December 28, 2012
Clarity Consulting Releases Latest Version of its Native Lync Contact Center Product
By Calvin Azuri
Clarity (News - Alert) Consulting, Inc. recently introduced the latest version of its native Lync contact center product, Clarity Connect 2.5. Designed to work with both Lync Server 2010 and the latest Lync Server 2013, the update from Clarity Consulting comes with a self-installation package and includes improved management and reporting capabilities.
In a statement, Jon Rauschenberger, chief technology officer at Clarity Consulting, said that, “We are excited about the advancements we have made with Clarity Connect 2.5. We have received consistent feedback from small companies to global enterprises that organizations are looking for a more simplified way to install and maintain contact center applications. Connect 2.5 allows our customers to easily deploy and maintain a powerful, scalable solution that adds contact center functionality to their Lync environment and provides them with an easy path to move to Lync Server 2013.”
Connect 2.5 features a robust set of enterprise-ready tools and has been packaged with a flexible pricing model to suit both small and large internal contact centers.
Incorporating an easy and cost-effective installation process, Connect 2.5 is a completely browser-driven application, and is not installation software dependent for agents, supervisors and administrators.
Jeremy Puent, product manager at Clarity Consulting, said that, “In focusing more attention on call treatments, we were able to add functionality for administrators to create custom business calendars and holidays. This allows different hold treatments, greetings, and call flows based on pre-set business hours and days. If a caller enters the queue within minutes of closing time, a custom greeting can automatically notify the caller of his or her options.”
“We believe this ability to create custom call flows aligned to business strategic objectives allows for a more proactive approach to customer service," he said.
Also included in Connect 2.5 are new call queue treatments screens, which offer a graphical option for managing queue treatment settings per queue and portal. Viewing call routing capabilities can now be managed to address the client’s business and service level requirements.
Furthermore, Connect 2.5 allows users to configure custom settings based on their business calendar, holidays and business hours.
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Edited by Braden Becker