Here at MaxContact we always look to push ourselves further, bringing our customers the best product we can. We've been working hard to bring a new build that contains features to project us further into the next generation of contact centre software. The latest upgrade is scheduled to be installed on your system in the coming weeks.

Whats new in MaxContact ?

Text to Speech

A New IVR Element has been added to support true text to speech. Speech Synthesis converts data held within your MaxContact database and presents audio to your customer using a human sounding voice. Benefits include; IVR Automation such as ID&V (Identification and Verification), Balance Enquiries, saving agent time and leaving customers a personalised high quality voicemail message.

New Dashboard Widgets

BI Widgets have been added to your Dashboard Designer allowing you to present reports and results codes within your dashboard whilst applying a date filter. At a glance, you can see how often result codes (both user and system) are being used by agents or within campaigns, lists and teams. This data can be presented in either a list or in a graphical format. Our new Custom Report widget has been added to display your custom reports as part of a live Dashboard.

Automated Payment IVR

With our new PCI -DSS Compliant Payment IVR your contact centre can now receive payments 24 hours a day 365 days a year with or without any agent involvement. This solution is designed fully bespoke to your requirements providing your clients with a great customer experience (This is an Optional Extra, please contact your Account Manager for Further Information).

Favourite Result Codes and Post Call Actions

Favourite result code is a new feature that allows agents to mark a result code as a favourite. Consequently, this allows the result code to be used within web agent before the call has been disconnected, allowing the agent to dispose of the call instantly saving time and increasing efficiency.

Post-call actions allows calls to be passed to an IVR routine, reducing average handling time by getting the system to provide the customer with verbatim information such as compliance messages or Terms and Conditions, allowing the agent to move on to the next call.

Reporting Requirements

Throughout the reporting suite, we have made report improvements that will help with the day to day production of your Management Information.  Each individual 'standard' report has had improvements added to boost the performance and reliability, either when generated manually or via the Report Scheduler.

Un-droppable

As part of our continual improvement strategy and helping clients easily exceed in compliance, we are proud to announce this new feature available in the 2.18 release. The feature works specifically with progressive campaigns currently and aims to have '0' drops by intelligently assigning agents to handle any progressive calls before the inbound calls are routed to them.

UI & Performance Improvements and Bug Fixes

Along with the above highlighted additions, there have been numerous other new features and changes added to further improve the product as a whole. Bugs that were identified via our support desk or through our own in house testing have been removed from the system, if you do come across any issues, please report these straight away to support so they can be fixed within a future software release.

Check back for user guides and training videos on the new features, coming soon.

Full List of Changes

Please follow this link to see a full list of changes to the product.