Drive greater customer satisfaction with self-service applications

In a market complete with the consumer bent on self-service, you can drive greater satisfaction and reduce costs with a powerful Interactive Voice Response (IVR) platform. Common questions and standard processes can easily be handled by a robust IVR solution either customized for your needs or standardized for basic calling requirements. We can provide you with a best practices approach to IVR, guiding callers according to predetermined options and call tones. For more complex IVR requirements, we offer full service IVR programming, allowing for the development of a complex IVR interface ensuring it matches your customer service goals. When developing your unique experience, we’ll guide you on what should be available as a self-service option and what live operators should always handle.

Our team came from several IVR companies. An over-simplification would be to say that our cloud platform is a highly complex and tightly integrated IVR system. Our expertise goes back to the late 1980s, when the very first systems were being developed. Over this period we have learned as much as anyone about the proper ways to build IVR applications, streamline scripting and making sure nobody feels like they’ve been dropped into a Voicemail Jail.  Our IVR technology is built in-house and is a functioning part of our cloud-based infrastructure ensuring that the IVR application integrates seamlessly with the entire cloud platform.

IVR Studio

IVR studio is a full featured, drag and drop IVR builder. It’s simple enough for anyone to use, with powerful coding features available to development experts to create even the most complex interactive IVRs. Our expertise, along with years of hands-on IVR creation, development, and management has helped guide the creation of IVR Studio – our state of the art, self-service, graphically based, IVR programming studio. From simple routing-trees to complex, real-time integrations, IVR Studio is Connect First’s latest offering for those who want to provide the best telephony solutions to their customers.

  • IVR-Studio-Screenshot

IVR Studio Features

  • HTML 5 interface
  • 100% Browser Based
  • Fully integrated with the Connect First platform
  • Zero Installation
  • Drag and Drop creation – Ease of Use
  • Fast Prototyping (create the framework first, then finish the complex parts)
  • Standard Undo/Redo
  • Speech Enabled
  • Scripting injection – allows programmers to achieve complex methods
  • Automated API consumption – connect the IVR to external data sources easily
  • Full Debug Output available – Quickly find any problems
  • Post call emails showing full path of a call, for error location
  • Simple call flow management
  • Robust integrations with 3rd party systems
  • Create complex business logic with custom JavaScript

IVR Platform 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
  • Call Tracking

Integrations

CRM
  • Salesforce
  • Limelight
WFM
  • AC2
  • Pipkins.
  • Aspect
Other
  • Orderlogix
  • Custom Cloud APIs
  • Any HTTP-based survey/VOC solution

Resources

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

True cloud-based vendors know how to implement their solutions remotely (or on-premise, when desired by a customer) and to perform integrations to other third-party cloud or premise-based applications.
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IVR Solution Brief

Call centers turn to cloud platforms to save money and enjoy greater functionality and benefits that are also available in a robust IVR platform.
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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.
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Improving Customer Experience With Ivr – June 2014

Whether you receive 200 calls per day or a million, a well-designed and up-to-date IVR can improve the effectiveness of your sales, service and collections departments.
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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 also the organization that reaches out to customers proactively, to build and enhance relationships.
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