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Categories:

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…

Industry Insights

18 Nov 2023

Contact centre predictions for 2024

This has been a year of challenge and change for the contact centre industry. On one hand, the hype around ChatGPT brought AI into the mainstream, even if AI-powered chatbots and speech analytics have been part of advanced contact centre solutions for a number of years. With growing customer and agent acceptance, the continuing development…
It leaders ops report maxcontact

Analytics and Optimisation

30 Oct 2023

Insights for your IT strategy

In a poll of IT leaders carried out for MaxContact in August 2023, 99% of respondents said they were planning to invest in digital transformation over the next 12 months. So it’s clear this is an area of focus, but what are their priorities, and – in a challenging economy – what will they spend…
The Evolving Contact Centre Landscape report

Industry Insights

30 Oct 2023

Contact Centres: Data driven insights from the inside

In August 2023, MaxContact conducted some in-depth research into the current state of the contact centre industry. We quizzed over 100 contact centre leaders on the trends and challenges that will drive their strategies in 2024 and beyond. The research uncovered lots of interesting and useful information. You can download the full report – The…

News

26 Oct 2023

Industry research unveils how IT Leaders can support customer experience functions more effectively

MaxContact, a leading UK-based customer engagement software provider, has shared findings from their new report – ‘Operational Efficiency and Customer Experience: Insights for your IT Strategy.’ This study, based on a survey of 100 UK-based IT leaders, serves as an invaluable resource, offering data-backed insights on processes, technology, customer experience, operational efficiency and digital transformation….

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