Lync Voice UC Contact

Clarity Consulting Releases Latest Version of Connect to Streamline Customer Support

October 02, 2014

Clarity Consulting announced earlier this week that it had released version 3.2 of Clarity Connect. The new solution integrates with Microsoft (News - Alert) Lync Server 2013 and Salesforce in a way that improves customer support efficiency.

Chicago-based Clarity (News - Alert) Consulting Inc. develops various solutions using Microsoft platforms. It has gold-level certification in application development and communications with silver-level certification in mobility, collaboration and content. Its client list is impressive with industry giants like Dell (News - Alert), FedEx, Allstate and J.P. Morgan.

Connect is a comprehensive solution that allows call centers complete control managing operations. Call routing can be done based on skills, languages the agent speaks, which agent has been available longest and level of expertise.

From the agent’s perspective, Connect offers superior flexibility and efficiency. No software has to be installed on the client and as long as the agent has a device and an Internet connection, they can take calls anywhere. Integration with Salesforce means that the information an agent would have obtained by opening a browser, logging in and searching can be provided immediately through an on-screen popup, a huge savings in time.

The Quick IVR feature makes it easy for supervisors to create or modify an IVR flow. Its UI eliminates the need for scripts, cutting development time by 80 percent, according to Clarity. Call recording can be accessed by management through a browser and can be configured through rules settings.

Providing superior customer service dictates that call centers support multiple channels of communication. Chat, video and email support are expected. Connect supports email with a rules based configuration that routes emails to the best agent. Web chat allows real time communication without special client software and Skype (News - Alert) is also supported.

The report and analytics capabilities allow management to review statistics like volume, wait times and average call length. Customized reports are also available.

The often repeated software engineering principle of not reinventing the wheel is one that Clarity has taken to heart. Instead, it has connected the wheels together with its Lync and Salesforce support. It will appeal to many customers who already have both solutions installed, but need a more efficient way to leverage them.  

Edited by Alisen Downey

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