5 Key Benefits of an Office 365 Contact Center

By Michael Greenlee, Lead UC Architect and Lync MVP – Clarity

Cloud contact centers for Office 365 and Skype for Business are finally available, and now you can move to the cloud while still leveraging your existing Microsoft investments. Consider these five key benefits if you’re thinking of making the switch.


Native Vs. Non-Native

By Michael Greenlee, Lead UC Architect and Lync MVP – Clarity

This white paper outlines the differences between native and non-native products for Skype for Business/Lync, focusing on the contact center as the primary example.


Geo-Distributed Contact Centers

By Michael Greenlee, Lead UC Architect and Lync MVP – Clarity
and Jeremy Puent, Product Manager – Clarity

This white paper describes how organizations facing challenges with geographically distributed contact centers can use Skype for Business/Lync in tandem with the Clarity Connect contact center product to eliminate redundancy, increase efficiency in staffing and resource usage, and begin managing the contact center as a truly global operation.


The Benefits of Call-Backs

By Jeremy Puent, Product Manager – Clarity

This white paper dives into Call-Backs (Virtual Hold) with a detailed look at how they can impact the bottom line and customer satisfaction. With a different approach to solving the issues related to implementing such a solution.


Is Federation Skype for Businesses Secret Weapon

By Michael Greenlee, Lead UC Architect and Lync MVP – Clarity

Microsoft Skype for Business/Lync, has undergone a meteoric rise in the last few years, gaining widespread adoption among companies of all sizes and forcing the incumbents to change strategies to respond.In evaluating or evangelizing Skype for Business, people often focus on the usability of the Skype for Business client; the integration of different communication modes like voice, video, instant messaging, and screen sharing; the new mobile and tablet clients, which make for excellent demos; and potentially cost-saving capabilities like web conferencing. These analyses often overlook or give little attention to two of Lync’s most distinctive capabilities: extensibility and federation.

This white paper explains federation, its role and importance in the Skype for Business product, and outlines some of the ways in which it transforms communication with other businesses and with consumers.