Outbound
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...
View ArticleUniversal Queuing
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...
View ArticleCustomer Call Back
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...
View ArticleMI 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...
View ArticleCall and Conversation Recording
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...
View ArticleSelf Service
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...
View ArticleCRM and Application Integration
Harness the power of voice and data systems to resolve customer issues more effectively and boost agent productivity. Contact+ is an open, standards-based platform that integrates easily with most...
View ArticleDesktop Interfaces
The desktop interfaces we have created in Contact+ for both agents and supervisors are the most unified, intuitive and effective in the industry. This is extremely important as they define how...
View ArticleOmni-channel
Contact+ has been built from the ground up to manage multi-channel communications generically and in a totally integrated way, providing agents and supervisors with an intuitive and easy-to-use...
View ArticleConversation Management
Conversation Management is a new and powerful capability of our Contact+ platform that provides the ability for agents to view multiple customer interactions across multiple channels as a single...
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