New Features

Hubspot Marketplace Integration

We’re thrilled to announce that HubSpot is now part of the MaxContact Integration Marketplace. Our Integration Marketplace allows you to easily connect your contact centre tech stack, unlocking efficiencies and insights that drive your business forward.

• Custom Filters for Precision Define specific criteria to ensure only the most relevant contacts are imported into MaxContact, tailored to your campaign or business needs. 
• Flexible Field Mapping Map standard HubSpot properties, such as names, emails and phone numbers, to MaxContact fields, giving you complete control over how your data is organised. 
• Customisable Import Options Take advantage of MaxContact’s API Import functionality to further customise the import process with all standard settings at your disposal. 
• Effortless Call Activity Logging Keep your team aligned and your CRM updated – after every call, key details are instantly logged in HubSpot

For more on this, see this article.

Outbound Skill Based Routing (OSBR)

We believe in the power of the perfect match. Outbound skill-based routing has been successfully used by our design partners and is now available in Beta, meaning increased call success rates by pairing contacts with the right agents to meet their needs.

We’ve made it easier to set up successful campaigns with Outbound Skill-Based Routing. Now, when you add skills to contacts in MaxContact, they’ll automatically be routed to the most suitable agents. This ensures stronger connections, happier agents, and better long-term relationships. 

To learn more about Outbound Skill-Based Routing and how to setup within the Manager Portal, watch this short 4-minute video: 

Alternatively, dive into the detail in our support solutions. 

Dynamic Nailup - Greater flexibility for Inbound calls.

We’re excited to announce the launch Dynamic Nailup, designed to put your team in control of inbound voice interactions. 

How does it work? Gone are the days of being permanently “nailed up” to receive all incoming calls automatically. With Dynamic Nailup, users can: 

• Choose to accept or reject incoming calls, offering greater autonomy. 
• Stay focused on critical tasks without needing to log out or switch to a specific break type. 
• Reduce context-switching for back-office teams, improving productivity and workflow balance. 

Whether it’s handling calls or focusing on other tasks, Dynamic Nailup makes it easier to adapt to the moment, reducing the mental load and minimising mistakes.

Learn More About Dynamic Nailup

Product Updates

User Portal/Contact Hub

Toast Messages. We’ve resolved an issue in Contact Hub where users saw toast messages whenever any user was removed from a queue, instead of only when they themselves were removed. Additionally, queues were incorrectly removed from users’ lists. Updates are now filtered by user ID to ensure accurate notifications and queue lists.

Callbacks. We’ve resolved several issues with callbacks: callbacks could previously be set using a space as a new number, callbacks without an assigned lead were not appearing in the Contact Hub’s Callback Manager, and it was possible to set callbacks for anonymous numbers. These issues have now been fixed to ensure smoother and more accurate callback handling.

Callbacks. We’ve fixed two callback-related issues: callbacks handled by another user were not being removed from memory causing the user to see incorrect information, and the UI was incorrectly adding labels into the phone number field when selecting an existing number. These issues have been resolved for improved functionality and accuracy.

Manager Portal/General

Call Reference. We’ve fixed an issue where references entered during a call with a new contact were not appearing in Recordings Playback, downloads from record history, or the history table, even though they were visible in the lead table. References will now display consistently across all areas.

Manager Portal/Admin

IVR's. We’ve fixed an issue where contacts via IVR Lead Lookup for inbound calls that hang up in the IVR were not being assigned fully. This caused failures in campaign updates, leaving contacts stuck in an un-callable state. Now, contacts will be correctly updated with an original campaign, ensuring they can be dialled again as expected.

Email Channels. To prevent performance issues caused by excessive email queuing, we’ve introduced a limit of 5,000 unassigned emails per mailbox. If this limit is reached, a notification will appear on the Channels page. For increases beyond this limit, please contact support.

Manager Portal/BI

Dash/Wallboards. EQT stats for digital interactions have been improved to provide a more accurate live view. Instead of using cumulative daily data, the system now tracks the last 100 interactions for a clearer and more meaningful representation.

Manager Portal/Reporting

Intraday report. We’ve resolved an issue with intraday reports where data from the hour before midnight (23:00 to 00:00) was sometimes missing. Reports will now include all data accurately, regardless of the time.

	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.