We’re excited to announce the latest new features in MaxContact version 3.8.

In this release, you’ll benefit from the introduction of custom data fetching, which gives you access to powerful data segmentation, profiling and targeting options to make your campaigns more effective with less manual data management from you and your team.  

This significant development has taken over 2,500 development and testing hours and is just one of many major releases in the coming weeks.

New Features

[FR] *Custom data fetching.

Custom Data Fetching allows you to get more granular and targeted with your campaigns without the manual effort of managing multiple data sets, saving you time and removing complexity.

It enables you to use advanced calling strategies within MaxContact, so, If your business is looking at driving sales in a specific postal code area and wants to prioritise a particular demographic group – custom data fetching allows you to segment and prioritise your calling based on any field within your data  – without the need for multiple lists.

How is this different?

Before custom data fetching, you will have needed different lists for different data types; custom data fetching has made campaign data management much easier and more intuitive.

It allows you to segment your data by any field within one list and configure weightings on multiple data segments to help with prioritisation. All whilst you remain in control, with the ability to fine-tune your targeting and calling strategy throughout the day.

So, ultimately, you keep powerful data segmentation but get a simplified data structure and easy management – less effort, but more effective campaigns. 

Custom data fetching in action

This coveted feature is useful to large and small organisations, but here’s an example of how a business could use it…

Say you have a list of 250,000 records in the dialler and you have ten segments of customers you want to dial at different rates. Within one list you can select various fields that you’re interested in, add a weighting, a priority and a call rate and your campaign will run prioritising the data you want and the rate you specify.

Which means your teams are focused on groups of prospects that are most likely to buy your products or segments of your customer base that are typically more valuable to your business.

Custom data fetching is an advanced feature so should you have any questions, please contact your account manager, and we’ll be able to take you through the best ways to get the most out of it within MaxContact.

In the meantime we’ve also created this useful guide.

*Data expiry.

With data expiry, we’ve relieved yet another data management headache.

This feature allows you to set an expiry date for any data that import into the system. So you can be confident that your teams won’t have access to old data or data that’s got an expired license.

Once the expiry date is set, that’s it. Your data will be deactivated within the system automatically, along with any related callbacks, from midnight on the date selected.

Whilst you’ll still get access to the data for reporting purposes you can be sure your teams won’t be contacting data they shouldn’t be.

For more information, see this guide.

*Time in status grid alerts.

The configurable grid element on the dashboard and wallboard now allows for multiple alerts to be set up against the different available agent statuses. Once the alerts are set up, the grid will provide a visual indicator against the time in status column, showing agents that are approaching the set alert time or have surpassed it.

Currently, we have designed a progress bar-style view, though we are also planning on expanding on this feature in future releases. Your feedback is appreciated and will directly influence how this feature is developed moving forward.

See this guide for the current functionality.

Manager Portal/Admin

Schedule improvements. We have changed the way schedule changes effect webchat and email channels to improve their functionality.

SFTP uploads. More security options have been added to SFTP uploads in the Plans section.

Scripting. Some customers experienced an issue with scripts populating incorrectly when receiving inbound calls. We have resolved the issue and the correct scripts will now show based on the scenario reported.

Manager Portal/BI

New revenue stat added. A new statistic has been added to live stats for 'Revenue Per Man Hours' that calculates revenue divided by total logged on time.

UI improvements. We have added various performance and UI improvements to Dashboards and Wallboards.

Manager Portal/Data

DNC improvements. Some users experienced an issue with the 'Lead Search & Edit' page not allowing a lead to be added to a DNC list. The page has had improvements added to remove the intermittent error.

Import rejects. The system will initiate an automatic removal of reject import numbers after 90 days, as previously, these were stored permanently.

Manager Portal/Reporting

Agent status tracking table. We have implemented a new table within the system which will allow us to improve the way agent statuses are tracked. Reports will remain unchanged in this version but future updates will use the new table to allow better tracking of occupancy statuses.

Manager Portal/WebAgent

Agent generated emails. When an agent creates a new email interaction, the email script will appear so they can use the quick responses functionality, if present in your script(s).

Scripting. Some general UI fixes have been added to the scripting and how it displays the type of interactions to the agent.

Web agent scrollbar. Some users reported an issue where the scrollbar in the Web Agent would not become visible leading to a UI issue when on a conference call. This has been resolved in this update.

 [FR] - This new feature/change has been added as a direct result of a customer feature request(s).

* New additions are currently in the Beta phase of production. You may see the following icon for areas containing these features and changes within the product;