In the 5.0.19 release we are looking for Beta partners to try out our new speech transcription feature! This fantastic new feature allows you to see the conversations your users are having with customers allowing you to deep dive into the interaction. Future iterance's will bring more exciting additions to the feature such as sentiment analysis and many more. As well as this, we have addressed some minor issues and included some product updates to enhance your overall experience.

New Features

Introducing Speech Transcription for Beta Partners!

Supercharge your Quality Assurance with MaxContact's Speech Transcription – Now in Beta. 

Effortless Note-Taking: Automatically transcribe calls within 24 hours.

Enhanced Understanding: Dive deeper into customer interactions with accurate transcriptions, including speaker details and timestamps.

Easy Search and Retrieval: Effortlessly review and analyse conversations for targeted improvements.

Seamless Integration: Housed in the MaxContact platform, maximise the efficiency of your Quality Assurance process.

Ready to transform your QA game?

Become a Beta Partner https://www.maxcontact.com/products/features/speech-transcription-for-qa/

Product Updates

Manager Portal/Admin

Campaign Manager. A number of UI defects have been resolved within this page.

CTU. For people who utilise Custom Data Fields within CTU, we have extended the validation to allow more characters to be used. The only characters that are no longer allowed are "{}[]<> due to potential security implications of these being used.

Manager Portal/BI

Wallboards. An issue has been resolved where multiple permissions were required to ensure audio alerts played on wallboards. Now, if a wallboard can be accessed, it will play audio with only a single permission.

Dashboards. In certain circumstances the offered call stat would not increment, this was due to a set of circumstances being met that were not being accounted for. The offered call metric in queues now increments correctly when a call re-enters a queue, resolving a discrepancy between offered and answered stats.

Manager Portal/Quality

Recording Playback. In certain edge cases the Recording Playback page would not load any associated calls for a call recording. This was due to the list name for the calls containing a #. This has now been resolved and all associated recordings will load as expected.

	As well as the highlighted areas above, there have also been some minor quality-of-life improvements and software stability fixes added to the product.
	New additions are currently in the Beta phase of production. You may see this icon for areas containing these features and changes within the product.