11/2/2013 Cloud-Based Contact Center Infrastructure and Service Level Agreements All of the vendors have a standard contract that they would like their customers to sign. This document is designed to give them great flexibility in all areas, including service level agreements (SLAs). Prospects are cautioned to carefully review the service level commitments that vendors are willing to make, as they are likely to be slanted in the best interest of …Read more
10/28/2013 Worldwide Benchmark Study of Cloud-Based Solutions Finds Widespread Adoption DMG’s September 2013 worldwide survey of 169 enterprise, contact center, IT, Operations, sales and marketing executives, management and leaders in organizations of all sizes, found that 62.4% of respondents were already using cloud-based (also known as hosted) systems and applications in their contact centers or customer service departments. Given that another 45.6% of the respondents planned to implement some kind …Read more
Connect First Wins 2013 Customer Service of the Year Award at the Colorado Technology Association APEX Awards Connect First’s outstanding customer service leads to recognition at the 13th annual APEX Awards in Denver to a sold out crowd. Denver, Colo. (PRWEB) September 12, 2013 Connect First was awarded the Customer Service of the Year Award on Tuesday at the 2013 APEX Awards, the prestigious technology awards recognizing outstanding accomplishments and …Read more
Connect First to Implement Telephone Consumer Protection Act (TCPA)Compliance Suite Connect First, a cloud telecommunications company, has announced that it will implement new Compliance Suite for contact centers that enables them to operate within the law of the new Telephone Consumer Protection Act (TCPA) regulations that come into effect Oct. 16. Sept. 19, 2013 (Boulder, Colo.) – In response to new TCPA legislation concerning outbound dialing, Connect First has announced …Read more
The Connect First platform provides call centers with the ability to become true multi-channel contact centers with the OnQ Internet Chat feature. When utilized in conjunction with call queues, agents can efficiently handle multiple communication channels.
Efficient and effective management of call center is predicated upon access to real time accurate data. This data needs to be easy to understand, intelligently laid out and, most of all, accurate.
Reporting in the contact center is critical to measure performance against expectations. The Connect First cloud- based contact center platform integrates extensive Detail Data Reporting to support these initiatives and provide a clear picture of historical and current activity in real-time. Regardless of the direction of the call, the reporting suite provides the data leaders need quickly and effectively.
Advanced Call Center Metrics Improve ROI Advertising dollars can be spent more efficiently with call tracking platforms, especially when integrated with a powerful Interactive Voice Response (IVR) solution.
Live agents play an important role in the cloud call center, providing a quality interaction for the customer. However, where standard information is needed or for off-hours call handling, IVR can be a powerful tool. Basic information access can be routed through IVR, freeing agents to handle more complex issues.
Cloud Routing to Optimize Distributed Agents. Connect First provides a unified queue in the cloud which can be used by marketing agencies, Direct Response advertisers or any entity that requires efficient distribution of inbound calls to multiple destinations and/or call centers.