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MaxContact Auto QA

maxcontact.com

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Spec score 8.9 #3 of 63 in Customer Service QA Software

What it is

MaxContact Auto QA applies configurable quality scorecards to contact centre interactions, with AI scoring conversations against criteria and linking each evaluation to transcript evidence. Teams can select which interactions are eligible by campaign, result code, agent, or volume. It analyzes calls, chats, and email, and scorecards can track script adherence, regulatory compliance, data protection requirements, and indicators of vulnerable customers. Critical questions can automatically fail a call regardless of its overall score; sequence-aware checks can verify that required steps happened in order. The product brings coaching opportunities, compliance risks, performance trends, flags, and transcript moments forward for review. It runs on web and via API, integrates with contact centre and CRM platforms, and is offered standalone or as an add-on. Pricing is on request, typically based on conversation volume, with flexible monthly or annual contracts. The FAQ says most deployments take less than a day, with monitoring possible within 24 hours. MaxContact is based in Manchester, United Kingdom, and was founded in 2015.

Spec sheet

What it does
MaxContact Auto QA automatically applies configurable quality scorecards to eligible calls, chats and emails inside Conversation Analytics.Read 21 Oct 2026 · maxcontact.com
Purpose
Auto QA automatically applies customizable quality scorecards to eligible contact centre interactions, helping teams scale quality monitoring.Read 29 Sep 2026 · maxcontact.com
Deployment
The FAQ says most deployments take less than a day and teams can monitor conversations within 24 hours.Read 29 Sep 2026 · maxcontact.com
Integrations
Auto QA connects to contact-centre and CRM platforms through APIs; the site links HubSpot, AutoConvert, Salesforce, Orca and Zoho integrations.Read 21 Oct 2026 · maxcontact.com
Security
MaxContact states that its security programme includes ISO 27001 certification, private segregated infrastructure, access controls and payment-compliant call recording.Read 21 Oct 2026 · maxcontact.com
Compliance
The page describes monitoring script adherence, regulatory compliance, data protection requirements, and vulnerable customer indicators.Read 29 Sep 2026 · maxcontact.com
Support
MaxContact describes UK-centric support as one of its company values.Read 29 Sep 2026 · maxcontact.com
Headquarters
Manchester, United KingdomRead 28 Sep 2026 · maxcontact.com
Founded
MaxContact says it launched in 2015 after four years of development; CB Insights also lists 2015 as the founding year.Read 21 Oct 2026 · maxcontact.com
Company
The site identifies the company as Trivoni Software Ltd and gives its registered address as Blackfriars House, St Marys, Parsonage, Manchester M3 2JA.Read 29 Sep 2026 · maxcontact.com
Agent access
Agents can view their own quality scores, feedback and improvement recommendations through dashboards.Read 21 Oct 2026 · maxcontact.com
API documentation depth
The Lead Management API page documents REST usage, authentication and tokens, response entities and numerous lead-management methods.Read 21 Oct 2026 · maxcontact.freshdesk.com
Auto-scoring
AI evaluates interactions against user-defined scorecards and produces consistent scores without manual review of every interaction.Read 21 Oct 2026 · maxcontact.com
Automation controls
Teams can choose which interactions qualify for automated scoring by campaign, result code, agent, or volume.Read 29 Sep 2026 · maxcontact.com
Automation rules
Users can choose interactions for automated scoring by campaign, result code, agent or volume.Read 21 Oct 2026 · maxcontact.com
Availability in platform
The packages page presents Auto QA as a standalone product or solution add-on and lists automatic scoring of 100% of calls among its capabilities.Read 29 Sep 2026 · maxcontact.com
Browser extension
A Force Focus Chrome extension brings the MaxContact agent window forward when calls are presented.Read 21 Oct 2026 · maxcontact.freshdesk.com
Channels
The product page says Auto QA analyzes calls, chats, and email interactions.Read 29 Sep 2026 · maxcontact.com
Coaching insights
The system surfaces coaching opportunities, performer behaviours, compliance risks and improvement trends.Read 21 Oct 2026 · maxcontact.com
Company headquarters and size
LinkedIn lists headquarters in Manchester, England and company size of 51–200 employees.Read 21 Oct 2026 · linkedin.com
Company legal name
The website footer identifies Trivoni Software Ltd, company number 09816677, with a Manchester registered address.Read 21 Oct 2026 · maxcontact.com
Company scale
The company’s about page reports more than 70 employees, over 130 customers and 97% customer satisfaction.Read 21 Oct 2026 · maxcontact.com
Compliance monitoring
Auto QA checks script adherence, regulatory requirements, data-protection obligations and vulnerable-customer indicators.Read 21 Oct 2026 · maxcontact.com
Coverage
The product is marketed as analysing 100% of conversations instead of small manual samples.Read 21 Oct 2026 · maxcontact.com
Critical checks
Critical scorecard questions can auto-fail a call regardless of its overall score, and sequence-aware checks can verify that required steps occurred in the right order.Read 29 Sep 2026 · maxcontact.com
Custom scorecards
Administrators can define topics, questions, rating or pass/fail logic, business context and auto-fail questions.Read 21 Oct 2026 · maxcontact.com
Deployment claim
MaxContact says most Auto QA deployments take less than a day and can be monitoring conversations within 24 hours.Read 21 Oct 2026 · maxcontact.com
Evidence-linked scoring
Each automated evaluation is connected to transcript passages so reviewers can see the evidence behind an answer.Read 21 Oct 2026 · maxcontact.com
FCA support
The product is positioned for FCA and financial-services monitoring with audit evidence and both rules-based and judgement-based checks.Read 21 Oct 2026 · maxcontact.com
Funding news
MaxContact says it secured private-equity investment in 2021 and further NatWest funding during 2023–2024.Read 21 Oct 2026 · maxcontact.com
Hosted model
MaxContact is presented as a cloud contact-centre platform accessed through browser applications rather than a self-hosted product.Read 21 Oct 2026 · maxcontact.freshdesk.com
Limit: feature gaps
Complaints include a basic IVR, missing functions compared with previous systems, slow feature development and imperfect API documentation.Read 21 Oct 2026 · capterra.com
Limit: interface and performance
Reviewers report a dated or confusing interface, sluggish pages and difficulty navigating complex features or reports.Read 21 Oct 2026 · g2.com
Limit: omnichannel workflow
A Trustpilot reviewer says voice agents cannot handle WhatsApp simultaneously and lists missing or weak controls for recordings, callbacks, templates and reporting.Read 21 Oct 2026 · trustpilot.com
Limit: outages and support delays
Reviews mention occasional outages affecting campaigns and cases where technical support or bug fixes took too long.Read 21 Oct 2026 · getapp.com
Notable 2025 news
The company says it launched AI Agent platforms and won Best Performing Company in Customer Relationship Management at the 2025 Megabuyte Emerging Stars Awards.Read 21 Oct 2026 · maxcontact.com
Praise: support
Reviewers repeatedly praise friendly, responsive support and hands-on onboarding or implementation assistance.Read 21 Oct 2026 · getapp.com
Praise: usability and reporting
Independent reviews commonly describe the dialler as easy to use and the reporting as extensive or customisable.Read 21 Oct 2026 · capterra.com
Public API
The support portal publishes Lead Management, Telephony Data Services, Lead Web, Callbacks and Management API documentation.Read 21 Oct 2026 · maxcontact.freshdesk.com
Rating on Capterra
4.7 out of 5 from 33 reviews.Read 21 Oct 2026 · capterra.com
Rating on G2
4.6 out of 5 from 60 reviews.Read 21 Oct 2026 · g2.com
Rating on GetApp
4.7 out of 5 from 33 reviews.Read 21 Oct 2026 · getapp.com
Rating on Trustpilot
2.0 out of 5 from 31 reviews.Read 21 Oct 2026 · trustpilot.com
Reporting and coaching
The product surfaces coaching opportunities, compliance risks, performance trends, flags, and transcript moments for review.Read 29 Sep 2026 · maxcontact.com
Scoring
AI scores conversations against customizable criteria and links each evaluation to transcript evidence explaining the score.Read 29 Sep 2026 · maxcontact.com
SDKs
The public API and support pages reviewed do not identify an SDK package.Read 21 Oct 2026 · maxcontact.freshdesk.com
Security and compliance evidence
MaxContact says it achieved BSI ISO 27001 certification during 2016–2018.Read 29 Sep 2026 · maxcontact.com
Sequence checks
Its compliance examples include verifying that steps such as identity verification occur before sensitive information is discussed.Read 21 Oct 2026 · maxcontact.com
Support documentation
The Freshdesk knowledge base covers Conversation Analytics, Auto QA, APIs, release notes, browser extensions, SSO/MFA, webchat and troubleshooting.Read 21 Oct 2026 · maxcontact.freshdesk.com
System requirements
Recommended softphone workstations use a quad-core i5, 8 GB RAM, Windows 10/11, an HTML5 browser and at least 200 kbps network speed.Read 21 Oct 2026 · maxcontact.freshdesk.com
Vulnerability detection
Configurable triggers flag language indicating customer vulnerability as conversations occur.Read 21 Oct 2026 · maxcontact.com

Plans and prices

MaxContact paid plan £80 a month Per user, per month One listed plan · Free trial · No free version Read 21 Oct 2026 · softwareadvice.com
MaxContact subscription £80 a month Per user, per month Subscription · Free trial available · No free version Read 21 Oct 2026 · getapp.com
Auto QA Priced on request typically priced on conversation volume · flexible monthly or annual contracts · customised quote Read 29 Sep 2026 · maxcontact.com
Custom Auto QA Priced on request Flexible monthly or annual contracts; quote depends on conversation volume and scale Conversation-volume pricing · Contact sales for quote Read 21 Oct 2026 · maxcontact.com

Every MaxContact Auto QA plan and price →

Strong points and limits

Strong points

  • Scores link to transcript evidence.
  • Critical checks can fail calls automatically.
  • Eligibility can be set by campaign, agent, or volume.
  • Available as a standalone product or add-on.

Limits

  • Pricing is available only on request.
  • Supported languages are listed as one.

Who it suits

It suits contact centre teams seeking automated quality monitoring, compliance checks, and coaching signals across calls, chats, and email. Teams can target scoring by campaign, result code, agent, or volume.

Verdict

Auto QA combines configurable scoring with transcript-linked evidence and controls for selecting eligible interactions. Teams should confirm pricing and language suitability for their needs.

Where Specifiction places it

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