Lagan and Macfarlane Telesystems have enhanced their joint contact centre solution for housing organisations and local authorities in Scotland. The enhanced IP-enabled contact centre platform now includes multimedia contact handling, IVR, management statistics, recording and unified communications functionality.
Glasgow Housing Association and Argyll and Bute Council have already implemented a combined Macfarlane and Lagan contact centre solution.
Since 2007, Lagan has partnered with the Improvement Service as part of the National Customer Relationship Management (CRM) programme. This aims to improve collaboration levels around CRM across Scottish public bodies to deliver improvements in customer service and corporate performance.
Martin Brown, programme manager, Scottish Improvement Service, said, “Adopting the Lagan Enterprise Case Management solution across a growing number of councils in Scotland has enabled us to standardise, simplify and share systems and processes. We have been impressed by Lagan’s ability to deliver the benefits of a shared solution, which has reduced costs and streamlined services, while configuring the product to meet the specific needs of each individual organisation within the National CRM Project.”