ACD (Automatic Call Distributor)

Gain total control over the call flow in your inbound contact center with the Connect First Inbound Call Routing Platform. Key features such as skills-based contact center agent selections, flexible scheduling, and our proprietary QueueFlow routing engine ensure you can easily route calls to your exact specifications with our ACD. Our completely self-service contact center management platform allows you to easily manage and monitor your contact center from anywhere in the world with just a browser and an internet connection.

Inbound routing for the modern contact center

All inbound calls are received in one of our carrier-grade, tier-1 facilities. Call control is seamlessly passed from the switching hardware to the intelligence layer of the Connect First platform, capturing all configuration and preferences you set in the administrative application.  Once the right contact center agent is found, the ACD connects the agent via standard landline, softphone, or SIP device.  The connected agent will receive a whisper message to signal the call type, while the Computer Telephony Integration (CTI) screen pop provides relevant scripting and caller information. Your contact center agent is then equipped to properly handle the inbound phone call.

ACD-screen2
ACD Features
  • Call Recording
  • Geo-Spatial Routing
  • Custom Scripting
  • Skills-Based Agent Routing
  • Flexible On-Hold Messaging
  • Real Time Reverse Match
  • DTMF (Touch Tone) Queue Events
  • Direct Agent Dialing
  • Dynamic End-Call Dispositions
  • Exception Handling
  • Third Party Transfers
  • DNIS Based Call Queues
  • IVR
  • DID (Direct Inbound Dial), Toll-Free, or pure SIP (VoIP) termination
  • Real Time SOAP/Web Service Data Transfers
ACD Integrations
  • Salesforce
  • Limelight
  • Custom Cloud APIs
  • AC2
  • Pipkins
  • Aspect
  • Orderlogix
  • OrderMotion
  • Any HTTP-based survey/VOC solution
Resources
DMG Benchmark Report

DMG’s worldwide survey talked to 169 enterprise, contact center, IT, operations, sales and marketing executives, managers and leaders in organizations of all sizes.
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Cloud Systems Adapt Quickly to Change

Geoff Mina, Connect First – As the CEO and founder of Connect First, a software company that services contact centers, I am excited (and a bit biased) about the mainstream adoption of cloud technology.
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ACD Solution Brief

The Connect First Inbound Call Routing Platform was designed to allow for total control over the flow of calls into the inbound contact center.
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Executive Guide To Cloud-Based Contact Centers

Contact centers are the primary customer touch point for companies of all sizes. It is the department that customers reach out to when they have a question, problem, or need to place an order.
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The Roi Of Agent Engagement

This report by Greg Levin, Founder of Off Center and call center industry expert, explains how inspired and empowered reps rock revenues and the customer experience.
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The Move To Cloud-Based Call Centers is Gaining Ground

While improving performance often comes with a price tag, using solutions found in the cloud is proving invaluable to companies looking for a better alternative to traditional call centers.
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