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Clarity Connect Adds Facebook Messenger Support

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Clarity Connect Adds Facebook Messenger Support

March 09, 2016

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By Steve Anderson,
Contributing Writer
 


The notion that messenger tools might become one of the big new vectors of communication in business isn't exactly new, but it's starting to show up in general market moves. One big example of this is the recently announced move from Clarity (News - Alert), which brought Facebook Messenger support to Clarity Connect, a native tool for Skype for Business.


With the new Facebook Messenger support, Clarity Connect provides users with an easier way to add Messenger as a contact channel for customers. Using a combination of Facebook's LiveChat software developer kit (SDK) and the Skype (News - Alert) Developer Platform, Clarity could build a cloud-based system that gives Messenger the ability to tap directly into Clarity Connect's contact center. Messenger users can now send messages direct to the corporate users at the other end and make contact accordingly, with the corporate users able to see the messages routed into Clarity Connect.

Already, the new tool has users; Carlson Wagonlit Travel was one of the first to request such a feature made part of Clarity Connect, and is now part of its testing program. There will likely be others to follow.

Clarity's chief technology officer, Jon Rauschenberger, offered comment: “Businesses can now add Messenger as a new channel to connect with their customers and have confidence those messages are being intelligently routed, queued, and managed with one integrated agent experience for better customer care.”

These points are particularly noteworthy parts about the Clarity Connect program, especially as more companies move to an omnichannel customer engagement system. Companies have begun to realize that customers want more options for getting in touch with a company than just the basics of phone calls and email, even though for many, a phone call is still the first point of contact. Customers increasingly enjoy, and want more access to, things like social media and Web-based chat. Bringing in tools like Facebook (News - Alert) Messenger support will help provide those desirable traits without having to do a lot of replacing current customer relationship management (CRM) tools and the like. With Clarity Connect's new measures, businesses should have greater access to a connectivity platform that customers want to use. That improves customer experience, and makes users more likely to stick around, a measure that's particularly important given the increased competition many retailers are facing these days from online shopping options.

Giving customers what they want has always been a big part of business operations, and with Clarity Connect, businesses get a fairly simple way to add a new contact measure customers have wanted to see for some time.




Edited by Rory J. Thompson
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