Clarity Communication Center improves Call Centre Telephony

New release v2.80 of the Clarity Communication Center offers numerous improvements for call centre telephony / The Predictive Dialer, an outbound telephony module, enables full integration of home workplaces in telephone campaigns / faster set up of new call centre workplaces and simple management of outbound campaigns / More transparency within telephone campaigns for call centres and their ordering customers / networking of numerous call centre locations over TCP/IP / better performance of the Predictive Dialer thanks to new software algorithms.

„The new version 2.80 of the Clarity Communication Center is advantageous especially for call centres and also increases their efficiency“, explains Christoph Pfeiffer, Chief Executive Officer of Clarity AG. The Reason: new functionalities simplify the execution of telephone campaigns (outbound campaigns), which belong to core activities of call centres. For this reason, Clarity AG has improved the performance of the Predictive Dialer module. This very module of the Clarity Communication Center assigns the calls to call agents in a fully automatic manner. To do this, the tool computes the ideal point in time for placing the call based on various parameters, to ideally engage the call centre agents. Thanks to reengineered software algorithms, the Predictive Dialer can better anticipate the reachability of customers and improve the productivity of call centre agents even further.

 

Networking over the Internet
Due to the new software release, call centre operators can now integrate multiple headquarters over the internet or dedicated line. In this way the Clarity Communication Center enables centrally managed control over the whole telephone infrastructure from one location and across-the-locations usage of telephony functionalities. This also saves money, because hardware can be provided only at locations where it is essentially required. Moreover, the whole system can be administered over the internet from any place in the world.

Improved user interface (GUI)
For version 2.80 of Clarity Communication Center, Clarity AG has developed a new, completely redesigned Predictive Dialer user interface for call centre agents. The new user interface takes advantage of possibilities provided by modern C# programming language. The benefit: ergonomic and user friendly user interface eases the work of call centre agents.

Full-fledged integration of home office workplaces
One of these features enables full integration of home based workplaces for telephone campaigns. Both home office employees and call centre operators benefit in mutual manner from this: part-time personnel can conveniently and by the hour – also on demand – work on personal computer at home office. Call centres save office rental costs and can flexibly react during business peak time by falling back on home office employees.

Improved campaign management
The flexibility of call centres is also advantageous for campaign management. The call centre manager is able to quickly change group assignments of call centre agents and swiftly integrate new agents. At the same time, it doesn’t matter whether the agents work in the call centre or at home. Furthermore, when importing addresses, the system is able to avoid redundancies and import or export customer data through a database interface. 

More transparency for inbound and outbound campaigns
Useful enhancement for call centres are also optimized tools for controlling inbound and outbound campaigns. This way, operators and ordering customers can better monitor the service level which is a quality factor of call centres. “We have extended the already existing feature for tracking the calls of call centre agents. This helps improve call centre’s transparency, which can be used to expose its quality characteristic

---