Making the Right Connection
Clarity Connect provides all the call-flow and IVR tools you need to identify the caller, determine their need, and quickly get them routed to the best available expert in your organization.
The Web-based visual call-flow editor allows users to create powerful and intelligent, user-experience focused flows that can process voice calls and chat sessions.
Powerful call- and chat-flows with simple custom configuration through intuitive IVR tools
Third-party web-based integration for intelligent routing and customer lookups
Custom IVR attendant with speech recognition or DTMF entry and global, and queue-based calendar ruling
Manage IM/audio through a single call flow
Get callers connected to the best available agent quickly using our automated call distributor (ACD).
- Skills-based routing with multi-level skills per
- Configurable queues with separate metrics and custom messaging per queue
- Control panel for configuration of IVRs, queues, skills, agents, KPI-based alerts, and dynamic routing
- Callback and forwarding options for calls in queue. Exit2VM and/or external transfer
Recording can be configured for all (compliance recording), a percentage of calls, on-demand, or none, with override at the queue or agent level
Direct inbound and outbound call recording for agents
Customer Surveying & Insight
Post-call, -chat surveying supported by powerful, easy-to-use survey development tools
Build-out custom surveys and generate insightful reports with real impact providing a real time feedback loop for your customers
A brief walk-through of what Intelligent Routing can mean with Clarity Connect and the truly unified communications and collaboration of Skype for Business or Lync from Microsoft.