Macfarlane supplies Call and Contact Centre solutions incorporating the latest thinking in Contact Management techniques and technologies that focus on improving customer service and reducing costs.
In 1996 Macfarlane was the first company to install a Windows server based call centre system in the UK...More
Contact Management defines the way in which an organisation manages its communications with internal and external stakeholders in order to help fulfil its business objectives.
Contact Management has become a key strategic issue for organisations in the public and private sectors...More
The contact centre is a complex environment involving multiple processes and applications working together, and Macfarlane’s solutions have helped to simplify and rationalise this complexity in a number of ways.
Macfarlane’s Contact Management Platform (CMP) has been designed and developed using our in-house product development team...More
Unlike the products of most telephone equipment manufacturers, Macfarlane’s Contact Management Platform (CMP) will work in conjunction with any telephony or voice over IP switch.
This means you can leave your existing switch with all its trunks, extensions and VoIP connections in place...More
Macfarlane can install a contact centre system at your site or deliver contact centre services to you from a hosted location.
The hosted model has the benefit of not requiring you to provide in-house space, power, backups or on-going internal IT support...More
A contact centre system generally represents only one component of a broader solution involving various applications and business processes.
The ability for applications to share data allows processes to work more quickly and efficiently thereby increasing productivity, improving customer service and reducing costs...More
Macfarlane engages with customers as a business partner using defined processes to understand and deliver the customers' operational and strategic objectives.
We start by following a process of consultation whereby we seek to understand the main drivers behind your procurement project...More
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