MaxContact Features

MaxContact’s agent user interface lets you deal with your customer, not your dialler. Designed with agents, for agents – it’s intuitive and functional for more speed and improved accuracy. Removing distractions so your agents can focus on what matters.

Manage global interactions from anywhere. With contact level time zones feature release, you can import contacts and select a calling time (from the permitted range), all in a single target list. Your contacts will be called at the right time for their time zone, meaning you don’t have to do the maths!

Digital transcript download is a much-requested feature. This quarter we’ll be delivering this functionality across Web Chat, Email and SMS, including any attachments.

A request from a valued client... Would like to be able to have a user logged into both outbound call queue and webchat queues, and if there was a way of transferring the customer's record from chat to outbound, so it becomes a part of the outbound campaign.

We would like to have a QA scorecard implement with customizable questions per campaign and flexible benchmarks. Please see example attached of an existing process we have.

A request from a valued client... Would like to have the same functionality of transferring a call to a queue but for user to user transfers. The option to Conference in another user, instead of cold transfers.

A request from a valued client... Larger contact centres have multiple break reasons for specific campaigns and need to be able to show only certain breaks to agents on certain campaigns.

Set time restrictions on the times teams can transfer to certain queues

We're currently limited to 10 filters on the wallboard which we use to show our individual agents performance. We have been recruiting and now have more agents but can't show them on the board! If we could get more filters added in that would be amazing! Thanks

We know that lots of our clients utilise one of our partners to send an SMS to their customers in bulk. While we know this works for some of our customers, we also know we can add more functionality and linkage to your customers in our system if we bring this into our core product. We have been talking about this quite a lot recently and would be keen to hear any thoughts you have around what you would like to see? Do you want to send standard messages or would you also like to be able to send messages with a link to a landing page that you can customise, something like the below? What type of configuration would you want for your Bulk SMS Campaign? We are thinking about making it so you can upload lists of data and control at what pace the SMS' should be sent and also have some triggers to pause/start the campaign automatically? Let us know your thoughts as we want this to be the best it can be for you all. Thanks MaxContact Product Owners