Dear Sir or Madam,
 Spring, a time of change. And we’re not standing still either! This month’s newsletter informs you about our exciting updates and new features, which will provide you with a decisive advantage in today’s highly competitive markets. You’re in for a pleasant surprise.
We hope you enjoy browsing through the topics!
Topics in this issue:
Pleasant reading!
Your Clarity AG
 Nothing is worse than uncertainty. When can we get going? The time spent in waiting rooms, on platforms in train stations or at the airport can become unbearable when we are unsure what’s going on or what to expect next. Under the heading “Customer Experience”, an ever-increasing number of companies is providing customers with additional information, such as the delivery status of their orders or changed transport arrival times.
Clarity is now offering a new feature that will enable your contact center to significantly increase customer satisfaction levels. Using a special algorithm, the new system determines the anticipated waiting time, before a call can be connected to an employee in the contact center. The caller is informed about the approximate waiting time via a voice system. Another new feature provides the caller with the option of being called back. The system then informs an agent/employee or the caller details are entered into a so-called “To-Call-Pool”. By the way, the system is extremely flexible: for example, the administrator can determine how long the system waits, before providing the caller with information regarding the expected waiting time.
And as the time spent waiting is relative, Clarity also offers an additional function that allows you to integrate and playback daily items of news in the waiting loop. The result of this is that most callers no longer view the time spent on hold as wasted time, which means the image of your company is improved.
We would be more than happy to provide you with additional, detailed information!
 What’s new at Clarity? Quite a lot! Our developers are constantly working on improving the performance of our systems. For example, the number of available lines in the TC system was significantly extended recently: the Clarity Communication Center can now handle 40% more telephone calls! In order to enable you to improve your customer service and further automate your business processes, we have also developed a number of exciting new features and optimizations that we would like to introduce:
Optimized configuration for TC systems
In order to enable you to react more quickly during peak periods and special situations, the system configuration options have been improved. Administrators can now change settings in a matter of seconds. The idea behind this improvement came from a particular customer, who wanted to be able to distribute the load across additional groups during such peak periods.
New functionality in the ACD area
Clarity has also made a number of improvements with regard to “ACD” (Automatic Call Distribution). In the past, it was only possible to prioritize individual agents. That’s no longer the case, however, as this function can now be used for entire groups. Administrators can now reduce the burden on groups and shorten waiting times quickly and simply with a single click. However, if the waiting time is still too long for a specific caller, they can initiate a callback themselves via the new “Call-Back” function. If this feature is used, the employee in the contact center receives an appropriate message via e-mail. The caller also has the possibility to leave a message instead of being called back.
 A few years ago at the CeBIT, when the first companies started using the term Green IT, most observers were of the opinion that it would be a flash in the pan, a marketing hype that would disappear quickly. How wrong they were! Green IT has finally established itself as a permanent topic at the CeBIT – and not only there. This young evergreen has managed to firmly establish itself by expanding its scope. The latest generation of Green IT concepts deals with the design of business processes that utilize fewer resources, in addition to the development of energy efficient and environmentally friendly devices.
Below you will find two explanatory examples:
• Regular meetings not only result in high travel costs, vehicles and planes produce emissions, which damage the environment, and consume large amounts of fuel. Virtual conferences represent an intelligent alternative, such as those that are possible with the Clarity Communication Center. Convenient, safe, environmentally friendly.
• Not every employee needs to be present in the office every day. Why not work one a day a week in the home office? The Clarity Mobile Server makes this possible. Your employees can use their own phones to make telephone calls at home or when on the go. The Clarity Mobile Server integrates these foreign devices into your telephone system and treats them as if they were normal devices within your company.
We would be happy to assist you in streamlining your business processes and making them more environmentally friendly. Simply give us a call, we’d love to hear from you!
 A few years ago, Clarity’s CEO, Christoph Pfeiffer, was asked about his views regarding the future of the computer by a journalist, to which he replied: “One day, computers will no longer be visible, as such, we will carry them on or in our bodies!”. The new book from Prof. Dr. Lutz Heuser – Haed of SAP Research – could provide the answer as to whether Christoph Pfeiffer’s assumptions were correct. The expert provides an amusing review of the history of computers covering the last 5 decades. He also provides his views regarding the role that computers will play during our working day and everyday lives over the next 20 years.
The book has been written in the form of a diary. For each of the 20 years, it describes one day in the life of Heinz, the book’s fictitious hero. The concept does have certain charm, and the mixture of entertainment and expert knowledge make this book an exciting read for both specialists and laymen. Co-author was the renowned scientist, Lutz Heuser!
We have 3 copies to give away. Simply send us an e-mail with the subject “Book tip” to newsletter.feedback@clarity-ag.net and you will be entered into the prize draw. Entry deadline is the 30. April 2010, the judge’s decision is final. Good luck!
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