Clarity Connect Reviews

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.

Pros

Working with this has been a real advantage since it fits right into Skype for Business. Having full call center functionality available inside a platform I already know well makes day to day work much more convenient and efficient.

Cons

On the downside, Clarity Connect still hasn't connected properly with our CRM or marketing automation tools so we've had to spend a lot of time on setup and manual data entry. That breaks up workflows and leaves data stuck in separate systems which really goes against what you want from a contact center solution.

Pros

I enjoyed working with their business strategy and consulting teams. We partnered closely to shape a clear strategic vision and build thoughtful roadmaps that helped strengthen our business and stay ahead of our biggest competitors.

Cons

I wouldn't really call it a dislike because that feels too harsh. There were a few minor bumps during the early sales process but that tends to happen whenever a product is being evaluated.

Pros

Connection speeds have been consistently fast, the pricing feels affordable and I haven't run into any throttling or slowdowns.

Cons

Honestly, there isn't anything I dislike about the service.

Pros

The interface is clean and simple to use which makes getting around the software pretty hassle free.

Cons

One UI issue is that clicking on an agent opens their history but clicking again doesn't collapse it. Another frustrating bug is that the "Hide Queues" preference doesn't get saved so it has to be reset every session.

Pros

A big plus is that my team doesn't need to run a separate client alongside their SfB chat client. Clarity Connect is built right into the native SfB client which makes everything much more convenient.

Cons

At this point, we haven't run into anything about the product that we dislike.

Pros

Its interface is very visually pleasing and the color choices are really nice. I especially loved the black background with the colored text which made everything stand out well.

Cons

There were times when the information didn't seem accurate. For example when I tried to transfer a call, it wouldn't connect and the system crashed quite a bit.

Pros

Being cloud hosted is useful since I can log in through a browser and access it from pretty much anywhere.

Cons

The interface feels quite outdated and isn't very user friendly. It takes a while to learn how to navigate the tool and get comfortable using it.