Very happy customer

We moved to Clarity after having a bad experience with a previous contact center product and have been very happy from day one.

Pros

Native integration with Skype for Business. Support has been excellent and updates/fixes are quick.

Cons

Would like to see more new features roll out.

Great Call Center Software

Clarity Connect has been working very well for our multi-projects Help Desk Support. It is very easy to set up agentes, script, recording, call routing, and call queues. The call recording and reports are very helpful to monitor and measure the call qualities. We are very satisfied about its custom integration with our in-house IVR solution. Clarity Support is responsive and quick to resolve the issues. The areas that we think Clarity Connect can be better are reporting and more features to accomodate comprehensive call center needs.

Great functionality but difficult to use

Pros

It is one stop shopping for project managers. It has everything from budgets to project tracking to Gantt charts.

Cons

I work for a midsize company and it probably has too much functionality for us. Specifically the Gantt chart is difficult to use unless you are tracking resources and their time.

Documentation on Call Flow functions

The full documentation on all functions in the call flows and how to use them. I'm sure Clarity has smart functions we don't know about. The knowledge could open new opportunities and support existing deliveries in a better way.

Pros

Add on to Skype

Great Product

Works great and easy to setup/understand and use. The Dashboard has all the necessary metrics needed on a daily basis.

Very difficult roll out, caused us to look elsewhere

They were very willing and eager to help us and put on a great training to become familiar with the product. But, when we were running into issues they would only say its something with our SFB infrastructure and no other guidance which made it very difficult to fix.

Pros

Their analytics page had very good UX and analytics.

Cons

It was so tied into our Skype For Business on prem infastructure, it was very difficult to make edits/changes/manage

Clarity Connect Review

It is slow and decent tool. It can be made more robust and powerful. More features can be added like putting on hold etc.

Pros

We use it to set priority of incoming calls. We can also use it to transfer the calls to other queue. We can see how is available right now and for how much time.

Cons

Whene someone becomes available on Skype, it takes a while to detect the change and reflect it accordingly as current status.