At Manchester Digital, we regularly shine a light on our members to understand more about their roles and their work within Greater Manchester’s digital and technology community. This week, we’re speaking with xxx at MaxContact.
For anyone who doesn’t know MaxContact, how would you describe what you do and who you work with?
MaxContact is an AI-powered customer engagement platform that helps organisations make every conversation count - improving productivity, conversion and customer outcomes across voice and digital channels. We work with contact centres and customer-facing sales and service teams, particularly in the BPO, finance, insurance, utilities, telecoms and debt collection sectors.
What problems does your platform solve for contact centres, and what kind of impact have you seen for your customers (e.g. efficiency, compliance, customer experience)?
MaxContact helps contact centres improve team performance by increasing the number and quality of live conversations. Our platform ensures the right customer is contacted at the right time, via the best channel, and connected to the most appropriately skilled agent. This is driven through intelligent automation, enabling teams to focus their time where it delivers the greatest impact. As a result, customers see performance improvements. With solutions like Conversation Analytics, team leaders can identify patterns such as effective objection handling, customer sentiment and behaviours that lead to successful outcomes. These insights are invaluable, enabling targeted training opportunities and continuous improvements across teams.
You’ve recently introduced more AI into the product – how are your AI capabilities (like Conversation Analytics and AI agents) changing the way your clients run their contact centres?
Our focus with AI is to automate intelligently, enhance agent performance and scale customer engagement - without losing the human touch. AI Agents help teams run operations by handling high-volume, routine conversations 24/7 across voice and digital channels - from common enquiries and appointment booking to lead qualification and basic support - while seamlessly handing off complex cases to human agents. Conversation Analytics gives leaders faster, clearer visibility into customer sentiment, compliance risk and coaching opportunities, so they can improve quality and performance in near real time.
MaxContact is a Manchester success story – what does being based in Greater Manchester mean for you, and how do you see yourselves contributing to the local digital ecosystem?
Being based in Manchester over the past ten years has kept us close to real businesses and real customer challenges - and shaped how we build our solutions: fast, practical and focused on measurable outcomes without adding complexity for the users of our products.
We’re proud to give back locally too. Alongside staying actively involved in the region’s digital community through partnerships like Manchester Digital, we support Manchester-based Mustard Tree as our focus charity through fundraising and volunteering to help tackle poverty and prevent homelessness. We also run our own MaxContact Afterwork events, bringing industry leaders together to share ideas and strengthen the North West tech network.
What kind of roles and skills are most important in your team right now, and how do you think about developing and attracting talent (e.g. early careers, diverse talent, new pathways)?
As we grow, we’ll look to bring in more roles across all our departments - product and engineering, data, customer success and operations - alongside commercial roles in sales and growth. More than anything, we want people who are customer-led, comfortable innovating and leveraging technology to produce data to make decisions, and able to move fast and lead through change.
We’ve recently welcomed a new Head of People to keep strengthening our culture as we scale. We hire for potential as well as experience and we back that up with coaching, internal moves and ongoing learning so people can build their careers with us. You can see our latest vacancies and what it’s like to work at MaxContact here.
What’s next for MaxContact – are there any upcoming innovations, sectors or initiatives you’re particularly excited about in the next 12–18 months?
Over the next 12-18 months, we’re focused on helping teams tackle rising costs, fragmented insight and uncertainty about adopting AI with confidence. Our priority is unifying the experience across the MaxContact platform, with workflow and AI at the heart, so organisations can move predictably from manual operations (high effort, low insight), to an enabled model (AI-supported teams and complete visibility), and towards a more autonomous future where AI handles volume and people focus on complex conversations. While contact centres will always be a huge part of our story, we’re also excited to take these innovations into new sector verticals where high-volume customer conversations happen every day. Watch this space.
Thank you!
To find out more about MaxContact, click here.
