MaxContact Reviews 

We migrated from VICIdial to MaxContact OMNI last year, expecting a modern, fully integrated omnichannel platform. Unfortunately, the system has significant limitations that have negatively impacted our call centre performance.

Firstly, MaxContact does NOT offer a true omnichannel solution. Despite being marketed and sold as “OMNI,” the platform operates more like a multichannel system. Agents cannot handle voice and WhatsApp simultaneously. To send a WhatsApp message, they must log out of the voice campaign, switch campaigns, send the message, and then log back in again. This workflow is highly inefficient and defeats the purpose of true omnichannel engagement.

Examples of other key operational issues include:

• No playback speed control on call recordings (unless paying extra)
• No granular recycling rules based on number of call attempts
• Manual calls create duplicate leads
• Poor navigation, with lead data spread across multiple pages
• No effective real-time reporting across campaigns
• Weak callback controls, allowing agents to hoard leads
• Email templates cannot properly support images
• SMS and email channels do not support sticky agents
• Horrible alt number management, getting this sytem to simply dial a secondary number is a nightmare, etc

Based on the ongoing list of super basic operational shortcomings, our asumption is that this development team literally has no real life call centre experience.

We had a virtual meeting with management to discuss these concerns. We provided a detailed document beforehand, yet it appeared that little effort had been made to fully review or understand the operational impact of the issues raised.

Impact on Our Business

Since migrating to MaxContact, we have experienced:

• Reduced agent productivity
• Increased agent frustration
• Lower overall contact rates
• More operational inefficiencies
• 6 Months later, not one SMS, email or Whatsapp.

A true omnichannel platform should allow seamless interaction across multiple communication channels within a single workflow. In our experience, MaxContact does not currently meet that standard.

Some concerns have been acknowledged and placed on future quarterly update roadmaps, while others have simply been dismissed as “unimportant” or “not requested by other clients.” Rather than trying to understand why these features matter operationally, we were repeatedly told that “no product changes will be made” or that we should simply “change agent behaviour” to work around platform limitations.

Even more frustrating is that when raising concerns, many issues are immediately labelled as “setup errors.” However, when requesting functionality that the system claims to support — such as proper WhatsApp integration within workflows — the functionality either does not exist as expected or cannot be implemented by their own team.

At this point, continuing engagement feels counterproductive without a genuine willingness to understand and address the issues being raised.

We strongly recommend that any company considering MaxContact perform a thorough proof-of-concept and operational stress test before committing to the platform — especially if you require true omnichannel functionality. Ironically, since moving to MaxContact six months ago, our contact rates have dropped significantly...

We regret trusting MaxContact with our call centre platofrm, don't fall for this trap!

Update – 27 May 2026

We joined the MaxContact “OMNI” platform in December 2025. To date, we have not been able to successfully send any emails, SMS, or WhatsApp messages through the system.

The provider we signed up with has not been able to secure the level of support required, and the platform appears to have significant limitations. For example, basic functionality such as attaching images in email templates is not available, which is highly restrictive for our use case.

At this stage, we would strongly caution others to thoroughly evaluate the platform before committing, as it has not met the expectations set during the sales process. They claim to have an OMNI system but clearly, this is misleading!

Update – 1 October 2026

After multiple missed deadlines to deliver us an OMNI system, we have still not sent a single WhatsApp message. They now expect us to believe it will be done by December 2026 — a full year after we signed up for this false and misleading platform. No accountability from them, just false and empty promises!

Do not waste your time with MaxContact. To date, they have not accommodated us with as much as a single request. Excuses are the dish of the day. We signed up for this product to have WhatsApp integrated into our dialler. A year later… nothing!

We regret moving our PABX to this company!

Brilliant service from MaxContact. Quick to respond and arrange was is necessary. Demo held with Sales team and was thorough and very useful for us.

First class product, service and support. The onboarding process was efficient and seamless. Their technical experience and their comprehensive knowledge and understanding of our requirements was first class. The product itself enables us to communicate with our customers via a wide range of media such as emails, live chats, SMS and phone calls. The support they provide is of an extremely high standard - we would certainly recommend them.
Debitask Credit Management

Great communication and customer service. Nothing is too much trouble.

Great customer service experience and account management, MC has a great reporting/BI structure and dialler management. The system updates are more frequent and some really good additions to the software.

Thoroughly professional and knowledgible.

Fantastic service from the account managers and the entire support team. Very professional and always available to help. The system itself is very easy in use, has so many useful features and gives the results we need. Very happy

We are extremely happy with the service that Max Contact provides and they have their response times licked when it comes to responding to the client. Whenever we have had a problem they have been straight on it and then refer back a couple of days later to ensure the problem has been rectified. They helped out urgently for us too when a senior member of the team had an injury and was out of the business, total life-savers!

The effort and forethought that went into the integration and delivery, made the transition totally seamless.

The team have been utterly professional, knowledgeable and all I've come across have taken ownership of any issues that have arisen and solved them almost immediately.

Quick and easy to get a dialler up and running, you can use their built in reports or build your own on the website, either way they can easily be scheduled to send automatically to your favorite sFTP which is what all of our customers are after these days. The support team are awesome and always deal with issues quickly and simply. In the last three years our number of staff dialling has trippled and yet my work load is 50% of what it was four years ago. I am very happy!

From the start, the team has been so helpful in setting up and supporting the ongoing life of our calling experience. Compared to a few other calling systems we have used, MaxContact has beaten them all with flying colours in the system and the team. Easy to use and super customizable if you have the desire. 5 stars from us!

Been using Max Contact now for 2 years and really pleased with the ease of use of their dialler system and reporting suite. Excellent Service. Quick turnaround on issues being resolved. Keep up the high standards Max Contact.

We transitioned from using Salesforce & NVM to Max Contact and things are going smoothly - their support and development team are top notch, and we've had a reliable service so far.

Highly recommend!

Good transition to using Max Contact a few years back. Good support with API development. Customer Support is fantastic with very fast response times.

I have worked with MaxContact for a few years now and they have always been helpful when we have needed assistance or something new implementing.

We have been using Max Contact as our contact platform for little over a few years now and I would have no reservations in recommending it.

Everything from data importing, reporting, scripting, security and dialling are much better than we had in our previous software with another vendor.

The development team are also very open to updating the platform and have even implemented many of the feature requests which we have personally asked for over time - something which wasn't available with our previous software.

I also have a good working relationship with our account manager Nigel and many of the other teams across the business, who I know by first name, which makes the experience a much more personal and comfortable one.

It does what it is supposed to do.
The service is very good mostly the personal service help from Cal Mulvey

The best way to describe MaxContact would be painfully frustrating, but in a positive way. That sounds weird but the truth is the system is packed full of features that are so useful both day to day in the contact centre and for longer term planning. They would make the entire product industry leading and (dare I say) revolutionary, if they worked. And that's the frustrating part, they just don't seem to work!

Its not even in a major way, its often the smallest almost insignificant way, but it renders the entire feature worthless. If they could somehow manage to sort out all of these little bugs then they would be world beaters, but for now its just painful to use

MaxContact has been a breeze to implement and ingrain within our business. It's been able to revolutionise the way we handle our contact centre. The support staff are very attentive and knowledgeable of the product.