event MaxContact’s CEO Ben Booth delivered an insightful talk on the challenges facing companies when purchasing software and implementing AI in their contact centres.  Drawing from his extensive experience…

Channel

08 Apr 2024

Optimising Outbound Campaigns with MaxContact CCaaS: A Partner’s Guide  

Outbound campaigns are an integral part of any company’s marketing and sales strategy. They can also be used for other reasons, such as after sales service, market research, collecting payments, confirming appointments and a host of other ways outbound features can transform customer experience.  In essence, an outbound campaign involves a business actively contacting potential…
MaxContact Training Team showing their customer engagement platform during a customer demo

Channel

21 Mar 2024

Beyond basic call routing: Why UCaaS isn’t enough for complex contact centres 

Unified communication platforms have revolutionised internal communications and collaboration but are too limited for contact centres  Long before the pandemic, Unified Communications as a Service (UCaaS) platforms became the communication tool for businesses across industries and sectors. Today, the global UCaaS market is worth around US$36 billion and is projected to almost treble by 2032.  …

AI

18 Mar 2024

What is sentiment analysis: How’s it used in call centres?

Imagine if you could hear the emotions behind every customer call? No more guessing if an interaction is positive, negative or neutral. Sentiment analysis allows call centres to understand the feelings behind the voices on the other end of the phone.  What is sentiment analysis? Sentiment analysis, also known as opinion mining, is a natural…

Industry Insights

18 Mar 2024

What is VoIP: A Guide to Voice Over IP for Contact Centres

Introduction The competitive nature of contact centres means that achieving exceptional customer service and keeping costs under control is a balancing act. Traditional landlines aren’t an option, and some contact centres opt for Voice over Internet Protocol (VoIP) as a cost-effective and flexible solution to ensure effective communication with customers. This guide explores the inner…

News

13 Mar 2024

MaxContact and TForge announce strategic partnership dedicated to transforming contact centre productivity in the South African market  

MaxContact partners with TForge, a leading contact centre software provider in South Africa, to deliver enhanced omnichannel customer experiences. Manchester, UK. 13.03.2024 – MaxContact, a provider of cloud-based contact centre solutions, today announced its partnership with TForge, a leading software provider with a deep understanding of contact centres, with a large customer base in South…
The AI Butterfly Effect; speech analytics is transforming the customer experience

AI

13 Mar 2024

The AI Butterfly Effect: How Speech Analytics is Transforming Customer Experience

We caught up with Ben Booth, CEO of MaxContact, Matthew Yates, VP of Engineering at MaxContact, and James Revell, Director of Whistl Contact Solutions to discuss the transformative impact of artificial intelligence (AI) in the contact centre. In this blog, taken from the rich discussion in a previous webinar, we explore the meteoric impact AI…

Channel

04 Mar 2024

MaxContact Announces Partner Programme: Empowering Resellers to Capture the Booming CCaaS Market

Manchester, UK – 04/03/2024 – MaxContact, a leading contact centre software provider, announced its plans to achieve double-digit growth by launching an indirect partner model. Aimed at supporting telecoms resellers, the model will allow partners to bridge their technology-capability gap by tapping into the rapidly growing contact centre market with a flexible, feature-rich, and competitively…
MaxContact Supports the UKNCCA

Industry Insights

18 Jan 2024

MaxContact demonstrates commitment to the contact centre industry by supporting the UKNCCA 2024

Manchester, UK – 18th January 2023 – MaxContact, a leading UK-based customer engagement software provider, announced its support of the UKNCCA 2024, an award programme recognising contact centre talent in the UK. Organisers, the CCMA (Call Centre Management Association), have added several new categories to the awards, including Sales Team Manager of the Year, Most…
MaxContact's Auto Dialler Software being used by a female contact centre employee

AI

03 Jan 2024

The Crucial Role of Instant and Accurate Customer Service

Customer service teams are the unsung heroes of businesses; they have the power to transform ordinary transactions into extraordinary customer experiences. The importance of customer service teams can often be overlooked by businesses but is seen as a necessity by customers who demand instant and correct answers to their questions. How do businesses support their…

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