1. Managing Communications and Information with Clarity Consulting Simple software + services solutions Isn’t it time your contact center entered the 21 st century ? Easy to use. Flexible for the future.

2. US based software development firm with a 18 year history of delivering on the Microsoft platform. Two Lines of business: Products and Services Deep Experience in Lync and SharePoint Built and delivered the developer training content for OCS R2 and Lync Built and delivered the developer training content for Office 365 Built first ever native MS UC contact center product Built and delivered demos for Microsoft executive keynotes, TechEd, PDC and WWPC Wrote the book on UC development Clarity Connect – Web Chat + IM Chat Only – Portal and Public Facing Web Site Chat – Full Contact Center – ACP Integrator About Clarity

3. About Clarity Connect In 2008, built first-ever native Microsoft UC contact center product, Clarity Connect. In 2010, delivered a native Lync version of Clarity Connect Single, server-side application that provides IVR, ACD, Call Recording, Dashboards, Screen Pops, Reporting and other functionality Engineered for mid to large sized call centers. High Availability, geo-disperse, and virtualized architectures supported.

4. Communications and Process Management for Lync Extends Power of Microsoft Unified Communications Deploys Easily and Integrates Seamlessly Flexible Platform for Innovation Full Featured: IVR, ACD, Workflow and Metrics Delivers Breakthrough User Experience

5. Features - KPI-Driven Alerts, Call Recording, Web Chat, Dial Back Track conditions with quick-glance health meters configured to your KPI Uncover and resolve issues on-the-fly

6. Application Integration

7. Web Chat and IM Routing

8. Clarity Connect - Call Flow Lync Infrastructure PSTN Mediation Server Internet Call Routing AV MCU Presence Clarity Connect Portal IVR ACD Agent Skills Metric Event Queue Metric Event Queue Metrics/Reporting Metrics Processor/SQL Config Agent Presence Mgr. Call Calls are routed through the Lync infrastructure to the IVR. The IVR greets caller and collects context (e.g. identity of caller, reason for call, etc.). Call Context The call and context are delivered to the ACD where a skills-based route is performed to find candidates and presence is used to select one. Agent Real-Time Metrics Real-Time Metrics Data Warehouse Data Warehouse Call is delivered to agent in MOC with integrated screen pop showing context for call.

9. Self-Serve Portal – Real Estate Example

10. Craig Reishus Director of Business Development 312-863-3415 Craig.reishus@claritycon.comCraig.reishus@claritycon.com email and IM Demo - http://connect.claritycon.com/http://connect.claritycon.com/ Clarity Connect Engagement