Macfarlane contact centre systems have set new standards in flexibility, performance and affordability.

CallPlus, our flagship product, is an integrated and standards-based communications system that supports:

• Universal Queue of Multi-media contacts: Voice, Email, SMS, Web Forms, Instant Messaging
• Automatic Contact Distribution using Skills Based Routing and other routing rules
• Automatic telephone call-back facility for voice, email, SMS and Web form contacts
• Full automated IVR service flowcharting facility (plus other media types within the same service)
• Full Call Recording, Retrieval and Playback with supervisor monitoring
• Computer Telephony Integration (CTI)
• Real Time and Static (historical) reporting
• Workforce Management
• Customer Survey & Consultative Forum
• Lone Worker facility
• Speech Recognition Applications
• Web based management configuration system
• CallPlus Agent Module
• Both voice network and VOIP (via SIPP) telephony supported

Macfarlane's SpeechPlus is a customer self-service system that delivers high quality and natural customer interactions using state-of-the-art speech recognition technology.

Both products support traditional telecoms and VoIP environments and are used successfully today by hundreds of UK organisations in the public and private sector.

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