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Since 1987, Macfarlane has been designing and building communication systems for contact centres through the development of open systems based computer telephony.

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 SIP) 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.