Tuesday, February 02, 2016

New Alliance Brings Powerful WFO Capabilities to Skype for Business Contact Center Space

CSI is excited to announce details of an integration of the Virtual Observer Workforce Optimization suite with Clarity Connect, the leading Contact Center suite for Microsoft Skype for Business.
Clarity Connect is a full featured web-based contact center native to Skype for Business. This means Clarity Connect adds the missing functionality without duplicating or complicating the infrastructure or call control. Clarity Connect steps in and adds intelligence to the conversations needed regardless of modality to deliver the best customer experience on the market. Intelligent IVR, Skills Based Routing, Real-Time metrics, historical reports and more go into this first of its kind approach to a contact center for a true collaboration platform.
Virtual Observer enables contact centers with a wide range of features to improve employee performance and acquire a true Voice of the Customer. Together, the integrated offering will allow both Clarity Connect and CSI to deliver a complete and robust overall contact center solution to new and existing customers with full WFO functionality

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