http://connect.claritycon.com/
http://www.lyncuserforum.com/news/siptrunking/clarity/Lync%20Solution%20Brief-Clarity%20Connect.pdf
Clarity Connect is the first-ever contact center platform that is native to the Microsoft Lync Server 2010 environment. It was developed by Clarity Consulting, a company with comprehensive experience working with the Microsoft Unified Communications extensibility platform. Because it is native to Lync Server 2010, Clarity Connect is able to use the powerful features inherent in Lync Server to deliver a fully featured, multi-modal (voice, IM, web chat, email, SMS), contact center without introducing the complexity of competing offerings.
Clarity Connect also significantly simplifies the pricing model for a full featured contact center. By providing a flat-rate price customers can elect any or all of the standard features inherent in Clarity Connect such as call recording, silent join, web chat and email routing and can also include an unlimited number of voice, endpoint and Supervisor ports.
Contact Center Example from Clarity - the following is an example from a Lync approved contact center solution. The call flows likes this:
1. Calls are routed through the OCS infrastructure to the IVR.
2. The IVR greets caller and collects context (e.g. identity of caller, reason for call, etc.). Rollover image for animated tutorial.
3. The call and context are delivered to the ACD-Automatic Call Distributor where a skills-based route is performed to find candidates (most skilled-suited) and presence (available, busy) is used to select an agent. Click here for Microsoft documentation on Presence states and other topics.
4. Call is delivered to agent in Lync Communicator with integrated screen pop showing context for call.
Clarity Connect is also ideally-suited for customer service applications.
Clarity's Automated Work Distributor (AWD) is a high-quality, enterprise-class Communication Enabled Business Process (CEBP) solution that increases the efficiency our clients' complex business processes. Clarity's AWD ensures that tasks get intelligently routed to the best available resource, removing choke points and inefficiencies which can negatively impact revenue and internal or external customer satisfaction.
AWD leverages Microsoft Lync's powerful communication and collaboration tools to provide a solution that is compelling and meaningful to the management of work flows. With AWD, companies with intricate and mission-critical work flow requirements, such as organizations in the Professional Services, Financial, Legal, Health Care and Insurance industries, can leverage their investment in Lync and introduce a solution that performs the intelligent routing of tasks, provides real time and historical reporting and ensures compliance with internal procedures and regulatory requirements.
1. When a new ticket is created, a route request message will be generated and sent to the Clarity Connect AWD-Automated Work Distributor via the Azure Message Bus.
2. The AWD examines the attributes of the SR along with the routing rules in the Config DB to determine the skills required.
3. Once the required skills are determined, the AWD will identify properly skilled resources using the Resource Skills DB and offer the item to those available based on the Agent Presence DB.
4. If no resources with proper skills are available, the request will be queued until a resource comes available.
5. When the presence of a resource changes either in Lync or MS Solve, a message will be sent to the Clarity Center Platform.
6. The Presence Change message is processed updating the resource's availability - any queued requests that the resource is properly skilled to handle are offered.
7. Work Items are offered to resources via a SIP Invite that will open an instance of the Lync Conversation Window.
8. The Conversation Window is opened with the Extension Pane showing a Silverlight application summarizing the SR and allowing the resource to select an action (e.g. Accept, Decline, etc.).
9. When a resource accepts a ticket, a message is sent from the AWD back to MS Solve and the SR is updated with the assignment to the resource.
http://crosstalk-techtionary.blogspot.com/2011/03/lync-contact-centers-part-2-clarity.html 
Clarity Connect Overview
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