MaxContact Software

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Find out more:

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About MaxContact

MaxContact is an omnichannel contact center solution that is designed for businesses across different sectors including BPO’s, financial services, utility providers, and more. Supporting inbound and outbound operations, MaxContact ensures that businesses have access to all the features they need in order to succeed. MaxContact's highly configurable IVR can automate processes for inbound channels such as payment processing, CRM lookups, and agent/caller matching. For outbound operations, MaxContact's predictive dialing algorithm automatically manages calls throughout the business day so agents can focus on calls that matter. Omni-channel capabilities allow agents to manage customers across all available channels, allowing them to handle a number of interactions at a...
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MaxContact User Reviews

OVERALL RATING

SECONDARY RATINGS

Ease-of-use

4.5

Value for money

5

Customer support

4.5

Functionality

4.5

Showing 1 - 5 of 11 reviews

Aaron

Company size: 11-50 employees

Industry: Utilities

Time used: More than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
4

Customer support

out of 5
5

Functionality

out of 5

February 2021

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.

Reasons for switching to MaxContact

Touchstar was becoming dated and the Hardware we had installed on premise was beginning to fail so we had the option of making the purchase of new hardware or making the jump to a cloud hosted dialler and we could future proof the business - This has turned out to be one of the best investments the company has made allowing us to continue to provide a service to our customers through home working which would have been very difficult to do with older, more out dated systems.

Response from MaxContact

Thank you for your feedback Aaron, we appreciate it. Thank you for being a MaxContact customer.

Replied February 2021

Callum

Company size: 51-200 employees

Industry: Financial Services

Time used: Less than 2 years

Review Source: Capterra

3

Ease-of-use

out of 5
2

Customer support

out of 5
3

Functionality

out of 5

January 2021

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

Reasons for switching to MaxContact

Touchstar is no longer being supported and the system was just outdated

Response from MaxContact

Thank you for your feedback Callum, it's great to hear that you think MaxContact has a lot of potential and but we appreciate and understand that you're finding some elements of using MaxContact limiting. We're investing more than ever before into our people, product and processes to ensure that we're always improving. A lot of the developments we focus on, are suggestions from our customers so thank you for the continued feedback. We really appreciate it and you, for being our customer.

Replied February 2021

Callum

Company size: 11-50 employees

Industry: Insurance

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
4

Ease-of-use

out of 5
3

Value for money

out of 5
2

Customer support

out of 5
4

Functionality

out of 5

November 2020

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.

Rob

Company size: 11-50 employees

Industry: Financial Services

Time used: Less than 6 months

Review Source: Capterra

This review was submitted organically. No incentive was offered
5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

February 2022

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..

Reasons for switching to MaxContact

To improve reliability and productivity.

Ryan

Company size: 51-200 employees

Industry: Legal Services

Time used: Less than 2 years

Review Source: Capterra

5

Ease-of-use

out of 5
5

Value for money

out of 5
5

Customer support

out of 5
5

Functionality

out of 5

January 2021

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.

Reasons for switching to MaxContact

Business needs

Response from MaxContact

Thank you Ryan for your feedback - great to hear you you're enjoying using MaxContact. As a part of our continued development we're working on the reporting functions within the platform too and will keep you updated of our progress.

Replied February 2021