Name: MaxContact
Author: MaxContact

Customer Training

Help Desk

Web and Video Conferencing

Customer Support

Batch Management Software

Functional Testing

Development

Business Intelligence (BI)

Collaboration

Data Extraction

Dropshipping

Emissions Management

Intellectual Property (IP) Management

Privacy Policy Generators

Statistical Analysis

Workflow

Enterprise

Accounting

Accounts Payable

Crypto Tax

Online Trading

Subscription Management

Treasury Management

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Compliance

HR Management

Payroll

Relocation

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

AI Agent Builder

AI Governance

Authorization

Cloud Storage

Custom Software Development Services

Data Center Virtualization

DevSecOps

Fraud Detection

Infrastructure-as-Code (IaC)

Integration Platform as a Service (iPaaS)

Managed Public Cloud Infrastructure

Network Performance Monitoring

Secure Email Gateway

Sensitive Data Discovery

Session Border Controllers

System Monitoring

Time Series Databases

Tower Servers

Web Portal

Information Technology

A/B Testing

AI Image Generation

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Content Management

Email Marketing

Market Intelligence

Marketing Automation

Social Media Advertising

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Lead-to-Account Matching and Routing

Sales Enablement

Sales

Cloud Infrastructure Entitlement Management

Secure Service Edge (SSE)

Security

Architecture

Banking

Digital Forensics

Financial Services CRM

Internet of Medical Things

Vertical-Specific

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### Support and Service Management
Users consistently praise MaxContact's support team for its responsiveness and understanding of business-critical needs. The support team's quick responses and willingness to address queries and issues promptly have been highlighted as key strengths. Additionally, users appreciate the ease of self-management and the dedicated account managers who provide valuable assistance. The overall sentiment towards MaxContact's support and service management capabilities appears to be positive, with users emphasizing the importance of timely support and effective communication in their interactions with the platform.

### Feature Development and Integration
While users praise MaxContact for its great and complex features, there are concerns about the functionality and reliability of some new features. The development team's pace is perceived as slow, with issues around feature performance and timeliness of updates. Despite these challenges, users appreciate the user-friendly interface and management portal for making tweaks and adjustments to the system. The ongoing development of the reporting function is noted, with users highlighting the need for more customizable reporting options.

MaxContact is a versatile and user-friendly solution that has been praised by users for its professional support and prompt issue resolution. Customers have reported that the support function is responsive and addresses queries and issues quickly. The product itself is described as modern and intuitive, with informative and interesting demos that help users get up to speed easily.

Another key use case of MaxContact is its account management feature, which customers have found to be proactive and willing to address any issues or suggestions for product development. Users have noted that the software is a significant improvement over previous solutions, although some minor areas for improvement have been identified.

Overall, the experience with MaxContact has been described as good, with no major complaints. The software is easy to use, backed by a prompt support service. Furthermore, customers have expressed satisfaction with the value for money provided by MaxContact, as it offers competitive features at a similar price point to other companies in the market.

Seamless Integration: Many users have praised the integration of the new system, stating that it was well thought out and delivered seamlessly. This has made the transition to the new system easy and smooth for them.

User-Friendly Interface: Several reviewers have found the layout of the software to be completely different from their previous on-premise dialler, but in a good way. They mentioned that it is more up-to-date and user-friendly. They also emphasized that very little training was needed for end users as the software is easy to use and self-explanatory.

Powerful Dialler Features: Numerous users have praised the dialler portion of the software, mentioning that it is packed with features that make campaign and list management easy. They appreciate its flexibility to create custom scripts, dashboards, and reports on-the-fly, which helps their call center stay up-to-date.

Reporting Function Still in Development: Some users have mentioned that the reporting function within the software is still being developed and lacks the ability to write reports from SQL queries. They have expressed frustration with the limited options for customizing reports and have highlighted the need for more flexibility in generating tailored reports.

Basic IVR Feature: One user has stated that the IVR feature in the software is very basic compared to other products. This limitation restricts self-service abilities and may hinder customer interactions, according to this reviewer.

Issues with New Features: Several users have expressed frustration with the software's new features. They have reported that many of these features do not work properly or are not fully functional. These reviewers also mentioned slow development of new features, missed timelines, and a lack of transparency regarding release schedules.

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

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Priority

Premium

Vonage Contact Center

MaxContact

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Outbound dialler - Compliance vs Productivity

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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MaxContact

Overview

What is MaxContact?