Case Study: ICX achieves over 30% productivity gain with MaxContact

ICX's 30% Productivity Uplift with MaxContact

ICX, a prominent automotive industry player, was struggling with an inflexible on-premise contact system that caused frequent glitches, poor support, and wasted internal resources. As their need for omnichannel customer communications grew, they looked for a more flexible cloud-based contact centre solution and evaluated MaxContact alongside other vendors.

ICX implemented MaxContact’s cloud-based omnichannel platform after a long proof of concept, gaining outbound, inbound, and live chat capabilities in one campaign. The switch simplified operations, improved scalability and support, and increased decision-maker contact rates from around 7–8 per hour to 11–12 per hour, delivering a productivity gain of over 30% for ICX with MaxContact.

ICX

Scott Brown

Technology Director