Clarity Connect Cloud Contact Center Solution - Covering Your Premises and Cloud Options
Buying, expanding or upgrading a contact center today is a major puzzle for almost any mid-sized business or large enterprise. Microsoft Skype for Business, whether the Server edition on-premises or the Cloud PBX version in Office 365, adds another important consideration for most enterprises. This week, Clarity announced its new Clarity Connect cloud contact solution package aimed directly as solving this important puzzle.
For any contact center, it is clear that any new solution must be:
- In the cloud - if the cloud meets the needs. This is clearly the new, progressive direction for any software. The cloud is already the proven direction for customer care (just check out Salesforce.com, Microsoft Dynamics, ServiceNow, and so many online applications), so there's clear momentum and rationale to use the cloud, if feasible. Cloud-based solutions provide software that is continually updated and don't require installing and maintaining an expensive, multi-server, redundant on-premises system.
- Flexible - Cloud-based solutions provide software that is automatically updated to keep pace with the marketplace. Cloud-based solutions are much more likely to adapt to the many services and connectors that are increasingly being produced via the cPaaS (communications Platform as a Service) providers. This includes all of the fast-growing options for UCaaS (Unified Communications as a Service) such as Office 365 Skype for Business Cloud PBX, Vonage Business, Ring Central, 8x8 and others.
- Economical - Cloud solutions don't require installing and maintaining an expensive, multi-server, redundant on-premises system. Further, most cloud-based systems are designed as integrated code which is far more efficient and economical than the multi-vendor lash-ups that most on-premises vendors are offering to their customers. Already, we are seeing the total cost of ownership of the cloud-based solutions dropping below the $100 per user per month level; the forecast is for further declines in those prices as the CCaaS market place continues rapid growth.
A key factor here will be the enterprise's choice of UC platforms. If the enterprise is committed to legacy-style VoIP solutions such as Avaya, Cisco, Mitel, NEC, ShoreTel and others, then the cloud-based options may be limited to the hosted versions of those products.
However, if the enterprise sees UC as "communications integrated to optimize business processes," then it is very likely the future direction will focus on Microsoft's Office 365 with Skype for Business Cloud PBX features. This will bring voice PSTN (public switched telephone network) features into the same context as the entire Office suite of business tools used in most enterprises - i.e., voice is added to email, IM, documents, sharing, online meetings, video, collaborative workspaces, and social networking rather than trying to hook the PBX up to all of these core services through various, often fragile, integration methods.
However, there's a challenge here since Skype for Business Cloud PBX is not ready for all of the various usage profiles in the enterprise. Some usage profiles, such as collaboration and field, are already well served by Skype for Business Cloud PBX. Other usage profiles, such as administration and executives, have more complex voice telephony needs; it will take a few cycles of feature additions for all usage profiles to be served by Cloud PBX. For the contact center usage profile, Microsoft chooses to work with partners, rather than building the contact center applications into the Office suite. Clarity Connect, the sponsor of this article, was an early member of that contact center partner community, with notable success to date.
As a proactive Microsoft partner, Clarity Connect figured the need for the contact center solution to work seamlessly with both the on-premises Server and the cloud-based O365 versions of Skype for Business. Clarity Connect has now announced a very practical solution to this requirement that will cover all three logical cases: on-premises, Office 365 Cloud PBX, and hybrid of the two.
The approach is to offer Clarity Connect contact center from the cloud via five premier hosting providers. In this way, the same contact center functionality can be provided for all three cases:
- On-premises: If the enterprise is still running Skype for Business on-premises, then the hosted Clarity Connect solution will connect to the on-premises system via federation, a proven and well-supported Microsoft capability.
- Office 365 Skype for Business Cloud PBX: In this case, the Clarity Connect contact center will federate with the enterprise's Office 365 tenant, just as voice partners have been doing since the start of Office 365 services.
- Hybrid of on-premises Server and Cloud PBX: Since Clarity Connect has included both the on-premises and the Office 365 connection methods in their software, both of those methods can operate simultaneously to cover the graceful evolution that most enterprises will need as they move the voice communications services either from on-premises Skype for Business or from on-premises legacy PBX systems.
More information on these three options is available at connect.claritycon.com.
This paper was sponsored by Clarity.
Tags
Start YourCustomized Search
SOLUTION AREA
SOLUTION PROVIDERS
- 8x8 (40) Apply 8x8 filter
- Alcatel-Lucent Enterprise (50) Apply Alcatel-Lucent Enterprise filter
- AT&T (44) Apply AT&T filter
- AudioCodes (49) Apply AudioCodes filter
- Avaya (397) Apply Avaya filter
- Cisco (574) Apply Cisco filter
- Dell (11) Apply Dell filter
- Five9 (54) Apply Five9 filter
- Fuze (39) Apply Fuze filter
- Genesys (100) Apply Genesys filter
- HP (98) Apply HP filter
- IBM (171) Apply IBM filter
- Jabra (9) Apply Jabra filter
- Logitech (56) Apply Logitech filter
- Lumen (4) Apply Lumen filter
- Masergy (50) Apply Masergy filter
- Microsoft (766) Apply Microsoft filter
- Mitel (233) Apply Mitel filter
- NEC (128) Apply NEC filter
- Nectar (58) Apply Nectar filter
- Polycom (95) Apply Polycom filter
- Ramp (37) Apply Ramp filter
- RingCentral (126) Apply RingCentral filter
- Sennheiser (18) Apply Sennheiser filter
- Slack (13) Apply Slack filter
- Tata Communications (59) Apply Tata Communications filter
- Unify (186) Apply Unify filter
- Vonage Business (80) Apply Vonage Business filter
- Yealink (8) Apply Yealink filter
- Zoom (21) Apply Zoom filter
- Acme Packet (24) Apply Acme Packet filter
- Allworx (2) Apply Allworx filter
- Arkadin (22) Apply Arkadin filter
- Aspect (34) Apply Aspect filter
- BT (25) Apply BT filter
- CaféX (8) Apply CaféX filter
- CallTower (14) Apply CallTower filter
- Clarity Connect (10) Apply Clarity Connect filter
- Continuant (1) Apply Continuant filter
- Damaka (4) Apply Damaka filter
- Dialogic (5) Apply Dialogic filter
- Dimension Data (44) Apply Dimension Data filter
- Empirix (11) Apply Empirix filter
- Enghouse Interactive (17) Apply Enghouse Interactive filter
- Inference Solutions (9) Apply Inference Solutions filter
- IntelePeer (27) Apply IntelePeer filter
- IR (11) Apply IR filter
- Jive (21) Apply Jive filter
- Kurmi Software (21) Apply Kurmi Software filter
- Lifesize (33) Apply Lifesize filter
- Lightware (3) Apply Lightware filter
- Mavenir (6) Apply Mavenir filter
- Modality Systems (8) Apply Modality Systems filter
- Momentum (36) Apply Momentum filter
- Netfortris (5) Apply Netfortris filter
- NetSapiens (6) Apply NetSapiens filter
- NewVoiceMedia (31) Apply NewVoiceMedia filter
- Nureva (26) Apply Nureva filter
- NUWAVE (5) Apply NUWAVE filter
- Orange (32) Apply Orange filter
- OVCC (8) Apply OVCC filter
- Panasonic (18) Apply Panasonic filter
- PanTerra Networks (9) Apply PanTerra Networks filter
- ScanSource (21) Apply ScanSource filter
- SIPPIO (3) Apply SIPPIO filter
- Snom (20) Apply Snom filter
- Star2Star (8) Apply Star2Star filter
- StarLeaf (12) Apply StarLeaf filter
- Tadiran Telecom (2) Apply Tadiran Telecom filter
- TekVizion (9) Apply TekVizion filter
- Unimax (7) Apply Unimax filter
- Verint (41) Apply Verint filter
- Voice4Net (2) Apply Voice4Net filter
- VOSS (85) Apply VOSS filter
- Voxbone (14) Apply Voxbone filter
- West (28) Apply West filter
- XO Communications (3) Apply XO Communications filter
- Yorktel (17) Apply Yorktel filter
- Zultys (2) Apply Zultys filter
- 3CX (8) Apply 3CX filter
- ADDASOUND (1) Apply ADDASOUND filter
- Aerohive (1) Apply Aerohive filter
- Aryaka (1) Apply Aryaka filter
- Asurion (22) Apply Asurion filter
- Avnet (7) Apply Avnet filter
- Bandwidth (5) Apply Bandwidth filter
- Calabrio (5) Apply Calabrio filter
- Consilium Software (13) Apply Consilium Software filter
- Drum (5) Apply Drum filter
- ESI (6) Apply ESI filter
- Esna (16) Apply Esna filter
- Exinda (2) Apply Exinda filter
- EZuce (3) Apply EZuce filter
- GUnify (6) Apply GUnify filter
- Highfive (4) Apply Highfive filter
- Huawei (47) Apply Huawei filter
- Imagicle (3) Apply Imagicle filter
- IPCortex (1) Apply IPCortex filter
- KnoahSoft (1) Apply KnoahSoft filter
- KOVA (1) Apply KOVA filter
- Logmein (9) Apply Logmein filter
- Metropolis Technologies (4) Apply Metropolis Technologies filter
- Mutare (2) Apply Mutare filter
- NextPlane (27) Apply NextPlane filter
- Ooma (16) Apply Ooma filter
- Patton (11) Apply Patton filter
- Radish Systems (1) Apply Radish Systems filter
- Radisys (3) Apply Radisys filter
- Shango (1) Apply Shango filter
- SMART (163) Apply SMART filter
- Stack8 (1) Apply Stack8 filter
- Swyx (1) Apply Swyx filter
- TrueConf (4) Apply TrueConf filter
- UJET (13) Apply UJET filter
- Voximplant (3) Apply Voximplant filter
CONTENT TYPE
- BC Expert Insights Market (43) Apply BC Expert Insights Market filter
- BC Expert Insights Objective - Vendor Neutral (42) Apply BC Expert Insights Objective - Vendor Neutral filter
- BC Expert Insights Planning (15) Apply BC Expert Insights Planning filter
- BC Expert Insights Solution (12) Apply BC Expert Insights Solution filter
- BC Expert Insights Vendor (80) Apply BC Expert Insights Vendor filter
- BC Expert Insights Vendor Solution (145) Apply BC Expert Insights Vendor Solution filter
- BC Expert Roundtable (133) Apply BC Expert Roundtable filter
- Bcs Webinar (0)
- Bcs Webinar Registration (0)
- Best Practice (38) Apply Best Practice filter
- Buyer Guide (14) Apply Buyer Guide filter
- Case Study (29) Apply Case Study filter
- Executive Interview (145) Apply Executive Interview filter
- Expert Roundtable (450) Apply Expert Roundtable filter
- Guest Contributions (35) Apply Guest Contributions filter
- Multimedia (38) Apply Multimedia filter
- News Analysis (2081) Apply News Analysis filter
- Newsfeed Article (1303) Apply Newsfeed Article filter
- Newsfeed Article (1) Apply Newsfeed Article filter
- Thought Leadership (21) Apply Thought Leadership filter
- Vendor Collateral (211) Apply Vendor Collateral filter
- Vendor Resource Best Practices (24) Apply Vendor Resource Best Practices filter
- Vendor Resource Buyers Guides (2) Apply Vendor Resource Buyers Guides filter
- Vendor Resource Multimedia Content (4) Apply Vendor Resource Multimedia Content filter
- Vendor Resource White Paper (4) Apply Vendor Resource White Paper filter
- Webinar (13) Apply Webinar filter
- Webinars (7) Apply Webinars filter
- White Paper (64) Apply White Paper filter
MORE FILTERS
INDUSTRY
- Banking And Investment (800) Apply Banking And Investment filter
- Education (446) Apply Education filter
- Energy And Utilities (487) Apply Energy And Utilities filter
- Finance (12) Apply Finance filter
- Government (675) Apply Government filter
- Healthcare (482) Apply Healthcare filter
- Hospitality (180) Apply Hospitality filter
- Insurance (100) Apply Insurance filter
- Manufacturing (704) Apply Manufacturing filter
- Media/Publishing (422) Apply Media/Publishing filter
- None (43) Apply None filter
- Professional Services (745) Apply Professional Services filter
- Retail & Distribution (798) Apply Retail & Distribution filter
- Technology (1611) Apply Technology filter
- Transportation (110) Apply Transportation filter
Comments
There are currently no comments on this article.
You must be a registered user to make comments