MaxContact Features
What are the features of MaxContact?
Dialing Options
- Preview Dialing
- Progressive Dialing
- Predictive Dialer
Agent Tools
- Omnichannel
- Whisper Coaching
- Callback Scheduling
Automation
- API / Integrations
Channels
- Voice
- Social
- Web Chat
Functions
- Session Queuing
- Auto Dialer
- IVR
- Inbound Screen Pop
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MaxContact Categories on G2
Filter for Features
Dialing Options
Preview Dialing | Presents information about the individual being called before the call begins. 27 reviewers of MaxContact have provided feedback on this feature. | 89% (Based on 27 reviews) | |
Progressive Dialing | Gives agent a predetermined amount of time to view call information before automatically calling. Similar to Preview Dialing. This feature was mentioned in 27 MaxContact reviews. | 98% (Based on 27 reviews) | |
Predictive Dialer | Based on 26 MaxContact reviews. Uses an algorithim to predictive when an operator will be available to handle their next call. | 93% (Based on 26 reviews) |
Agent Tools
Omnichannel | As reported in 27 MaxContact reviews. Ensures that the caller experience is seamless across their entire call. | 73% (Based on 27 reviews) | |
Whisper Coaching | Allows a supervisor to listen to a call and train in real time. This feature was mentioned in 26 MaxContact reviews. | 81% (Based on 26 reviews) | |
Callback Scheduling | Reschedules calls within the software itself, either through a prompt or by the agent themselves. This feature was mentioned in 26 MaxContact reviews. | 87% (Based on 26 reviews) | |
Call Recording | Based on 26 MaxContact reviews. Record calls to access or evaluate at a later time to ensure quality standards are met, and pause recording of live calls if necessary. | 93% (Based on 26 reviews) |
Automation
Voice Activity Detection | As reported in 26 MaxContact reviews. Decides response type by determining if voice is a human response or an answering machine. | 71% (Based on 26 reviews) | |
Voice Broadcast | Based on 23 MaxContact reviews. Presents a prerecorded audio message when the call is answered. | 78% (Based on 23 reviews) | |
Interactive Voice Response (IVR) | As reported in 26 MaxContact reviews. Use touch-tone signaling or voice recognition to automate the retrieval and processing of caller information by phone. Administrators can configure the IVR with multiple branches to improve the identification, segmentation, and routing of callers to qualified agents. | 87% (Based on 26 reviews) | |
Call Scrubbing | As reported in 26 MaxContact reviews. Removes phones numbers in an uploaded phone list of numbers in the National Do Not Call Registry. | 90% (Based on 26 reviews) | |
API / Integrations | Based on 26 MaxContact reviews. Application Programming Interface - Specification for how the application communicates with other software. API's typically enable integration of data, logic, objects, etc. with other software applications. | 83% (Based on 26 reviews) |
Channels
Voice | Provides voice call functionality. 29 reviewers of MaxContact have provided feedback on this feature. | 93% (Based on 29 reviews) | |
Social | As reported in 27 MaxContact reviews. Provides an interface for one or more social media channels. | 75% (Based on 27 reviews) | |
Web Chat | Includes or integrates with live chat initiaited from the company's web site. This feature was mentioned in 27 MaxContact reviews. | 80% (Based on 27 reviews) | |
Mobile SMS | Accepts contacts initiated through SMS or other mobile text functions. 26 reviewers of MaxContact have provided feedback on this feature. | 80% (Based on 26 reviews) | |
Allows CSRs to receive and answer customer emails. 28 reviewers of MaxContact have provided feedback on this feature. | 80% (Based on 28 reviews) |
Functions
Session Routing | Route calls to the most appropriate agent according to a series of factors, including the time of day, customer priority, IVR outcomes, and skill-based routing (SBR). Voicemails can be routed to agents during quiet call periods. This feature was mentioned in 25 MaxContact reviews. | 84% (Based on 25 reviews) | |
Session Queuing | Callers can be routed to a queue or placed on hold until an agent becomes available. 26 reviewers of MaxContact have provided feedback on this feature. | 86% (Based on 26 reviews) | |
Concurrent Calling | As reported in 25 MaxContact reviews. Place a large or unlimited volume of calls simultaneously without diminishing the call quality. | 91% (Based on 25 reviews) | |
Speech Analytics | Based on 24 MaxContact reviews. Provides some level of analytics based on keywords and vocal tones. | 76% (Based on 24 reviews) | |
Auto Dialer | As reported in 28 MaxContact reviews. Has auto dialing or predictive dialing functions for outbound use. | 92% (Based on 28 reviews) | |
IVR | Includes an interactive phone menu. 27 reviewers of MaxContact have provided feedback on this feature. | 93% (Based on 27 reviews) | |
Inbound Screen Pop | As reported in 26 MaxContact reviews. Populates CSR's screen with available customer data. | 85% (Based on 26 reviews) | |
Persistent Data | Maintains and shares information across channels and agents as the case progresses. This feature was mentioned in 24 MaxContact reviews. | 88% (Based on 24 reviews) |
Administrative
Session Summary Notes | As reported in 23 MaxContact reviews. Provide agents with notes or context information about a call. These notes can include information such as caller disposition or contact history. | 88% (Based on 23 reviews) | |
Administrator Access | Manage call records and agent tasks through administrative features. Provide agents with guidance during live calls, and interrupt calls with call barging to ensure customer satisfaction, if necessary. This feature was mentioned in 25 MaxContact reviews. | 91% (Based on 25 reviews) | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. 26 reviewers of MaxContact have provided feedback on this feature. | 79% (Based on 26 reviews) | |
Session Recording | As reported in 24 MaxContact reviews. Keeps records of agent-customer sessions for purposes of coaching, quality assurance, or regulatory purposes. | 90% (Based on 24 reviews) | |
Agent Scheduling and Assignment | Based on 23 MaxContact reviews. Provides workforce management functions such as scheduling and vacations, team assignments, and areas of expertise. | 83% (Based on 23 reviews) | |
Call Recording | Allows supervisors/managers to record and review telephone conversations of agents. | Not enough data | |
Reporting & Dashboards | Report on historical or real-time call center performance metrics, and access data through highly visual dashboards. | Not enough data |
Workforce Management
Agent Availability | Offers complete visibility into agent availability to efficiently create and manage schedules. | Not enough data | |
Skills Management | Organize, sort, and view employees based on skills and qualifications in order to make smarter workforce decisions. | Not enough data | |
Shift Scheduling | Plan employee work shifts according to availability and provide notifications to employees when they are scheduled. | Not enough data | |
Agent Self-Service | Allows agents to set their own preferences, request time off, and trade shifts. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Call Monitoring | Allow managers/supervisors to monitor calls for quality assurance purposes. | Not enough data | |
Performance Evaluation | Allows managers/supervisors to evaluate the performance of agents. | Not enough data |
Administration
Automation | Automates some or all operation related tasks | Not enough data | |
Performance Analysis | Monitors call volume and quality to evaluate agent performance. | Not enough data | |
Dashboards | Has a centralized dashboard for users to interact with. | Not enough data | |
Forecasting | Forecasts scheduling needs based on historical data. | Not enough data | |
Intraday Management | Tracks agent workloads throughout the day and helps supervisors allocate resources as needed. | Not enough data |
Platform
Omnichannel | Allows inflow of requests through various digital channels such as email, social media, etc. | Not enough data | |
Mobile Access | Allows users to access the software using mobile devices. | Not enough data | |
Queue Management | Provides queue management in case of increase in case/call inflow. | Not enough data | |
Call Routing | Allows distribution of incoming calls to agents. | Not enough data | |
Call Back | Allows users to request a call back. | Not enough data | |
IVR | Offers IVR (interactive voice response) for interaction between customers and a computer operated phone system. | Not enough data | |
Automatic Call Distribution | Allows automatic distribution of incoming calls to the agents. | Not enough data |
Generative AI
AI Text-to-Speech | Simulates human-like speech from text inputs. | Not enough data | |
AI Text-to-Speech | Based on 19 MaxContact reviews. Simulates human-like speech from text inputs. | 66% (Based on 19 reviews) |
