Macfarlane Telesystems Information

Macfarlane has a 25 year history of developing and implementing contact centre and communications management solutions for traditional call and contact centres. Our mission now is to bring the benefits of omni-channel communications management to the wider SME market at prices it can afford. We installed the first software based call centre system in the UK in 1996 and have since been at the forefront of applying new technologies within contact centre environments. Our latest omni-channel system, Contact+ embodies our unique concept of Conversation Management, providing the ability for organisations to manage complete conversations with their customers over a variety of channels including voice, email, SMS, web and social media. Contact+ differentiates itself from those of its competitors in its ability to: - simplify an increasingly complex agent operating environment, thereby freeing up agents to focus on their main customer service role without having to battle with complicated technology. Contact+ is the easiest system on the market to use. - manage complete conversations with customers and present agents with a history of interactions across all media channels in a single thread, thus allowing them to understand the context of new interactions and empowering them to benefit from continuity and clarity in resolving customer issues Macfarlane embodies a culture of innovation, flexibility and customer service in its approach to doing business and we pride ourselves in always being willing to “go the extra mile” for our customers.