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.


Quick IVR

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


Call Routing

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

  • 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.