Track your KPIs the efficiency of your teams in one view

With Clarity Connect your agent can be available from anywhere and you can monitor very easily the KPIs you've set-up.
Receive alerts when SLAs are at risk and manage your queues very efficiently.

Why move your contact center into Skype for Business?

  • Reduce customer hold time and increase their satisfaction

  • You want to support a dispersed team of agents in your contact centre

  • Monitor your activity and manage quickly escalations and peak activity

  • You already have Office 365 and want to leverage your investment as a contact centre solution

  • Train, support and track the availability of your agents

  • Your business has increasing needs in managing incoming calls

Features & benefits

Brought by Clarity Connect

  • Agent availability
    Agent availability management
  • Call routing and IVR
    Call routing & IVR
  • Report and analytics
    Report and Analytics
  • Instant messaging
    Webchat

Enhanced by Arkadin

  • Onboarding and project management
    Consulting Onboarding & Project Management
  • Customized hosted platform
    Customizable hosted platform
  • Skype for Business
    Native integration in Skype for Business
  • Support and adoption
    Support and adoption
  • ACD, CALL ROUTING

    • Skills-based routing with multi-level skills per agent
    • Control panel for configuration of IVRs, queues, skills, agents, KPI-based alerts and dynamic routing 
    • Intelligent routing based on call attributes or customer entry 
    • Callback and forwarding options for calls in queue

    CALL RECORDING

    • Recording can be configured for all, a percentage of calls, or none. 
    • Agents can stop or start recordings.
    • Can pause if about to capture sensitive information
    • Direct inbound and outbound call recording for agents

    CALL REPORTING & ANALYTICS

    • Historical Reporting, Live Metrics, reports, stats, call stats, queue stats
    • Rich metrics data with several built-in reports
    • Reporting is built on SQL server powered data warehouse
    • Custom Reports can be included

    SCREEN POPS

    • Integration with any 3rd party system (such as CRM or Finance/Billing)
    • Salesforce out-of-the-box integration with data and recording push option