Conversation Management is an innovative and powerful concept implemented in Contact+ that provides the ability for agents to view multiple customer interactions across multiple channels as a single unified conversation thread.
Contact+ has been built from the ground up to manage multi-channel communications generically and in a totally integrated manner, providing users with an intuitive and easy-to-use interface by which to navigate between voice, email, web, SMS and social media.
The user interfaces in Contact+ are the most intuitive and easy to use in the industry. This is extremely important in a complex multi-channel environment as they define how productive and effective users can be in performing their tasks.
Our Interactive Media Response (IMR™) technology extends the concept of automated self-service from voice based IVR to include all media channels. Using the IMR™ module, automated services can be created to manage one or more media channels as part of the same transaction
Meet your training, compliance and quality requirements with Macfarlane’s powerful call and conversation recording. Unique features such as the ability to view and listen to embedded call recordings alongside web, SMS, email and social media text recordings on-screen, gives agents an holistic view of customer conversations helping improve customer experiences.
MI and analytics
Contact+ uses powerful modern tools to perform Management and Business Intelligence Reporting using dashboards and historical reporting formats. It collects data from multiple sources which can include 3rd party applications and makes it available in the form of standard or bespoke reports.
Smooth out call peaks and reduce or even eliminate queuing by enabling customers to request scheduled callbacks. Our Callback solutions will improve customer experiences – and besides enhancing customer satisfaction, it can improve productivity by as much as 15%.
Deliver greater consistency across channels while maximising agent productivity. Contact+ enables service requests from all contact channels to be placed in a universal queue from where they can be prioritised relative to one another and routed depending on user-defined business rules.
Outbound calls can be initiated manually by agents or driven from a database for automatic presentation to agents. Click-to-call from CRM systems and other applications is also supported. Outbound non-voice interactions (e.g. outbound texts, emails etc.) can be performed using the IMR™ automated service module.
Customer Survey is a flexible IVR and text based self service module that invites customers to rate their experiences straight after an interaction – with results instantly available to managers. Customer feedback is essential to gain a full understanding of the types of experiences your customers are having while interacting with your organisation.
Meet PCI DSS compliance obligations by taking credit and debit card payments over the phone without agents seeing or hearing card details and without having to stop/start call recordings. Our secure card payment handling technology solutions can also significantly reduce the number of controls required to achieve PCI DSS compliance.
Contact+ integrates with leading workforce management (WFM) solutions helping to increase efficiency, raise performance and lower costs by ensuring the right number of people with the right skills are available at the right time to meet forecasted contact volumes
Quality management & monitoring
Contact+ makes it possible for managers to silently listen in to live calls, speak to agents without the caller hearing, and take over calls if required.
Integration with a leading Quality Management system enables supervisors to review and analyse call and screen recordings as well as non-voice interactions for compliance, quality management and training purposes.
Cloud or OnPremise
At Macfarlane, we don’t believe in one-size-fits-all. We can deliver our Contact+ solution as an on-site system hosted in a VM or as a service delivered from the Microsoft Azure cloud. We are happy to consider your particular requirements and tailor our offering accordingly.