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Clarity Connect

The best contact center for Office 365 and Skype for Business

Clarity Connect is a cloud-managed contact center that manages calls, IMs, emails, web chats and other communications for your customers, employees or partners.

Clarity Connect is native to Skype for Business, so it extends the functionality of Skype for Business rather than replicating it, and expanding the communication and collaboration capabilities of the platform you already have in place. This allows you to leverage your investment in Office 365 and Skype for Business while still garnering all the advantages of a cloud contact center.

Features

Federated

Clarity Connect is cloud-managed, so you can deploy a contact center for Office 365, or for a cloud-hosted or on-premises installation of Skype for Business. This also lets you keep your options for cloud deployment open: for example, if you’re on Skype for Business now and want to move to Office 365 later, Clarity Connect can seamlessly migrate with you.

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Intelligent Routing

Clarity Connect provides all the tools you need to identify the caller, determine their need, and quickly get them routed to the best available expert in your organization.

  • Quick IVR: Technology is awesome.  Clarity Connect offers a web based visual call flow editor that allows you to create a powerful user experience that can process voice calls and chat sessions.  With third party integration for intelligent routing and customer look ups your team will have what they need to succeed.
  • Call Routing: Allow callers to connect to your best agents through an automated call distributor. With world class skills based routing, configurable queues, dynamic routing and call back options there is no better solutions on the market
  • Recording: No contact center is complete without configurable recording options that allow for inbound and outbound agent recordings.

Reporting

Managing customer service is about responding timely, in an appropriate way, and setting the proper expectations.  To do that, you’ll need data and the ability to make quick, simple changes that affect the customer experience positively.

Clarity Connect puts the real-time data at your fingertips with a powerful web-based dashboard that proactively notifies you or others when defined criteria is met, allowing you to take action before there’s an actual issue.

 

 Application Integrations

Integrating your contact center with critical systems is important to your overall success.  Clarity Connect offers multiple integrations with some of the most widely used platforms in the industry.

CRM: Clarity Connect supports seamless integration with Microsoft Dynamics and Salesforce, allowing you to route calls based on customer data, deliver customer details to agents, and push data into customer records. CRM data is accessible directly within the Quick IVR call flow editor and is delivered to agents using our web-based agent console.

Data Integration: Clarity Connect also allows for accessing other external data via ODBC connection, WCF services, or HTTP calls to gather routing information or build and generate a custom screen pop URL for other third-party web-based applications.

Web Chat: In today’s customer demanding world companies are looking to offer better ways to connect with their customers and improve the service experience.  Clarity Connect makes the process simple through a web gateway that is quick to configure and deploy, offers skills based routing to your agents and provides chat transcripts.

Skype for Business Clarity Connect

 

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