Who we are
Macfarlane is a specialist in multichannel customer communications.
We have a long history of technological innovation which started over 20 years ago. With technology convergence transforming the IT landscape, we set out to find exciting new ways to transform business and improve customer service using the power of computing and telephony systems.
Throughout the late 80’s and early 90’s we were active in the area of automated computer telephony systems such as IVR, voice mail and conferencing and were one of the first UK companies to implement speech recognition.
In the mid 1990’s, we were the first UK company to install a software-based call centre system, an approach which has now become the norm. Today, we are leading the way in applying the latest multichannel technologies and conversation management techniques to improve customer service and First Contact Resolution.
Along the way we’ve attracted and developed some very talented people. Our software engineers, operations staff and consultants are amongst the most talented in their fields – and they are the inspiration and brains behind our latest Contact+ omni-channel Communications Management solution.
We are proud of our long-term client relationships and record of successfully integrating with the mission-critical systems and applications that they rely on.
In 2020, Contact+ relaunched as an omni-channel Communications Management platform designed for businesses of all sizes, with or without a contact centre.
Our Customer focus team
Macfarlane is made up of a highly professional group of people that come from a wide range of backgrounds. Several of our core team members have many years of work experience in the call and contact centre software industry, contributing to our wealth of knowledge, enhancing our professionalism and motivating us to continue to create innovative and valuable solutions.
The straightforward “can-do” attitude of our staff coupled with a strong customer service ethic, hard work and dedication have helped us to deliver exceptional results and created loyalty with our clients.