[ About Macfarlane Telesystems ]

Macfarlane delivers contact centre solutions that help organisations serve their customers faster, cheaper and more effectively.

Our flagship product is CallPlus IP, a standards-based, multi-application communications platform that fully supports clients' Unified Communications strategies by technology-enabling and improving their business processes. 

It delivers:

• Universal Queuing of multichannel contacts (Voice, Email, SMS, Web Forms, & Instant Messaging)
• Automatic Contact Distribution using skills-based and other routing rules
• Automatic telephone call-back for contacts via voice, email, SMS and Web form
• Fully automated Interactive Voice Response (IVR) with flow charting and other media types included in the same service
• Full Call Recording, Retrieval and Playback with Supervisor Monitoring
• Computer Telephony Integration (CTI) to numerous back office systems and leading CRM systems such as Microsoft, Lagan and Northgate
• Real Time and Static (historical) reporting
• Workforce Management
• Customer Survey & Consultative Forum
• A Lone Worker facility
• A web-based management configuration system
• Support for both traditional telecom and VoIP environments

CallPlus IP is used successfully today by hundreds of UK public and private sector organisations.