Meet the Partner: MaxContact

This month, we speak to Richard Coward, Enterprise and Strategic Partner Director at MaxContact, a Contact Centre specialist company that provides cloud-based contact centre software, tailored to businesses.

Who are MaxContact?

MaxContact is a customer engagement technology company with a difference. We offer adaptable and scalable contact centre solutions. Our robust platform perfectly fits sales, customer service, and debt collection teams, streamlining processes, enhancing customer experiences, and giving you clear insights into your team’s performance—no matter where they work. MaxContact has been ranked one of the top 50 fastest-growing technology companies in the North by the Northern Tech Awards consecutively from 2021-2023 and in 2022, received the IT Vendor of the Year Award from BCS, The Chartered Institute for IT, and Computing Magazine.

How did the company begin?

In 2015, Ben Booth, now the CEO, co-founded MaxContact with other contact centre professionals. They established the company with the goal of addressing the frustrations experienced by organisations with providers that over-promised and under-delivered in features, support, and resilience in the CCaaS (Contact Centre Software as a Service) market. Since then, MaxContact has become one of the UK's fastest-growing contact centre software specialists.

Who is in the MaxContact team?

MaxContact's team includes dedicated individuals with over 250 years of combined experience in the contact centre and customer engagement industry. Our in-house team, currently around 65 staff members, is set to expand to over 100 by 2025.

Who are MaxContact’s current customers?

Our customers represent a range of industries, utilising our platform in distinct ways to achieve their business goals. We're known for our agility, catering to the diverse needs of sectors like finance, business process outsourcers (BPO), utilities, communications, and retail. From enhancing customer interactions to boosting sales, our adaptable solutions drive success across each one of our unique customers.

Which key challenges do your customers face, and how does MaxContact help solve them?

Our customers often face challenges in improving customer experiences, increasing sales revenue, boosting customer satisfaction, and handling customer interactions efficiently. MaxContact's platform helps our customers overcome these challenges through various solutions, such as omnichannel capabilities, outbound dialling, inbound customer engagement management and simplified yet powerful features that enhance team productivity.

Who are your ideal future customers?

The MaxContact solution stands out for its agility, scalability, and adaptability to meet clients' unique needs across various industries. We partner with customers of all shapes and sizes, from SMEs to large enterprise businesses, and provide each with the same comprehensive support – that’s just one of the reasons we have a 97% customer satisfaction rating.

What’s currently new at MaxContact?

We have recently secured significant investment to accelerate business growth and the development of AI technology within MaxContact’s product. This investment will grow our UK-based team to over 100 by 2025 and enhance our AI-driven technology offerings, focusing on delivering cutting-edge solutions to our customers and continuing to expand our product roadmap.

How does the MaxContact platform work?

The MaxContact platform is a cloud-based contact centre platform designed to empower sales, customer service, and debt collection teams. We offer a range of features, including omnichannel communications, outbound dialling methods, and inbound customer engagement management. Our platform is designed to flexibly fit around your business and can meet the unique needs of any client, whatever their requirements.

What makes MaxContact unique?

What sets MaxContact apart is its no-nonsense approach and its commitment to delivering value for money and supporting our customer’s growth. With a focus on simplicity, 96% of customers say MaxContact's product is easy to use. Our solution is uniquely agile and provides our customers with actionable data, helping them achieve their goals. Our 100% UK-based support team and custom training options contribute to our unique customer-focused approach.

Who else do you partner with? Any emerging marketplaces and technologies retailers should look out for?

At MaxContact, we've formed partnerships with various technology partners to enhance our solution. Our AI-driven chatbot allows customers to self-serve, empowering agents to handle complex queries, improving efficiency and enhancing customer experience. Speech analytics automates call analysis to extract valuable data. Interpreting language and speech characteristics helps provide insight into areas such as customer trends, agent performance, and quality assurance. Finally, our comprehensive workforce management tool looks at all the interactions in your contact centre and uses statistical analysis to ensure that you have the right number of staff in place, with the right skills, to meet your goals.

Where do you see MaxContact in 3 to 5 years?

We plan to continue our growth trajectory in the next 3 to 5 years. Our recent funding has accelerated our growth plans and will allow us to expand our team and continue our development of AI technologies and our product roadmap. We aim to continue providing a best-in-class service, enhancing customer interactions, and growing our network of valued clients.

Why did you decide to partner with Whistl? 

Whistl is a market leader with blue-chip clients and huge experience across their team. Whistl provides us with great ideas to input into our product roadmap to ensure our solution continually evolves in line with market trends. Whistl also has core values and a culture that aligns with our values and culture, allowing us to create a mutually beneficial partnership. 

How do you see your partnership with Whistl evolving?

Over the coming months and years, we see our partnership evolving with Whistl, where MaxContact can help Whistl retain existing clients whilst attracting new customers by offering innovative solutions to solve problems, which improve efficiency and productivity whilst ensuring compliance. The long-term goal is for MaxContact to become Whistl’s supplier of choice for all telephony and digital communications and the supplier they turn to first to help solve their business challenges.