Cebit: Clarity Communication Center’s New Features

Clarity presents it’s Predictive Dialer, Softphone, Hosting and VoIP-Connectability

At the Cebit in Hanover (9th till 15th March, Hall 5, Booth D 68), voice and telephony specialist Clarity is going to introduce the new features of its software-based telephony solution “Clarity Communication Center“.

Predictive Dialer

The Predictive Dialer is a software for call centers. During an outbound campaign, the Predictive Dialer loads telephone-numbers from a customer database, dials them automatically and calculates average connection time. Based on this, it figures out when the next agent would be free and puts him on the line with the next call punctually. According to Clarity, the second generation of the predictive dialer has extended features for call evaluation. During the call itself, the agent can write the results into a database – either as selection from pre-defined answers or as free text. After the call, the agent can mark cases as closed or open in order to ensure follow-ups. Clarity suggests a productivity advantage of up to 50 percent in comparison to conventional systems.

Customizable Windows Telephone

Clarity is going to introduce a tool with which a user can design and create a telephone interface for Windows programs. A standard user interface activated by two lines of code already provides the most important telephony functions like dialling, receiving and forwarding of calls. This user interface can be customized and extended with functions like telephone conferencing. A telephone device can be controlled by the PC or, with a headset or the PC itself can be used as a telephone („Softphone“). Clarity names the easy integration of these telephony functions into third-party-software such as CRM systems or call center software as the most important advantage.

Hosting

At the Cebit, Clarity is going to present a hosting model that makes voice applications available all over of Europe in a fraction of time. The heart of the hosting model is a VoiceXML platform which is connected to the network of a major telephone service provider. Clarity offers geographical and non-geographical phone numbers as well as speech recognition and text-to-speech software for Europe’s most important languages. There are several pricing models ranging from monthly fees to call-volume based billing without any upfront investments into installation, hardware or software.

Voice over IP

The Clarity Communication Center can connect remote agents and company locations to the headquarter using the Voice over IP protocol SIP. According to Clarity, there is no need to install an own telephony system in remote company locations anymore. As another advantage, Clarity emphasizes the fact that VoIP, ISDN and analog end devices can be used parallel. This, according to Clarity Chief Christoph Pfeiffer, enables a “soft

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