MaxContact and TForge have formed a strategic partnership to deliver omnichannel experiences to contact centres in South Africa and boost productivity.
The contact centre solutions provider, MaxContact is providing the South Africa-based software provider TForge with its cloud-based contact centre technology. TForge can then integrate this with its own solutions to create an enhanced offering for clients.
As well as omnichannel capabilities, the partnership will also add advanced outbound features and real-time and historical business intelligence to TForge’s solutions portfolio.
Richard Coward, Enterprise and Strategic Partner Director at MaxContact, expressed his enthusiasm to work with TForge:
“We are thrilled to partner with TForge and support their journey towards providing market-leading technology within the contact centre industry in South Africa.
“This partnership is not just based on us providing a software solution. For us, it’s about working with a company that matches our values, has a passion for providing excellent service and delivers solutions which solve customers’ problems and adds value to their business.
“Working together will transform both of our businesses and is the start of a long-term partnership which will continually evolve over the coming years.”
MaxContact describes its omnichannel solution as “true omnichannel”, which consists of a single interface with integrated digital and voice channels. As a result, both agent and customer experiences are improved.
Its advanced outbound features compliantly enable greater revenue through conversation outcomes and customer insights.
Real-time historical business intelligence helps TForge’s clients to make better decisions that ultimately enhance their overall performance.
MaxContact’s New Partner Programme
MaxContact’s partnership with TForge is the result of a new partner programme launched by MaxContact earlier this month to help resellers take advantage of what it calls a ‘rapidly growing contact centre market’.
The cloud contact centre platform, MaxContact, believes it can achieve double-digit growth through the new indirect partner model.
The programme will support telecoms resellers by providing them with a “flexible, feature-rich, and competitively priced solution” that fills the gap in their technological capabilities.
Many resellers are currently limited by the vendor programmes on offer, however, which have limited customisation options, exorbitant prices, and poor support solutions. Because of this, they are not in a position to get the most out of the CCaaS market’s potential.
MaxContact says that by creating its own CCaaS product, it was able to come up with a solution to these issues, which can raise experiences for both agents and customers.
Francois Van Der Mewe, CEO at TForge, commented on its experience of MaxContact so far: “When we teamed up with Ben Booth, the CEO, and Richard Coward, it immediately became clear that we had found a company that shared our values and aspirations.
“The innovative and forward-thinking approach of the MaxContact team perfectly aligns with our own, and we’re confident that our partnership will revolutionise the contact centre industry.
“Our shared culture of excellence and commitment to solving real customer challenges with our cutting-edge innovation sets us apart from the competition.
“We’re both determined to go above and beyond to serve each other and, more importantly, our customers.
“Together, we’re greater than the sum of our parts, and we’re excited to lead the way in omnichannel contact centre technology.”
In September 2023, MaxContact announced it was going to accelerate the development of its AI-powered interaction tools.
This upgrade, made possible partly due to the significant new funding it received the previous month, is expected to grow in-house software engineering and operations teams to develop smart and efficient user experiences.
