Why we do what we do



When it comes to digital customer communications, we’ve only scratched the surface of what is possible.

In the future, we believe customer communications will be more personal, convenient and accurate.  It will be proactive as well as reactive.  And customers will expect to receive the answers they require, in the form that’s most convenient for them, and on whatever device they choose.

Macfarlane inspires its clients to achieve these goals with its unique approach to multichannel conversation management.

We enable organisations to better serve customers across telephony, web, email, SMS and Social Media; and empower agents to deliver a more personal and higher quality service. 

We call it turning customer dialogues into rewarding conversations.