Lessons from Microsoft Voice + Clarity Connect Contact Center Webinar

Clarity Connect is a cloud-managed contact center solution that manages calls, IMs, emails, web chats and other communications for your customers, employees or partners. Clarity Connect Contact Center is considered the best contact center solution for Skype for Business and Office 365.

We recently held a webinar to explore how combining Skype for Business and Office 365 with Clarity Connect can empower an organization - and probably increase your ROI. Here are the highlights: 

CallTower Native Skype for Business Supported through 2025 

 Big News! CallTower will continue to support their Native Skype for Business through 2025.

Microsoft recently announced that Skype for Business Online will be retired but CallTower’s Native Skype for Business customers will not be impacted by this Microsoft transition, as their customers are on CallTower’s global private cloud.  This private cloud operates on Skype for Business Enterprise Server Edition rather than the Skype for Business Online Edition.  CallTower is continuing to invest in Skype for Business Server Edition 2019 to better serve and connect customers. 

Also, remember, this means you don't need to transition to Teams! CallTower's Native Skype for Business solution is unaffected by Microsoft's Teams migration. This option is great for companies that are comfortable with Skype for Business or aren't interested in a big software change.

Clarity Connect Contact Center Means Options, Options, Options

Clarity Connect provides all the tools you need to identify the caller, determine their need, and quickly get them routed to the best available expert in your organization. Clarity Connect offers Quick IVR, a web based visual call flow editor that allows you to create a powerful user experience that can process voice calls and chat sessions. Clarity's Call Routing allows callers to connect to your best agents through an automated call distributor. With world class skills based routing, configurable queues, dynamic routing and call back options there is no better solutions on the market. And no contact center is complete without configurable recording options that allow for inbound and outbound agent recordings - Clarity's got it.

Clarity enables tons of reporting tools as well. Managing customer service is about responding timely, in an appropriate way, and setting the proper expectations.  To do that, you’ll need data and the ability to make quick, simple changes that affect the customer experience positively. Clarity Connect puts the real-time data at your fingertips with a powerful web-based dashboard that proactively notifies you or others when defined criteria is met, allowing you to take action before there’s an actual issue.

Integrating your contact center with critical systems is important to your overall success.  Clarity Connect offers multiple integrations with some of the most widely used platforms in the industry:

• CRM: Clarity Connect supports seamless integration with Microsoft Dynamics and Salesforce, allowing you to route calls based on customer data, deliver customer details to agents, and push data into customer records. CRM data is accessible directly within the Quick IVR call flow editor and is delivered to agents using our web-based agent console.
• Data Integration: Clarity Connect also allows for accessing other external data via ODBC connection, WCF services, or HTTP calls to gather routing information or build and generate a custom screen pop URL for other third-party web-based applications.
• Web Chat: In today’s customer demanding world companies are looking to offer better ways to connect with their customers and improve the service experience.  Clarity Connect makes the process simple through a web gateway that is quick to configure and deploy, offers skills based routing to your agents and provides chat transcripts.

Skype for Business and Clarity Connect are Better Together

Clarity Connect is native to Skype for Business, so it extends the functionality of Skype for Business rather than replicating it, and expanding the communication and collaboration capabilities of the platform you already have in place. This allows you to leverage your investment in Office 365 and Skype for Business while still garnering all the advantages of a cloud contact center.

Clarity Connect is cloud-managed, so you can deploy a contact center for Office 365, or for a cloud-hosted or on-premises installation of Skype for Business. This allows you to keep your options for cloud deployments open: for example, if you’re on Skype for Business now and want to move to Office 365 later, Clarity Connect can seamlessly migrate with you.