Name: Clarity Communication Center
Author: Clarity

Help Desk

Web and Video Conferencing

Customer Support

Version Control

Development

Alumni Management

Education

Business Intelligence (BI)

Collaboration

Contract Management

Enterprise Legal Management

Policy Management

Project Portfolio Management

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Converged Network Adapters (CNAs)

Data Catalog

Data Center Networking

Data Integration

Database Load Balancing

Density-Optimized Servers

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed DNS

Managed File Transfer (MFT)

Managed Hosting

Mobile Application Performance Monitoring  (APM)

Mobile Device Management (MDM)

Network Diagnostics

Network Performance Monitoring

NoSQL Databases

Observability

Server Management

Time Series Databases

Unified Endpoint Management (UEM)

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

All-in-One Marketing

Audio Editing

Content Management

Contest Management

Customer Journey Analytics

Digital Asset Management

Email Marketing

Marketing Analytics

Marketing Automation

Mobile Advertising

Mobile Analytics

Press Release Management

Product Information Management (PIM)

Social Media Analytics

Social Media Management

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

Project Management

Wireframing

Professional Services

Call Recording

Customer Communication Management

Customer Relationship Management (CRM)

Presales

Sales

Civil Engineering

Construction Workforce Management

Dental

Loan Servicing

Patient Engagement

Revenue Cycle Management (RCM)

Vertical-Specific

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The Clarity Communication Center is a communication solution offered by Clarity AG that aims to enhance the quality and efficiency of corporate communications while minimizing costs. This software suite combines business and contact center communications into one integrated platform, making it suitable for companies of various sizes. According to the vendor, professionals in contact center management, customer service, sales, IT, and the healthcare industry can benefit from the unified communications, computer-telephony integration, and open architecture provided by the Clarity Communication Center.

## Key Features

**Unified Communications**: According to the vendor, the Clarity Communication Center integrates different communication channels within an organization, allowing access to traditional telephony, video conferencing, messaging, email, and more from a single device. This is said to optimize communication and streamline business processes.

**Computer-Telephony Integration (CTI)**: The Clarity Communication Center reportedly enables intuitive and elegant communication between computers and telephony systems by seamlessly integrating telephony features into desktop applications. The vendor claims that this enhances productivity and efficiency.

**Home Office**: According to the vendor, the Clarity Communication Center facilitates comfortable and efficient remote work by providing access to office numbers and features from a mobile office. This feature allows phone calls with a notebook and headset, ensuring seamless communication from anywhere.

**Mobile Client for iOS and Android Smartphone**: The Clarity Communication Center offers a mobile client for iOS and Android smartphones, according to the vendor. This client is said to provide access to communication features on the go, allowing users to stay connected with the One Number Concept.

**Open Architecture**: The Clarity Communication Center reportedly offers integration with commercially available SIP end devices, providing flexibility to adapt to existing IT infrastructure. The vendor claims that it is also compatible with popular virtualization solutions, making integration into the existing technology stack easier.

**Script Editor**: According to the vendor, the Clarity Communication Center provides a graphical interface for creating complex call flows, simplifying the display of call flows and enhancing call routing and customization. This feature is said to help businesses optimize their call handling processes.

**Open Interfaces**: The Clarity Communication Center reportedly offers open interfaces that enable seamless integration with CRM and ERP software. According to the vendor, this integration enhances productivity and improves the overall customer experience by enabling efficient data sharing and workflow automation.

**MS-SQL Database**: The Clarity Communication Center uses a standard MS-SQL database, according to the vendor. This eliminates the need for proprietary databases and simplifies data management and integration, making it easier for businesses to leverage their existing database infrastructure.

**Presence Status**: According to the vendor, the Clarity Communication Center provides an overview of users and their availability status, along with extensive statistics on calling behavior. This feature is said to facilitate efficient communication and collaboration, ensuring that users can connect with the right people at the right time.

**Chat**: The Clarity Communication Center reportedly offers group chat and individual messaging between users, along with file sharing and calling directly from the chat interface. According to the vendor, this enhances real-time communication and collaboration, enabling teams to work together seamlessly.

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Clarity Communication Center

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

Clarity

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Clarity Communication Center

Overview

What is Clarity Communication Center?