MaxContact has introduced Contact Hub Connect, a new agent interface designed to improve both customer experience and operational efficiency.
As customer engagement continues to shift toward digital channels, the platform aims to help businesses meet evolving demands by providing agents with a streamlined, multi-channel solution.
The rise of digital communication has transformed how customers interact with businesses. Kayleigh Tait, Head of Marketing of MaxContact’s, said, “Consumers now use an average of six touchpoints across different channels when making a purchase, compared to just two touchpoints 15 years ago.”
Contact Hub Connect addresses this change by offering a unified interface where agents can manage interactions across multiple platforms – email, web chat, SMS, and voice – all from a single inbox. This integration helps agents deliver seamless service across all channels.
The development of Contact Hub Connect is grounded in user feedback. Elin Simmonds, UX lead at MaxContact’s, said, “We involved users throughout the design process to ensure the interface meets their needs.”
By conducting interviews and site visits, MaxContact developed a tool that directly addresses common pain points faced by agents in sales, collections, and customer service.
Contact Hub Connect includes several features designed to enhance agent performance including Unified Inbox, Customer History Access, Enhanced Canned Responses, Spokn AI Integration and Seamless Digital-to-Voice Transition
Contact Hub Connect marks a significant milestone in MaxContact’s efforts to modernise customer service tools. As the platform evolves, MaxContact plans to explore further AI and automation integrations to enhance agent support, ensuring that businesses stay ahead of customer expectations.
For more information about MaxContact - visit the MaxContact Website
About MaxContact
MaxContact is customer engagement software that goes above and beyond to build smarter customer experiences. Our platform is packed with powerful features, accessible for businesses large and small, and ensures organisations can operate compliantly. Find out more about MaxContact
Author: Hannah Swankie
Reviewed by: Xander Freeman
Published On: 17th Sep 2024
Read more about - Latest News, MaxContact
