Real-Time data ensures instant  response

The efficient and effective management of your contact center operations rely on access to real-time streaming data. Design your strategies to enable your agents to respond instantly to client demands with informative and intuitive real-time statistics. Fully-integrated remote call monitoring and visual alerting ensures you achieve the highest possible level of contact center quality assurance and customer service. The cloud real-time analytics engine enables unsurpassed remote monitoring for real-time data capture.

Remote Monitoring

Inbound

Gain a snapshot view of all inbound queues to quickly assess the number of calls in the queue, the maximum hold time, and the number of call center agents currently available to handle inbound phone calls.

Outbound

Clear visibility is enabled of all call center agents working any telemarketing campaign. Current data performance is broken down by call result categories.

Agent

Quickly monitor the state of all logged on agents, gaining information on current log on session, calls handled, work time, RNAs, and more. Phone monitoring sessions and real-time chat are easily initiated.

Cloud Routing

Actively monitor spikes in your campaign and gain clear visibility so you can know when to scale up or scale down.

Chat Queue

View all of the chat queues to quickly assess the number of “callers” in the queue, available agents, wait time and more.

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

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.
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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.
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Real-Time Analytics Solution Brief

Efficient and effective management of a call center is predicated upon access to real time accurate analytics. This data needs to be easy to understand, intelligently laid out and, most of all, accurate. The Connect First Real-Time Analytics engine was built to meet these needs.
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Building An Excellent Relationship With Your Cloud-Based Contact Center Infrastructure Vendor

Traditional on-premise support best practices are not effective in the cloud world. The emphasis is no longer on how quickly a vendor can respond and fix a problem, but rather on keeping the platform up and running without any service degradations or disruptions.
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Why You Should Take Your Outbound Contact Center To The Cloud

Whether calls are made for fund-raising purposes, telemarketing or sales calls, an outbound contact center is the one-stop shop to connecting companies to their constituents or customers. There are perks for on-premise and off-premise solutions, but an increasingly large number of companies are going virtual for their outbound contact centers and choosing a SaaS, cloud-based service.
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