Case Study: MaxContact achieves market-leading transcription accuracy and call-center efficiency with Deepgram's Voice AI

How MaxContact Achieved Unprecedented Accuracy and Efficiency

MaxContact, a cloud contact center platform, needed highly accurate transcriptions—especially for mono recorded calls—to power compliance, agent training, and reliable speech analytics. To meet this requirement they partnered with Deepgram and evaluated Deepgram’s automatic speech recognition / speech-to-text (STT) platform as their technology solution.

Deepgram’s AI-powered STT was integrated into MaxContact via its developer-friendly API, bringing features like speaker diarization and audio redaction with minimal disruption. The Deepgram integration increased transcription accuracy, reduced errors, improved the reliability of call data, and enabled stronger analytics, better agent training, and enhanced compliance—driving measurable gains in operational efficiency and customer outcomes.

MaxContact

Matthew Yates

VP of Engineering