Clarity Connect

Pros

Right away, I was pleasantly surprised by how well this worked with our existing Skype for Business setup. It paired nicely with features like skills based routing which has really changed how customers get connected to the most suitable agent.

Cons

One thing I noticed is that there doesn't seem to be an option to escalate a call or switch a call around without losing context. Transfers between agents also dont feel really smooth so agents often have to re explain the issue from the beginning which is frustrating for customers.

Pros

One of the best things about this app is how well it integrates with Skype for Business. I'm really pleased that the different features across the programs are all available directly from the Skype platform with a single click, instead of needing to jump between multiple applications.

Cons

It does run into trouble with data reconciliation. Syncing issues keep coming up which often leads to duplicate entries and incorrect customer information. That creates a lot of annoying extra work for agents especially when they have to compare records and sort out the data differences.

Pros

Something I really value about it is how convenient it is to use. The call recording and quality checking highlights have played a big part in helping our client support team improve the way we present and handle calls.

Cons

Tracking specialist performance by specific client segments or drilling into call abandonment reasons takes far more effort than it should. Because of that, improving our overall contact center operations becomes much more difficult.