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Managing Communications and Information with Clarity Consulting

Managing Communications and Information with Clarity Consulting. S imple software + services solutions. Easy to use. Flexible for the future. 2017. 2016. 2015. 2014. 2013. 2012. 2011. 2010. Isn’t it time your contact center entered the 21 st century ?. About Clarity.

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Managing Communications and Information with Clarity Consulting

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  1. Managing Communications and Informationwith Clarity Consulting Simple software + services solutions Easy to use. Flexible for the future. 2017 2016 2015 2014 2013 2012 2011 2010 Isn’t it time your contact center entered the 21st century?

  2. About Clarity • US based software development firm with a 18 year history of delivering on the Microsoft platform. • Two Lines of business: Products and Services • Deep Experience in Lync and SharePoint • Built and delivered the developer training content for OCS R2 and Lync • Built and delivered the developer training content for Office 365 • Built first ever native MS UC contact center product • Built and delivered demos for Microsoft executive keynotes, TechEd, PDC and WWPC • Wrote the book on UC development • Clarity Connect • Web Chat + IM Chat Only • Portal and Public Facing Web Site Chat • Full Contact Center • ACP Integrator

  3. About Clarity Connect • In 2008, built first-ever native Microsoft UC contact center product, Clarity Connect. • In 2010, delivered a native Lync version of Clarity Connect • Single, server-side application that provides IVR, ACD, Call Recording, Dashboards, Screen Pops, Reporting and other functionality • Engineered for mid to large sized call centers. • High Availability, geo-disperse, and virtualized architectures supported.

  4. Communications and Process Management for Lync Flexible Platform for Innovation Full Featured: IVR, ACD, Workflow and Metrics Delivers Breakthrough User Experience Deploys Easily and Integrates Seamlessly Extends Power of Microsoft Unified Communications

  5. Features - KPI-Driven Alerts, Call Recording, Web Chat, Dial Back Track conditions with quick-glance health meters configured to your KPI Uncover and resolve issues on-the-fly

  6. Application Integration

  7. Web Chat and IM Routing

  8. Clarity Connect - Call Flow The IVR greets caller and collects context (e.g. identity of caller, reason for call, etc.). Lync Infrastructure Clarity Connect Portal Config Agent Mgr. PSTN Call Routing IVR Agent Presence Mediation Server Call AV MCU Call Calls are routed through the Lync infrastructure to the IVR. Internet Context Agent Skills Presence ACD The call and context are delivered to the ACD where a skills-based route is performed to find candidates and presence is used to select one. Metric Event Queue Metrics/Reporting Metrics Processor/SQL Call is delivered to agent in MOC with integrated screen pop showing context for call. Data Warehouse Real-Time Metrics

  9. Self-Serve Portal – Real Estate Example

  10. Clarity Connect Engagement Craig Reishus Director of Business Development 312-863-3415 Craig.reishus@claritycon.com email and IM Demo - http://connect.claritycon.com/

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