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Managing Communications and Informationwith Clarity Consulting
Simple software + services solutions
Isn’t it time your contact center entered the 21st century?
Easy to use. Flexible for the future.
• 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
About Clarity
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.
Communications and Process Management for Lync
Extends Power of Microsoft Unified Communications
Deploys Easily and Integrates Seamlessly
Flexible Platform for Innovation
Full Featured: IVR, ACD, Workflow and Metrics
Delivers Breakthrough User Experience
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
Application Integration
Web Chat and IM Routing
Clarity Connect - Call Flow
Lync Infrastructure
PSTNM
edia
tion
Serv
er
Internet
Call Routing
AV MCU
Presence
Clarity Connect Portal
IVR
ACD Agent Skills
MetricEvent
QueueMetrics/Reporting
Metrics Processor/SQL
Config
Agent Presence
Mgr.
Call
Calls are routed through the Lync infrastructure to
the IVR.
The IVR greets caller and collects context
(e.g. identity of caller, reason for call, etc.).
CallContext
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.
Agent
Real-TimeMetrics
DataWarehouse
Call is delivered to agent in MOC with integrated screen pop showing
context for call.
Self-Serve Portal – Real Estate Example
Craig Reishus
Director of Business Development
312-863-3415
[email protected] email and IM
Demo - http://connect.claritycon.com/
Clarity Connect Engagement
