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Dear Sir or Madam,
It’s great to see you again. We have compiled the following interesting subjects for you in this month’s newsletter.
We wish you a pleasant reading experience
Your Clarity AG
Availability – a competitive advantage / II:
Increasing telephone call productivity and comfort
 In
the last newsletter we reported on the growing company demand for a
higher level of availability as well as how this availability can be
easily achieved using modern telephony systems. In this issue we would
like to discuss the question of "outbound availability"; how
easy is it for you to reach your customers, suppliers or colleagues?
With
the Clarity Business Client you will be able to increase call
efficiency. All functions can be controlled comfortably and clearly on
the screen. You can dial numbers directly from your address book,
configure conference calls or send e-mails and SMS. Your colleague’s
line is engaged at the moment and you need to talk to him quickly
regarding an important incident? Then send him a short message,
questions can be answered quickly using the chat function! By the way,
with the Clarity Business Client you can see the telephone status of
all of your colleagues at a glance: who is currently taking a call, who
is forwarding calls to a different device and who cannot be reached at
all at the moment. You can see incoming calls for your colleagues on
the screen and react accordingly. You have to attend an urgent meeting
yourself now? Clarity’s "out-of-office" concept enables you to
configure your device accordingly with a few simple mouse clicks. (Why
not giving us a call, we will reveal how you can quickly increase your
call efficiency!)
 One
item which is becoming increasingly important for companies is the
conferencing system. In cooperation with our customers, we have updated
our system to ensure it meets the increased demands being placed on it
with regard to security and operating comfort.
The
newly designed conference system from Clarity allows virtual meetings
to be started immediately using a password. Every employee can be
assigned the role of conference manger, if they have received an
appropriate PIN from the administrator. The new system ensures "quiet
observers" will no longer be able to watch the meetings in future!
Further information:
 It
is interesting: the whole world talks about poor service, but rarely
about poor products. Service is obviously something which
hits a nerve with us. Companies are therefore well advised to invest in
their service, i.e. in education & training and an appropriate
infrastructure, and not only in their products. Modern telephone
systems are the interfaces to the customers. Relationships are
initiated – or ended here, they are cared for – or damaged. The main
reasons relate to poor consulting services, slow call pickup, poor
elocution and lack of knowledge regarding procedures.
Modern
telephone systems are designed to handle such things and are equipped
with numerous intelligent helpers to ensure efficient and successful
telephone work. Incoming callers, if already "known" by the system,
can be assigned to a specific employee. A, B and C customer categories
can be set up, therefore allowing appropriate action to be taken
automatically. The employee recognizes the customer immediately as the
event is displayed directly on the screen. The personal greeting alone
helps to create a more personal atmosphere. What has the customer
purchased in the past, were any problems incurred, could a new product
or service be offered to them? Or you can seize the initiative yourself
and call your customers systematically. An automatic reminder function
facilitates appointment management for your employees and you can
retrace all events in the call history.
Apropos:
if required, a data logger can document the time and duration of a
conversation. Furthermore, you can also record the entire call for
quality assurance purposes. Such "call logs" can, on the one hand, help
to identify any weak points in the argumentation, product knowledge or
manner in which a conversation is held. On the other, the onus of proof
lies with you, in case a complaint or cancellation should be
received. Either way, call recording is an effective means for
improving and securing customer relationships.
No
matter what you are planning, whether you want to improve your service
or enter new markets, we can offer you a telephone solution which
matches your company’s requirements.
 Nobody
in a medium sized company would think about implementing a separate
software solution for each individual department nowadays – such as for
the purchasing and accounting departments, production planning and
sales. We are still however willing to accept isolated solutions for
communication systems and voice and data channels often lead lives of
their own. A system which combines the different media would be better
as this would allow a colleague to react or take over immediately,
should this be necessary.
With
a convergent infrastructure, companies can communicate without any
media breaks and, therefore, reduce costs. Which companies can benefit
from the integration of communication functions within the scope of a
unified communications concept, when is it worthwhile, how does it
work? The analysts from Dr. Pascal Sieber & Partners AG draw a
positive balance in their new survey. Unified
Communications reduce idle times, disruptions and losses in
quality while, at the same time, increasing efficiency. This is evident
from the answers received from the 275 respondents.
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