Now Skype4B and O365 Cloud Contact Center

You want to move the contact center to the cloud. You also want to use O365 or Skype4B. You not only need the cloud contact center service, but you need to use a migration path that is easy, low risk, and fast to deploy. Jeremy Puent, Product Manager for Clarity Consulting

#WFO for the #SkypeForBusiness and #Office365 #ContactCenter

The Bots are coming! The Bots are coming!

Facebook seems to be heralding a new age of customer service with their recent announcements coming out of their big conference. Bots will be available for Facebook Messenger to help ease the transition of customer service to their channel. Were they satisfied with just becoming another channel in an omni-channel customer service strategy? No. They are interested in becoming THE channel.

Contact centers better prepare for this!

Fortunately, integrations have already been completed. For example, Skype for Business contact center provider Clarity Connect is capturing the flow of Facebook Messenger chats in their normal streams. Virtual Observer's Workforce Optimization solution provider, previously integrated with Clarity, can allow for these Facebook Messenger interactions to be recorded, played back, evaluated, trained on, analyzed and archived.

In essence, a new era of social quality monitoring has begun.

You're going to want to evaluate the bots' performance. Artifical Intelligence has been known to be a little quirky. Ask Microsoft.

Connect the dots with Workforce Optimization and Zendesk

On the heels of yesterday's announcement of the integration between Virtual Observer and Zendesk, as well as Tuesday's blog post by Zendesk, it is important that we examine all the various data points which can be connected with this pairing.

• Social Media Interactions > Zendesk Support Tickets
• Zendesk Support Tickets > CRM Customer Records
• Zendesk Support Tickets > Virtual Observer Recorded Events
• Zendesk Zopim Chats > Virtual Observer Recorded Events
• Zendesk Voice Recording > Virtual Observer Recorded Events
• Virtual Observer Event Playback > Zendesk UI

I am sure there are many more data points connected which can and will be cross pollinated. This is an extremely powerful integration which extends the capabilities of all the support centers and contact centers who use this amazing Zendesk tool.

Just as the Clarity Connect integration allows Virtual Observer to be the WFO system of choice for Microsoft Skype for Business environments, our collaboration with Zendesk allows us to connect the dots for customers who are using Zendesk for support and CRM integration.

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

Read more about this powerful end-to-end suite for Skype for Business