Call Center

Clearspan Call Center provides an integrated, full-featured solution with all the benefits of the Clearspan advanced voice and multimedia applications. Enterprises can deploy a Call Center solution with the resiliency of a carrier-class platform, enabling a comprehensive, feature-rich call center anywhere in the world—with no hardware, software or upfront capital expenditures. This solution supports individual centers as well as distributed multi-site centers to act as a single virtual call center, regardless of geographic location.

• Implement call centers that span sites or countries for “follow the sun” service capability
• Create virtual call centers
• Agent and Supervisor modes
• Download Datasheet »

Presence

Presence, the ability to determine in real-time the location and availability of the people we want to communicate with, is a key tenet of Unified Communications. Incorporating presence into an enterprise communications solution can provide dramatic improvements in productivity by streamlining communications, reducing redundant messages and making it possible to select the best method to use in every situation. Gone will be the days when an email is followed by a voicemail followed by an IM all trying to convey the same information. Knowing in advance which communication method is best reduces the number of messages sent and the number of messages that have to be dealt with.

The net effect can be significant reductions in decision lag time and improvements in productivity. Delivering the right information to the right people in a form they can most readily deal with eliminates much of the time projects spend simply waiting.

Clearspan integrates with Microsoft^® Office Communication Server 2007^™ for presence and instant messaging. This integration provides both call control capabilities from the Office Communication Server desktop clients and presence and status updates to OCS based on changes in Clearspan phone and applications.

Web 2.0 Mashups

Clearspan Xtended Services (Xsi) are a set of application programming interfaces supporting the integration of Clearspan functions with Internet services to create Web Applications or mashups. Xsi adds a public web service interface to the offering, the voice services can be integrated with existing Internet services. This integration is done outside of Clearspan. It can be done by end users, the IT department or third party developers to provide applications that normally could not be offered in a mainstream offering.

The Xtended Services are a set of RESTful APIs that allows resources to be defined and addressed over HTTP with simple XML. This approach requires less client-side software to be written than other approaches and is the overwhelming choice for developers to create Web Applications. Capabilities include:

• Call Control – Dial, answer, manage and release calls
• Call Status – Notifications of the status and changes to calls in process
• Call History – Placed, missed and received call plus call detail
• Service Control – Enabling and disabling Clearspan Services
• Media Control – Conferencing, digit collection, Play/record, Text-to-Speech and Speech-to-Text (if equipped)

Unified Messaging

Fully integrated voice, video and fax messaging provides for incredible flexibility and productivity. Clearspan’s next-generation messaging goes beyond classic voice mail to take full advantage of a converged IP environment, providing users with the flexibility to use and manage their messaging service from anywhere, and over any interface. Clearspan messaging provides all of the features of a traditional voice messaging solution, plus:

• Fax and video messaging
• Message delivery to any specified e-mail account
• Message waiting notification delivered to the phone and to any specified mail or SMS account such as a cell phone
• Integration of messaging capabilities with Clearspan services such as Call Back, Transfer, CommPilot Express, Escape to extension, Voice portal, and Instant voicemail
• Integration of hybrid messaging systems within an enterprise
• User and administrator self-provisioning and configuration through a Web interface
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IP Telephony

The core of Clearspan is a world class advanced IP Telephony system capable of supporting organizations from 1,500 users to hundreds of thousands. Clearspan is SIP-to-the-Core and supports a broad line of SIP wired and wireless devices. However, one of its key advantages is a patented device-independent architecture that enables Any Call, Any Device, Anywhere capability in your enterprise that can span a single building, a contiguous campus or thousands of locations around the world. This means that Clearspan’s advanced feature set is available to all of your constituents regardless of their location or the device on their desk, even if they don’t even have a desk!

Work Anywhwere

Clearspan delivers all features to any telephone inside or outside the enterprise. Users can work from home, on their cell, at a branch office or from any remote location with the same capabilities as if they were at their desk and can seamlessly move calls from device to device with no interruption.

• Seamless use of multiple communication devices
• Enables mobile users to access and use telephony services from any end-point, on or off-net
• Users can originate calls from remote locations, such as a home office or mobile phone, and access personal call lists and Outlook Contacts

Desktop Integration

Clearspan includes integrated Microsoft Outlook, Internet Explorer and Firefox toolbars that enable users to make and accept telephone calls, and change telephone settings; The Clearspan Assistant is an easy to use, lightweight desktop communications product for everyday users.

• Convenient desktop toolbar for easy access to calling features and user provisioning
• Users configure their services (ie. Call forwarding, etc…) and control calls via a PC
• Click to call dialing via Microsoft Outlook
• Add vCards in contacts for new incoming calls
• Fully integrated with the Clearspan platform
• Outbound click-to-dial from Outlook contacts
• Highlight a phone number on a Web page or outlook email and right-click to dial
• Call notifications with caller identification from Microsoft Outlook directories
• Full call control
• Change telephony service settings such as 1) Call Forward All, 2) Call Forward No Answer, 3) Call Forward Busy and 4) Do Not Disturb
• View personal directories
• View Call History
• Download Datasheet »

Fixed Mobile Convergence

Clearspan Anywhere^™ allows enterprises to offer a Fixed-Mobile Convergence (FMC) solution where subscribers can use their cellular phones as a Clearspan station. Subscribers can seamlessly move their calls from a fixed phone to a cell phone, or vice versa.

• Start a call on a cell phone, and pull it to a desk phone (or vice versa)
• Caller dials one number and employee’s cell and landline phone ring simultaneously.
• Users can make calls from their cell phone and have it appear to be coming from their desk phone.
• All voicemail messages are directed to the Clearspan voicemail box.

Conferencing

Clearspan Conferencing is a suite of conferencing and collaboration capabilities that enable users to work together as never before. Clearspan Conferencing provides easy to learn and use tools for creating, scheduling, managing and recording conferences.

• N-Way conferences set up directly from the phone
• Full web and audio business conferences
• Microsoft Office integration
• Collaboration via presentation capabilities
• Moderator Control
• In-Call Functions
• PIM Integration
• Reporting
• Recording
• Access Code Generation
• OAM Integration

Clearspan^® is a complete communications suite built as a single application environment. This unique design allows applications to be added to the network through a simple software license file. Because the applications are software-based, there is no need to perform costly hardware upgrades, complex integration, and training every time a new application is deployed. All Clearspan applications run on the same platform, use a common interface and can be added to the network at anytime.