Make strong ROI a reality with call tracking

Realizing a strong ROI can be a challenge in the contact center arena. Call Tracking allows you to capture vital statistics and call center metrics so you can maximize your advertising dollars and optimize your advertising and telemarketing strategies. Partner with us and you can focus your efforts on flexible routing, scheduling, and call delivery to enhance the flow of your inbound calls and call center quality assurance. Need more advanced call flow functionality? Our team of expert engineers can design a low cost IVR solution to meet your needs.

Call tracking is a system that allows business to gain intelligence about their calls and callers.  Call Tracking is typically used to make informed decisions about advertising and marketing campaigns. Our cloud platform receives the inbound calls into one of its redundant, carrier grade, Tier 1 facilities. Call control is then passed from the switching hardware to the Cloud Routing and tracking layer. Critical information about the call is captured in the call tracking system before it is passed along to a pre-configured route. A web-based tool is used to configure each number that is captured. Configurations include geographical routing, after hours routing, as well as messages to play to callers. When a call comes in on any phone number in the system the application servers ‘read the rules’ and forwards the call.

Features

  • Geographic Call Routing
  • Call Recording
  • Custom Audio
  • Custom Ring Tones
  • Real-Time Reverse Match
  • Real-Time SOAP/Web Service Data Transfers
  • Integrated Voicemails
  • Real-Time Notifications
  • IVR

Integrations

CRM

  • Salesforce
  • Limelight

WFM

  • AC2
  • Pipkins
  • Aspect

Other

  • Orderlogix
  • OrderMotion
  • Any HTTP-based survey/VOC solution
  • Custom Cloud APIs

Resources

DMG’s 2013-2014 Cloud-Based Contact Center Infrastructure Guide

The experienced cloud-based vendors know how to keep their platforms up and running without unexpected downtime and service disruptions, or the need to take their solutions down to make application upgrades. This is just a partial list of capabilities expected from effective cloud-based contact center infrastructure vendors.
Read more –

IVR Solution Brief

Live agents play an important role in the cloud call center, providing a quality interaction for the customer. For instance, where standard information is needed or the customer is calling during the off-hours, IVR can be a powerful tool.
Read more –

Cultural Alignment Delivers Best-Level Service: A Q&A With Ceo, Geoff Mina

Connect First is widely known for its award-winning cloud contact center solutions. Equally impressive to its clients, though, is the company’s exceptional focus on customer care, which CEO Geoff Mina attributes largely to a strong company culture based on empowerment, mutual respect, fun and creativity.
Read more –

The ROI of Agent Engagement

This infographic includes: findings from recent studies reinforcing the critical need for engaged agents in the contact center and seven surefire ways to elevate agent engagement.
Read more –

Call Tracking Solution Brief

Call tracking is a system that allows businesses to gain intelligence about their calls and callers and is typically used to make informed decisions about advertising and marketing campaigns. Connect First can provide a set of numbers to a client or transfer existing numbers into the network.
Read more –

The U.S. Contact Center Decision-Makers’ Guide

The “US Contact Center Decision-Makers’ Guide (2013 – 6th edition)” is the major annual report studying the performance, operations, technology and HR aspects of US contact center operations.
Read more –