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Macfarlane & Lagan offer Scottish councils enhanced end-to-end solution

Macfarlane Telesystems and Lagan have enhanced their existing joint contact centre offering for Local Authorities and other public sector bodies in Scotland.

Since 2007, Lagan has successfully partnered with the Improvement Service and West Lothian Council (as lead council) as part of The National Customer Relationship Management (CRM) Programme. The National CRM Programme, co-ordinated by the Improvement Service, aims to intensify collaboration levels around CRM across Scottish local government to help deliver demonstrable improvements in customer and organisational outcomes. Since the inception of the National CRM programme, nine Scottish councils have adopted Lagan ECM, taking the total of Scottish councils using Lagan ECM to thirteen serving almost 1.7 million citizens.

With Macfarlane's latest CallPlus IP platform, Macfarlane and Lagan have improved their existing offering to Scottish councils with an enhanced IP-enabled contact centre platform that includes multi-media contact handling, IVR, management statistics, recording and unified communications functionality.

A number of Scottish public sector organisations - including Argyll and Bute Council and Glasgow Housing Association - have already implemented a combined Macfarlane and Lagan contact centre solution.

Phil Murray, Lagan's Executive Vice President for UK and Europe, comments "The combination of Lagan's Enterprise Case Management technology and MacFarlane CallPlus IP provides public bodies with a compelling solution. Customers benefit from streamlined delivery, enabling them to deliver immediate service improvements to their own end users as well as realising significant cost savings."

Paul Skinner, Sales Director at Macfarlane Telesystems believes that the fact that combined Macfarlane and Lagan solutions are already being used successfully by other Councils is significant. "It's a proven solution and will make technology deployment a whole lot easier" he says.
13th February 2009
February 2009 - Macfarlane & Lagan offer Scottish councils enhanced end-to-end solution