PRESS RELEASE: Arkadin unveils new contact center functionality for the Arkadin Total Connect Unified Communications service. The market leading Clarity Connect contact center solution provides call center agents greater flexibility in managing their operations and in collaborating with customers, leading to higher customer satisfaction and retention. First introduced last summer, Arkadin Total Connect is a complete UC ecosystem based on Microsoft Skype for Business technology and integrated with Arkadin’s premium audio conferencing.
The service is being demonstrated at the Microsoft Ignite Show, Arkadin booth #431.
“The combination of Arkadin’s hosted UC services and Clarity Connect is a compelling value proposition with the potential to redefine the way the small to mid-market contact centers operate,” says Craig Reishus, Director of Business Development at Clarity Consulting. “Call centers can easily decentralize operations since agents can work from anywhere and still access Arkadin’s UC platform, resulting in greater opportunities to manage and grow their networks.”
Businesses Empowered with Greater Operational Efficiencies and ROI
Arkadin Total Connect gives ENTRUST Technology Consulting Services in San Antonio, Texas a compelling solution for leveraging UC without the internal management and overhead required from an on premise solution. It has empowered their workforce to operate more efficiently and transformed the way they think about their operations since they can now function from anywhere.
“With the way Microsoft offers Office 365, you need to buy a service plan for all components,” says Mitchell Sowards, President of ENTRUST Technology Consulting Services. “But if you need to integrate the full UC functionality, you need an on premise solution or a 3rdpary hosting provider. It all comes from Microsoft, but they can’t supply the voice communications or Clarity Connect which Arkadin provides.”
“Arkadin now has the first native contact center built exclusively for Skype for Business,” says Steve Schwartz, Arkadin VP of UC, NorAM and Global Architecture and Technology. “This will be especially attractive to contact centers who were previously cut off from an integrated UC solution due to fears over complexity and cost.”
The feature-rich contact center capability is easy to deploy, use and maintain without the need to install desktop software. Legacy contact systems can easily be replaced, resulting in lower operating costs.
Telephony and Advanced Analytics Extend Value
The new version of Arkadin Total Connect also has new telephony and advanced analytics features. Arkadin Total Connect Conferencing allows companies to leverage Skype for Business collaboration features, including VoIP and PSTN conferences. It also provides a helpful way to begin the process for those companies interested in a future migration of telephony to UC.
Through a premium reporting portal customers have full 360° view of usage into the way their customers use Arkadin Total Connect. An easy to use dashboard provides automated reports for insights into employee adoption, costs and the quality of the user experience.