Call Center Solutions Featured Article

Clarity Connect 2.5 Lync Contact Center Solution Offers Enhanced Reporting Power



  By Amanda Ciccatelli, Call Center Solutions Web Editor
 


Today, few aspects of a company are more important than the customer experience it offers. If customers are not satisfied, they will likely look elsewhere, which is why so many organizations invest significantly in contact centers. This is why so many of the top trends occurring in the contact center revolve around technological advancements. Effective contact center technology is essential for your dynamic enterprise, offering the ability to connect customers and make communication driving forces in business processes.


“We have received consistent feedback from small companies to global enterprises that organizations are looking for a more simplified way to install and maintain contact center applications,” said Jon Rauschenberger, CTO at Clarity (News - Alert) Consulting, in a statement.

So, Clarity Consulting Inc. decided to introduce Clarity Connect 2.5, the latest version of its native Lync contact center solution. Compatible with both Lync Server 2010 and now Lync Server 2013, Connect 2.5 includes a self-installation package and enhanced management and reporting power. This new product comes with a set of enterprise-ready features with flexible pricing and architecture that support both small, internal contact centers as well as large, globally-disperse contact centers.

“Connect 2.5 allows our customers to easily deploy and maintain a powerful, scalable solution that adds contact center functionality to their Lync environment and provides them with an easy path to move to Lync Server 2013,” Rauschenberger continued.

Since installation can be a time-consuming process, Connect 2.5 offers an easy-to-install, consolidated installation package, reducing installation times. Also, it allows for a large portion of the installation to be conducted in-house, reducing the cost of installs and upgrades. In addition, Clarity Connect is a browser-driven application, eliminating the need to install software for agents, supervisors and administrators.

Additionally, Connect 2.5 offers call queue treatments screens, providing users with a graphical way to control queue treatment settings per queue and portal. Call routing capabilities are easier to manipulate based on a client’s business requirements. Clients are able to control what happens when callers are placed on hold and can configure settings based on their business calendar.

“In focusing more attention on call treatments, we were able to add functionality for administrators to create custom business calendars and holidays. This allows different hold treatments, greetings and call flows based on pre-set business hours. If a caller enters the queue within minutes of closing time, a custom greeting can automatically notify the caller of his or her options. We believe this ability to create custom call flows aligned to business strategic objectives allows for a more proactive approach to customer service,” said Jeremy Puent, product manager at Clarity Consulting.

Having worked with many companies that have globally dispersed call centers, Clarity Consulting knew this was a pain point in other contact center products. Luckily, a new feature to Connect 2.5 is time zone-aware reporting, which allows supervisors to report on contact center data in its local time zone as analytics are an integral part of any contact center looking to improve call interactions and costs. Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Jamie Epstein