As part of our continual improvement strategy, we are pleased to announce the latest major release to the MaxContact solution is now ready to be deployed onto your environment. The update includes several additions to the product alongside some bug fixes and graphical improvements to the user experience.

Drop-less Predictive Algorithm

Following the release of our Undroppable Progressive Algorithm in 2.18 further enhancements have been made and we are now excited to announce the release of our Dropless Predictive Algorithm. This algorithm has been designed to work in a blended or outbound only environment, with the aim of running Predictive campaigns with a drop rate as close to 0% as possible. This algorithm does require larger volumes of agents to be logged onto the campaign, the larger the volumes the closer to 0% we can achieve. If you would like to start using this feature please contact support who will help with the setup and configuration. This is a BETA feature and will be further enhanced in future releases.

Emergency Inbound Routing

A new feature which allows you to put the dialler into 'Emergency Override mode'.  In the event of an emergency, such as a fire, you can quickly change all inbound routes to an different IVR routine.

New Advanced IVR Elements

Branching

The purpose of this feature is to simplify complex IVR flow that could route to many different directions based on set criteria. For example, based on the value of a customers account, you could route the call to a higher skill or priority agent to deal with the call.

Get Live Stat

An IVR element which retrieves real-time statistical data and stores that data for later use. The great thing about this feature is that it can be used in conjunction with the Text To Speech element to read back information to a caller or can be used with the branching element to check staffing levels and then redirect calls to another queue if required.

Lead Lookup

Allows the system to look up a lead using other information besides the inbound phone number the caller may have called from. This can be used to lookup leads using a phone number or account number during the IVR process, significantly saving the agent’s time as the system would have carried out the lookup prior to the caller being put through to an agent.

Create lead

Allows for the immediate creation of a new Lead from an inbound call. If using the lead lookup element above, for example, and the lead doesn’t exist, the system can automatically create a new lead for the caller before the call is transferred to the agent.

Secure DTMF Capture widget

A new IVR element that allows the system to capture digits in a manner that meets PCI-DSS requirements. This element works in a way that ensures sensitive information is not stored in the database and is not present in any of the trace logs. This provides complete assurance that your IVR payment process within MaxContact is fully compliant.

New Inbound Intraday Report

As well as fine tuning existing MI reports, we have also added an new inbound report. This report shows inbound statistics on 15-minute intervals by Queue. This report is extremely useful as it will provide SLA stats, queue/handle times, abandoned rates and many more useful statistics.

SMTP Settings

You can now add your own SMTP details into MaxContact for the use of sending outgoing emails through the scripts or scheduled reports.

UI Improvements

Based on client feedback we have made significant improvements on the user interface of the CTU and Inbound Skills administration sections of the MaxContact Solution to enhance the user experience. 

For the full list of changes and fixes click here.