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 management
- Call routing & IVR
- Report and Analytics
Enhanced by Arkadin
- Consulting Onboarding & Project Management
- Customizable hosted platform
- Native integration in Skype for Business
- 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
- 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
- Integration with any 3rd party system (such as CRM or Finance/Billing)
- Salesforce out-of-the-box integration with data and recording push option