Case Study: Perfect Home achieves a secure, scalable cloud contact centre and improved agent efficiency with MaxContact

PerfectHome - Customer Case Study

PerfectHome, a UK household goods retailer, was running an on‑premise NEC phone system and call recorder with local store‑based handling of enquiries. Growing customer volumes exposed limitations: manual inbound/outbound processes, no contact‑centre functionality or back‑office integration, constrained hardware scalability, bespoke technical configuration needs, and insufficient resilience. To address this, PerfectHome selected MaxContact to provide a cloud‑based contact centre solution.

MaxContact delivered a Microsoft Azure‑hosted cloud contact centre that centralised and blended inbound and outbound interactions, added automated outbound dialing to clear outstanding queries, and met FCA and security requirements. The MaxContact solution improved agent efficiency, enabled handling of peak call volumes, increased operational resilience and uptime, and provided the data‑security assurances PerfectHome required.

PerfectHome

Martin Cross

Head of IT