Utility Renewals Ltd - Max Contact review

Right from initial discussions before purchasing the software to deployment the team at Max couldnt do enough for us - There were a few bespoke features we needed adding into the software before it went live, Max got these completed in a timely manner and offered support throughout. Ongoing the support function they offer is good, queries and issues are addressed very quickly and problems solved. We have a good relationship with our account manager and he is more than willing to address any issues we may have, put forward any potential suggestions we have in terms of product development etc.

Pros

The whole layout of Max contact is completely different to the old on-premise dialler we used to use - Its far more up to date and alot more user friendly. Very little training is needed for the end user moving from existing platforms as it is so easy to use and self explanatory. For me the IVR maker is another massive pro to this software - It is so easy to use and create quite complicated IVR's using literally a drag and drop function.

Cons

The reporting function within Max is in constant development. Historical software we have used has enabled us to write reports from SQL queries this isn't a function within Max so there are pre set reports to run - If there are any reports missing Max are willing to write these reports and publish within your instance.

Full of Potential

I like the product a lot, its a great improvement on the old solution we had before. I think the best way to describe it is painfully frustrating. Its so close all the time to being a brilliant, industry leading, product; but always somehow manages to slightly miss the mark in the smallest but most important ways. I can see a lot of potential in MaxContact and hope that the kinks can be worked out soon.

Pros

The dialler portion is packed full of features that make campaign and list management really easy. Separating inbound skills and outbound campaigns is a brilliant idea that makes call centre management really easy. The ability to create custom scripts, dashboards and reports on the fly allows the call centre to stay up to date

Cons

The IVR is very basic compared to other products limiting the amount of self service ability Lots of the features (particularly new ones) just don't work. I could come up with a really long list of promising features that would be a revelation if they worked, but they just don't work properly. Development of new features is really slow and time schedules are either not met or not provided to begin with

Not 100% What We Wanted

Pros

Great features, very complex features too.

Cons

It looked like a great piece of software but it was difficult to set up and manage.

Solid product, backed up by a first class on-boarding and support team!

The team have been utterly professional, knowledgeable and all I've come across have taken ownership of any issues that has arisen and solved them almost immediately.

Pros

The integration was so well throughout and delivered, that the transition to the new system was totally seamless.

Cons

That we didn't start using it a while ago..

APJ Solicitors - Max Contact

Pros

Unbelievable user interface which is up there with the easiest products to navigate around! Very good management portal with accessibility to make tweaks and changes tot he system. Never had 1 single issue with phone lines which is exactly what you want when having an automatic dialler.

Cons

Only con i would say is reporting, you have the base level reports within the systems and its very limited to what you can create yourself without paying for an extending version.