Record communications, enhance performance, transform your business

for Cloud Telephony

Get more from your communicationsClarify is a recording and evaluation solution designed to make a difference where it matters most: to your customers, staff and the bottom line.

Combining intelligent recording technology with intuitive interfaces, Clarify lets you capture, process and store important phone interactions for easy retrieval and in-depth analysis. Clarify enables businesses to prioritise customer experience, as a training and assessment tool that identifies performance gaps and helps staff improve.

For peace of mind and compliance purposes, Clarify handles information securely and in line with the latest UK and EU regulations. It uses advanced encryption, provides infinite storage, and includes user policy permissions and PCI compliant card payment processing options.

Slicker operations, improved performance, delighted customers: Clarify puts your business back in your hands.

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Securely store, analyse and share the conversations that matter.

Introducing call recording on demandClarify captures and stores every conversation that takes place over the phone, ready for analysis, auditing, compliance and training purposes. Advanced features allow you to define which calls or parts of calls are recorded and who can access them for greater control over your communications.

Flexible recording options – Record all calls handled by a specified person or the occasional sample on demand.

Real-time rules – Specify real-time recording criteria to closely adhere to compliance requirements.

Screen recording – Capture screen activity as well as voice during a conversation for a complete picture of customer interaction.

* Available as an option.

Customise your playlist Recordings are safely stored, easy to search and quick to retrieve, whether you want to check a contract, evaluate staff performance, compile FAQs, or collate evidence for sharing.

Intelligent searching – Find the call recording you need quickly and easily using advanced filters, tags, flags and marks.

Stereo playback – Establish precisely 'who said what' on a call by listening to each side of the conversation in turn.

User defined access – Choose who can access recordings, from limited guest access to full administrator access.

Export to email – Email MP3 call files to colleagues or customers to improve day-to-day service.

Call sharing* – An added layer of security that sends a time-limited playback link to the recipient, where access restrictions still apply even after it’s been shared.

Capture every detail

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For total peace of mind, discover built-in security and compliance options that keep your back covered.

* Available as an option. ** PaymentAssist works with any phone system and is available to purchase with or without Clarify call recording.

Tick all the boxesClarify helps you meet the latest requirements from the FCA, PCI DSS, MiFID II and GDPR, keeping sensitive data secure with a range of flexible compliance options.

AES 256 bit encryption – Stores all recordings in a tamperproof format to provide evidence for investigation, whilst also helping to deter internal misconduct.

Long-term storage – Store recordings for as long as you need in a robust database with superior response times to searches.

GDPR conformity – Uphold the customer’s right to be forgotten, with options to prevent calls being recorded and stored, and the ability to selectively remove calls from the database. Generate reports on records/numbers impacted.

HTTPS security – The Clarify browser-based interface supports secure HTTPS traffic.

Protect your business

Dispute resolutionEven the best businesses have to deal with customer complaints and misunderstandings. The ability to review calls with customers can help settle disputes quickly and amicably before they escalate into costly legal battles. With Clarify, you can listen to each side of the conversation in turn to establish who said what, and even check what was entered on screen. Should the worst happen, Clarify encrypted recordings are recognised evidence in a court of law that could help save your money and reputation.

Card payment processingEnjoy all the benefits of call recording without capturing sensitive card payment details to support PCI DSS compliance.

Automated start/stop* – Choose from a variety of methods that detect when a card payment is being made and automatically pause/resume recording to omit card numbers.

DTMF start/stop – Enter a code into the handset to pause/resume recording a call in progress.

PaymentAssist** – A cloud IVR payment processing solution that removes card details from the contact centre environment to simplify PCI compliance. Choose from agent-assisted or self-service versions.

Fast. Simple. Secure.

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Unleash your potential with tools that transform customer experience.

* Available as an option.

Get to grips with performance

Quality Measurement*An advanced assessment and reporting tool rolled into one, Clarify QM lets you evaluate and monitor individual and departmental performance in detail against defined objectives. You can identify knowledge and skill gaps, as well as trends in customer behaviour, to inform training, sales and service strategies.

Projects – Create projects to support key short-term or long-term service objectives, such as customer greeting or upselling.

Questionnaires – Choose from standard and customisable templates.

Assessments – Select playlists based on user ID, customer numbers, CLI and DDI, and apply specified Questionnaires to populate Projects.

Reports – Project outcomes are presented as comprehensive reports to help monitor and forecast progress.

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Live Listening*Listening in to calls in progress on a select extension helps managers assess performance, train new employees, and support staff handling challenging scenarios.

Stay on target.

Agent ClientThe Clarify Agent Client is a nurturing tool that lets individuals track their own performance scores and view supervisor feedback.

An intelligent Notes system facilitates a collaborative review of calls, providing staff with training and support when and where it’s needed.

Clarify delivers choice, flexibility and resilience at every level.

Scalable and flexibleClarify gives you choice right from the start, with the option to add more features and users when you’re ready. Easy search and playback, long-term storage, and compliance options can be upgraded to include advanced quality measurement, customised recording rules, and additional compliance features.

Freedom of deploymentClarify fits with your current IT infrastructure: on-premises, multi-site, virtualised, cloud. It can be accessed, securely, on any device even across highly distributed organisations, delivering call recording audio and meta-data back to a single point of access.

Business continuityFor total peace of mind and where call recording is business-critical - as for FCA and MiFID II compliance purposes - recording system redundancy can be deployed to ensure that crucial call data is always captured.

Highly responsiveClarify handles extremely large data volumes with ease, providing metadata on recording events as they happen, and storing recordings for as long as you need in a robust database with superior response times to searches.

Tailored support packagesClarify installations are delivered with project management, training and a range of post-installation service and support options. Your tailored SupportX service plan includes access to our knowledgeable team of sales, service and technical experts, with Gold and Platinum packages offering system monitoring and rapid response times.

Workflow optimisationFor improved data-management and service provision, Clarify can be integrated with most third-party software, including CRMs, websites, and payment processing systems. Oak can create these links for you, or your ISV can embed functionality into their applications using our API.

Why Clarify makes the difference

oak.co.uk

Innovation is at our coreWe combine technical knowhow and creative flair in products anyone can use. We ground big ideas in real solutions allowing businesses to do things they couldn't before, or to do them better.

We put our customers firstWe take time to understand the needs of our customers and design solutions accordingly. We're known for our friendly yet highly professional staff who are there for you every step of the way: from initial consultation and product demonstration, to project management, training, service contracts and support from our UK helpdesk.

Oak has been capturing vital communications data for more than 30 years, with a passion for creating innovative solutions that provide critical information for strategy, service improvement and growth.

With Oak it’s different

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Clarify puts your business back in your hands.

Oak Innovation Limited

7 Albany Park, Cabot Lane, Poole, Dorset BH17 7BX

tel: 0800 9889 625

email: sales@oak.co.uk

oak.co.uk

Oak Systems InternationalEaton Center, 1 Dundas Street West, Suite 2500, Toronto, ON M5G 1Z3 Canada

toll free & fax: +1 888 720 6968 local & fax: (+1)647 723 7049

email: sales@oaksi.com

oaksi.com

Oak is an accredited ISO 9001:2015 company. Oak products are available from accredited resellers within the UK and internationally. ide

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