INTELLIGENT EMAIL ROUTING SOLUTION FOR LYNC & EXCHANGE Clarity Connect adds a powerful set of capabilities to help manage emails for internal groups or traditional customer/ user communications. All native to Lync. Offering additional ways for your customers or employees to easily and intelligently reach knowledge experts within your organization is a must in today’s world. Delivering this in the simplest way for your employees to manage it is a bonus! Clarity Connect enables the intelligent routing of email messages with a seamless experience for your users and employees. An intelligent rules engine that powers the routing allows Supervisors to create simple or complex routing rules to ensure emails are routed to the most skilled agent. Integration into Outlook and OWA using Apps for Office eliminates the need for a new desktop client. Agents simply use the Outlook client reducing training and troubleshooting. This keeps with Clarity Connect’s zero desktop footprint and limits support requests and requirements. Clarity Connect does all the heavy lifting so you can concentrate on what you do for your customers. IS CLARITY CONNECT RIGHT FOR MY ORGANIZATION? For some organizations, Exchange rules and folders are enough to manage their email workload. Most companies however, have more complex needs that can’t be met without something more powerful. Clarity Connect extends the capabilities of Exchange to provide a powerful Skills Based Routing engine for emails based on Lync presence. By adding queueing, transcript recording and historical reporting, companies can provide a higher level of support to their customers using the Microsoft products they already own. TAKE A LOOK AT OUR FEATURES Check out all the features that come with Clarity Connect Email Routing at connect. claritycon.com and learn more by viewing our videos, case studies, and demos. REQUEST A DEMO  855-977-1951 •  [email protected] •  connect.claritycon.com PRODUCT FEATURES AUTOMATIC EMAIL ROUTING MESSAGE REPORTING & ANALYTICS • Skills-based routing with multi-level skills per agent. • Historical Reporting, Live Metrics, agent stats, email stats, and queue stats • Configurable queues with separate metrics and custom templates for auto-replies • Reporting is built on SQL server powered data warehouse • Web-based control panel for configuration of Email routing rules, queues, skills, agents, and KPI-based alerts • Custom Reports can be added • Intelligent routing based on email attributes or parsing of subject and/or body MESSAGE CONSOLE • Automatic or manual after call work period • Control Agent Utilization on an individual basis • Apps for Office powered agent console in Outlook or OWA • Set Priority of emails based on parsing attributes such as from address, subject, or body • Agent options for tracking an entire conversation intelligently • Ability to enter notes for an agent EMAIL TRANSCRIPT “It transforms Lync and Exchange • Record of all emails can be archived from tools that your employees use • Email copies can be forwarded and reviewed when needed within your business into THE way that you do business.” • Attachments are archived and available as well • Entire conversation can be viewed from within Craig Reishus – Director, Business Session Search Development Step Step 1 2 Connect monitors Exchange, routing based on Intelligent rules in Connect Client sends E-Mail Step 3 Message dispatched to Agent with context based on Lync presence & skills Exchange Step Step 5 Client recieves reply 4 Agent responds to client from Outlook LYNC AND CONNECT – IT’S HOW YOU DO BUSINESS.