Record communications, enhance performance, transform your business. for ShoreTel

Transcription

1 Record communications, enhance performance, transform your business for ShoreTel

2 Slicker operations, improved performance, delighted customers: Clarify puts your business back in your hands. Take call recording to the next level Clarify is a suite of call recording and quality measurement tools designed to make the difference where it matters most: to your customers, to your staff and to your bottom-line. Best-of-breed recording functionality comes as standard, helping you manage communications across your business. Features include screen recording, stereo playback, filters and playlists, and PCI and HIPAA compliance options. Clarify s Quality Measurement module goes even further. Assessments, reports, and feedback tools can be used to support and motivate staff, hone customer service and sales techniques, and help you monitor and forecast progress. Clarify is built for the way you work. It handles large and complex sites with ease, with different hosting options, and can be securely accessed anywhere from any device. You can choose the modules you want, adding on new modules when it suits your business, saving you money now and for years to come. Smart, reliable, flexible, affordable. It s just what you re looking for.

3 oak.co.uk Call recording for control and insight Clarify call recording provides vital tools for informed management and performance improvement. Capture every detail Never miss a word with Clarify s advanced recording options, which include data and screens as well as voice. Custom flags, tags and marks make it easy to search and sort recordings, for both operational and training purposes. Boost customer service Educated staff make for better customer interactions, so use recorded calls to improve service techniques. Integrate Clarify with your CRM to give staff a full 360 view of customer records when on a call, even if the call is transferred, so they handle calls more effectively. Resolve disputes Stereo recording makes it easy to identify who said what on a call. When disagreements arise, call recording evidence can protect your business integrity, strengthen customer relationships, and help avoid costly pay-outs. Safely handle card payments Clarify can be set up to comply with PCI, FCA and HIPAA regulations, with flexible options for masking card payment details and limiting access to sensitive information. Make better decisions Recordings are easily filtered by date, agent, department, and call content for assessment and analysis using Clarify s Quality Measurement module (more overleaf). Cradle-to-grave views follow the call from one agent screen to another. Clarify Search recordings Stereo playback lets each part of a conversation be streamed for analysis. ideas that change everything

4 oak.co.uk Quality measurement measure, manage, improve Clarify quality measurement (QM) lets you monitor and assess individual and company progress. Get to grips with performance QM helps you identify patterns of behaviour in customers and staff, so you can develop training, service and sales strategies. First, projects are created to support your particular objectives, such as customer greeting and upselling. A filtered playlist is then evaluated call by call using your choice of questionnaire template. The results of this assessment and any other relevant assessments populate a selected project, gradually constructing a useful picture of performance in a given area. You can view all outcomes as a series of comprehensive reports. Support staff and agents QM promotes a coordinated approach to assessment and self-evaluation. Employees can see their own evaluation results, test scores and any feedback that their supervisor adds to the call records. Furthermore, the unique Clarify comments system means that agents can discuss recorded content with supervisors to improve call handling or resolve concerns. Let agents listen to calls, view scores, and exchange 'notes' with supervisors. Clarify Customer Service Clean, contemporary, detailed report presentation. Quick reference graphs and charts.

5 Call recording and QM makes everyone better at their jobs, boosting performance and fostering customer relationships. Agents can see their own scores and feedback, and exchange information with supervisors using Clarify Notes. HELPDESK MANAGEMENT SALES From fi lters to projects to recording rules, personalising your system makes it easier to monitor what matters most. HR Fine-tune your systems Clarify is designed for workforce optimisation with an easy, intuitive interface that gives an excellent user experience. But it goes much further. Clarify offers choice at nearly every level to create a solution that works perfectly for you. You can create your own flags and tags for your call recordings; select rule-based recording options to streamline or automate recording procedures; set privacy and permission levels to optimise workflow. ideas that change everything

6 Why Clarify makes the difference Clarify is built on the Oak Communications Platform (OCP) for a powerful solution that is as individual as your business. Scalable Clarify grows with you. Flexible on demand licensing means you can add the modules you want as you need them, which makes Clarify affordable. We ll keep adding new components too, so you simply buy add-ons instead of having to invest in a complete system overhaul every few years, which makes Clarify future-proof. Easy to deploy Clarify works the way you want it to: on-premise, hosted, virtualised, cloud-enabled. It is fully web-based and can be accessed, securely, on any device wherever you are. Highly efficient Clarify handles extremely large data volumes with ease, bringing power and speed to large sites and multi-site operations. It uses the CTI feed from the phone system to record and report on system events as they happen, while the SQL database back-end and in-memory analytics engine process even big data super-fast. Optimised from the start Clarify installations are project managed, with appropriate training and postinstallation follow-up included. Your customised service plan includes access to our knowledgeable team of sales, service and technical experts. Maximises business systems Clarify integrates with most third-party software, so you get more from all your systems. For example, link Clarify and your CRM records to auto- recordings to clients, or measure staff performance and link it to pay. Your ISV can embed functionality into their applications using our API. Integrates seamlessly with your phone system Oak is an accredited ShoreTel TechConnect partner, which means Clarify works perfectly with your ShoreTel communications platform.

7 oak.co.uk It s Oak that s different We focus on innovation. We re not simply a recording company, but a rich seam of disruptive ideas and technologies that enable businesses and individuals to do things they previously couldn t, or to do them better. We don t copy anyone else When Oak considers a new product, we don t look at competitors offerings. We take the challenge and devise an original solution. Little wonder Oak has itself been copied so frequently over the years. We hire genius developers We like to mix creative spark with technical know-how. Our coders and designers undergo psychometric tests, so we know how they think, how well they understand customers needs, and how they can best work together. We support you better Oak s friendly helpdesk doesn t knock off at 5:30. If you ve a support request at 8pm, they re available to keep your system running perfectly. Clarify is a fundamental tool in developing and handling communications, promoting best practice and optimising performance. Phillip Reynolds CTO Oak Innovation Limited ideas that change everything

8 Clarify puts your business back in your hands. Oak Innovation Limited 7 Albany Park, Cabot Lane, Poole, Dorset BH17 7BX tel: sales@oak.co.uk oak.co.uk Oak is an accredited ISO 9001:2008 company. Oak Systems International Eaton Center, 1 Dundas Street West, Suite 2500, Toronto, ON M5G 1Z3 Canada toll free & fax: local & fax: (+1) sales@oaksi.com oaksi.com Oak products are available from accredited resellers within the UK and internationally. E&OE01/17 V:1 ideas that change everything