How Clarity Voice Is Using vCon Technology to Save Customers and Simplify the Tech Stack, Podcast

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“When the franchise wins, we win,” says Mike Onslow, CTO of Clarity Voice, a communications provider celebrating its 20th anniversary this year. Speaking with Technology Reseller News at the vCon conference, Onslow detailed how Clarity Voice is pioneering the use of vCon technology to radically improve call quality, agent training, and customer retention — at scale.

Clarity Voice specializes in delivering communications solutions to the franchise and automotive dealership industries, built around a longstanding partnership with NetSapiens by Crexendo. Over the past few years, however, Clarity saw an opportunity to dramatically enhance business intelligence for small, medium, and micro businesses by integrating vCon architecture with their services.

The Journey from Fragmented Data to Unified Insights

Initially, Clarity developed a custom Call Coach platform — an internal AI tool to help evaluate support calls based on a quality checklist and company core values.

“The problem was that the data was fragmented,” Onslow explained. “We were pulling from multiple systems, APIs, and databases — it was inefficient and hard to scale.”

The solution came with the adoption of vCons — a standardized, lightweight format for capturing conversational data.

“By simply changing the backend to vCons, without altering our platform or NetSapiens’ core code, we unified everything,” said Onslow. “It simplified our tech stack and allowed us to track every call, starting in early January.”

From One Call at a Time to Millions at Scale

Armed with vCon-based data, Clarity Voice is now able to analyze millions of conversations across franchise networks — not just one call at a time.

“The real value to our franchise brands is that we can surface the calls that need review, highlight the best-performing agents, and deliver actionable insights at scale,” Onslow noted.

One particularly powerful new feature is a churn signal detection system. Using vCon-based flags, Clarity can identify rare but critical cases where a customer signals they’re ready to cancel — allowing the CX team to intervene in time.

“One customer was going to churn for sure,” recalled Onslow. “Our team called him back with empathy. After that conversation, he said, ‘Sign me up for ten years.’ That’s the power of this technology.”

Tailored Solutions for Each Franchise

Looking ahead, Clarity Voice is partnering with Crexendo to build customized vCon-based tools for each franchise brand.

“Every brand cares about slightly different metrics,” Onslow said. “vCons give us a standard format underneath, but the tools we build on top can be customized — without adding a ton of operational overhead.”

With a focus on empathy, simplicity, and smart automation, Clarity Voice is setting a powerful example for how the vCon revolution is reshaping communications.

Learn More

Visit clarityvoice.com to learn more about Clarity Voice solutions.
Connect with Mike Onslow on LinkedIn: Mike Onslow

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