CHICAGO â€“ Clarity Consulting Inc. today announced the release of Clarity Connect 2.5, the latest version of its popular native Lync contact center product. 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 for its users. For companies looking to natively add contact center functionality to Microsoft Lync, Connect 2.5 is the right solution.
Connect 2.5 comes standard with a full set of enterprise-ready features. It has flexible pricing and architecture options that easily provide for the needs of both small, internal contact centers as well as large, globally-disperse, customer care-focused contact centers.
â€œWe are excited about the advancements we have made with Clarity Connect 2.5. 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,â€ said Jon Rauschenberger, Chief Technology Officer at Clarity Consulting. â€œConnect 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.â€
With any contact center software product, installation can be a time-consuming process for administrators. Connect 2.5 offers an easy-to-install, consolidated and low-touch installation package, which reduces installation times significantly. It also allows for a significant portion of the installation to be conducted in-house, reducing the overall cost of installs and upgrades. In addition, Clarity Connect is an entirely browser-driven application, eliminating the need to install software for agents, supervisors and administrators.
Additionally, Connect 2.5 offers new call queue treatments screens, providing users with a graphical way to control queue treatment settings per queue and portal. Call routing capabilities are now easier to view and manipulate based on a clientâ€™s business and service level requirements. Clients are able to control what happens when callers are placed on hold and can configure custom settings with regard to their business calendar, holidays, and business hours.
â€œIn 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 and days. 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,â€ said Jeremy Puent, Product Manager at Clarity Consulting.
Having worked with many companies that have globally dispersed call centers across different time zones, we were aware that this was a pain point in other contact center products. Another exciting new feature to Connect 2.5 is time zone-aware reporting. Data and analytics are an integral part of any contact center looking to improve upon call interactions and streamline service times and costs. With time zone-aware reporting, supervisors can report on data for the contact center in its local time zone.
About Clarity Connect
Clarity Connect is a robust contact center product delivered exclusively on Microsoft Lync. Built native to Lync, the solution seamlessly integrates with your existing infrastructure. Clarity Connect quickly adds full functionality with a simple, fixed fee per user. At Clarity we imagined a better contact center solution, and then we built it.