Lync Migration Featured Article
November 11, 2015
You Won't Believe What Skype for Business Can Do for Customer Care
By Susan J. Campbell
TMCnet Contributing Editor
How do you manage customer care? Do you operate a call center and hope you have enough agents on hand to field the number of calls coming in? Or do you take a proactive approach to quality customer interactions, leveraging multiple channels and innovative technology to ensure customers enjoy an optimized experience?
If the latter better applies to you and your business, Clarity (News - Alert) Consulting just may be worth a look. The company leverages Skype for Business as the optimal platform for customer care solutions. In fact, Clarity Consulting is building what it plans to position as the best native contact center for Skype for Business: Clarity Connect. The company’s deep understanding of Microsoft’s Unified Communications (News - Alert) platform helps drive the innovation needed to take customer care to the next level.
Clarity Consulting was the first company to provide a native contact center product on top of Microsoft’s (News - Alert) Unified Communications (UC) platform. Clarity continues to remain focused on delivering products and services that enable customers to gain more value out of their Microsoft UC investments. When working with clients, the primary focus is often on user adoption in order to nurture the future growth of their business.
To better explain, Clarity Consulting’s Jeremy Peuitt was recently on hand at ITEXPO and sat down with Erik Linask in the TMC (News - Alert) booth. While sharing the latest company release, Peuitt stressed that Clarity takes its focus on quality customer interaction platforms further than anyone else. The company built its product entirely on Web-based services, changing everything from support to installation to follow-up interactions. With a whole new dashboard, the solution is designed to scale and work well with any device.
Peuitt expands on Clarity’s success in the market. “We were the first native contact center and in the beginning people were hesitant to put contact centers on it,” said Peuitt. “So we started with some IM but over the last year larger enterprises are moving toward it. Biggest driving factor is the consumer. They want to interact with people differently via email or text or web chat and they are pushing and forcing companies to change. They are realizing they have to though to offer consumers what they want.”
Even with the benefits, Peuitt says it is a challenge to get the contact center on board. To learn how the company overcomes this and more, check out the full interview below:
Edited by Kyle Piscioniere