Transcript Slide 1

Managing Communications
and Information
with Clarity Consulting
Simple software + services solutions
Easy to use. Flexible for the future.
Isn’t it time your contact center
entered the 21st century?
About Clarity
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US based software development firm with a 18 year history of
delivering on the Microsoft platform.
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Two Lines of business: Products and Services
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Deep Experience in Lync and SharePoint
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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
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Web Chat + IM Chat Only
Portal and Public Facing Web Site Chat
Full Contact Center
ACP Integrator
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
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
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
PSTN
Call
Internet
Agent
Mediation
Server
Lync Infrastructure
Call Routing
Clarity Connect Portal
Call
Context
IVR
AV MCU
Calls are routed
through the
Lync
Presence
infrastructure to
the IVR.
ACD
The IVR greets caller
and collectsConfig
context
(e.g. identity of caller,
reason for call, etc.).
Agent
Presence
Agent Skills
The call and context are
delivered to the ACD Metric
Event
where a skills-based route
Metrics/Reporting is performed to find Queue
candidates and presence is
Metrics Processor/SQL used to select one.
Mgr.
Call is delivered to agent in
MOC
with integrated
Real-Time
screen
pop showing
Metrics
context for call.
Data
Warehouse
Self-Serve Portal – Real Estate Example
Clarity Connect Engagement
Craig Reishus
Director of Business Development
312-863-3415
[email protected] email and IM
Demo - http://connect.claritycon.com/