Contact centre software is designed to manage customer interactions across multiple communication channels, including phone, email, chat, and social media. It enables businesses to handle both inbound and outbound calls, automate workflows, track key performance metrics, and improve customer experiences.
Customers rely on our contact centre solutions for a variety of purposes, including reducing operating costs, improving agent management and engagement, accessing real-time insights, and ensuring business continuity.
Contact centre software includes features such as:
Skill-based call routing
Real-time analytics
AI-driven automation
CRM integrations
Preview Dialler
A Preview Dialler allows staff to review a call before it is placed. Relevant information about the lead is displayed on the screen beforehand, enabling agents to prepare for the conversation. Staff can choose when to make the call or use a countdown feature to maintain consistent call timing.
Preview Dialling combines automatic call placement with preparation time, giving customer service teams the context needed for personalised interactions. This approach works particularly well for campaigns involving sensitive calls or situations that require careful consideration, allowing agents to handle each interaction thoughtfully and professionally.
Benefits:
- Allows agents to review customer details and prepare for the conversation
- Reduces time spent on irrelevant or incomplete calls
- Supports more personalised and informed interactions
Agents can see previous interactions, notes, and account history, which helps in creating meaningful conversations and improving outcomes.
Progressive Dialler
A progressive dialler is a technique for making outbound calls that queues up the next contact in your dataset, ready to be dialled when the next team member becomes available. This results in the next lead being automatically dialled, which increases productivity and keeps the team active. This method is widely used and is intended to improve agent productivity whilst also removing the risk of dropped calls during outbound campaigns.
Benefits:
- Maintains a steady call flow without overwhelming agents
- Reduces idle time between calls
- Supports improved call productivity and results
Managers can organise contact lists and adjust call pacing to match agent capacity, allowing for balanced workloads and more consistent campaign performance.
Omnichannel Software
Omnichannel Call centre software delivers consistent customer service across multiple communication channels. Unlike traditional call centres, which are confined to one medium, an omnichannel approach connects your customers with your support team through a wide range of touchpoints, such as phone, email, live chat, social media, or SMS.
Our omnichannel software allows customers to change channels without any downtime. For example, if a customer begins a conversation on social media but decides to move it to a phone call, the agent can do so without any disruptions. The previous chat details will be stored in a secure database.
Benefits:
- Provides a unified view of customer interactions
- Maintains consistent messaging across all channels
- Allows faster and more informed responses
Agents can switch between channels without losing context, while managers can monitor engagement across the organisation to identify trends and opportunities.
Scripting
Call centre scripting gives agents a set of conversation guides to follow during calls. Scripts help maintain consistent messaging, provide accurate information, and support compliance. Dynamic scripts can adapt to customer details, allowing agents to personalise interactions while staying on track. This improves customer experience, reduces mistakes, and improves agent confidence.
Benefits:
- Maintains consistency in messaging and adherence to policies
- Reduces training time for new agents
- Supports compliance and regulatory requirements
Scripts can include dynamic fields that adapt to customer information, allowing agents to provide personalised interactions without compromising accuracy or professionalism.
IVR Automation
IVR automation lets callers interact with a phone system using voice or keypad responses. It collects information, directs calls to the right agent or department, and handles routine tasks like account queries or appointment bookings. This reduces wait times, frees agents for complex enquiries, and provides a smoother experience for customers.
Benefits:
- Directs customers to the correct agent or department
- Reduces call handling times
- Provides self-service options for common enquiries
IVR can collect basic information, manage queues, and handle simple queries without agent intervention, improving service delivery and customer satisfaction.
Knowledge Management Software
MaxContact's knowledge management software is widely trusted by contact centres across the globe. It is designed with the contact centre agents and customers in mind, providing them with quick and easy access to accurate information without the hassle of navigating through lengthy and confusing documents.
The easy-to-use interface acts as a single source of truth that integrates into the existing contact centre toolkit. It delivers answers to the customer through any communication channel an organisation chooses to interact with its customers.
Benefits:
- Provides quick access to product information, policies, and procedures
- Reduces time spent searching for answers
- Improves accuracy and service quality
Agents can reference guides, FAQs, and previous case notes in real time, enabling more informed and confident responses.
Workforce Management
Workforce management helps schedule agents, predict demand, and monitor performance. It ensures the right number of staff are available to handle calls, balances workloads, and reduces overtime. Historical data can help to plan shifts, managers can maintain service quality and keep operations running smoothly.
Benefits:
- Ensures appropriate staffing levels
- Reduces overtime costs
- Supports balanced workloads for agents
Managers can plan shifts, track attendance, and forecast call volumes based on historical data, which helps maintain service quality during peak periods.
Quality Assurance
Quality Assurance involves monitoring, evaluating, and improving customer interactions to maintain high service quality in a call centre environment. This includes call recording, agent performance reviews, customer feedback analysis, and adherence to compliance regulations. By implementing a strong QA strategy, businesses can improve customer satisfaction, improve agent efficiency, and identify areas for continuous improvement, ultimately leading to better overall service delivery.
Benefits:
- Identifies areas where agents may need coaching
- Ensures compliance with company policies
- Provides evidence for performance reviews
Supervisors can listen to calls, score interactions, and provide targeted feedback to agents to maintain high standards across the team.
Speech Analytics
Speech analytics is an advanced tool that uses artificial intelligence (AI) and natural language processing (NLP) to automatically transcribe, analyse, and interpret voice data from call centre interactions. It transforms every conversation into practical insights, allowing you to understand your customers better, fine-tune agent performance, and streamline your business processes.
Benefits:
- Detects customer sentiment, common issues, and trends
- Highlights areas for improvement in service or training
- Supports proactive issue resolution
Managers can monitor conversations at scale, identifying patterns that inform decision-making and improve customer experiences.
Conversational Voice AI
Conversational Voice AI uses advanced techniques, such as Natural Language Processing (NLP) and Natural Language Understanding (NLU), to analyse and understand the intent and meaning behind sentences so that AI assistants can understand and engage with your customers. Unlike traditional Interactive Voice Response (IVR) systems, Conversational AI understands speech patterns, intent, and sentiment, providing intelligent, context-aware responses.
Benefits:
- Provides 24/7 support
- Reduces agent workload for routine queries
- Improves customer satisfaction through quick responses
Conversational voice AI can answer common questions, collect customer information, and hand off complex issues to human agents, blending automation with personalised service.
Self-Administration Made Easy
MaxContact’s call centre software enables you to easily tailor the system to your business needs. Our platform, designed for simplicity, allows you to make quick adjustments without relying on technical support. Whether you need to update call flows, adjust agent permissions, or integrate new communication channels, MaxContact gives you full control. With user-friendly self-administration, you can improve your contact centre’s performance.
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