The sales, support, and service after call with Connect First is impeccable and is unmatched in this industry. The bang for the buck on this one was pretty strong, and definitely stronger than the others we had considered. We definitely made the right decision.

Richard Brashear, Lee Enterprises
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The Connect First cloud communications solutions requires minimal upfront costs and delivers unlimited scalability, agility and flexibility so you can achieve your aggressive goals. Work directly with Connect First to build out a platform to support your in-house, work-at-home or location-based contact center agents so you can focus on core competencies and not the technology infrastructure.



Inbound ACD

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 agent selections, flexible scheduling and our proprietary QueueFlow routing engine ensure you can easily route calls to your exact specifications. Our 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.

Cloud Routing

With Connect First's Cloud Routing, you can easily manage spikes in your call volume, business continuity and load balancing. Cloud Routing helps you to effectively manage your call traffic through the use of multiple destinations where calls are distributed according to your preferences.

Dialer

Driving successful telemarketing and telesales activities demands the integration of market-leading cloud-based dialer technology. Connect First's cloud-based outbound solutions allow you to guide your leads through our dynamic loader. Once your agents log on, they can immediately begin connecting with live customers answering their calls. Our outbound dialer ensures you get all the benefits of the on-premise dialer, eliminating the delays, headaches and costs.

IVR

You can drive greater satisfaction and reduce costs with a powerful Interactive Voice Response (IVR) platform. Connect First can provide you with a best practices approach to IVR, guiding callers according to predetermined options and call tones. For more complex IVR, we'll work directly with your development team to ensure that it matches your customer service goals.

Live Agent Chat

Consumers today are searching for ways to connect through simple interactions. With Connect First OnQ Live Agent Chat, customers can easily interact with the cloud-base contact center through the website. Simply click on the chat option and the "caller" is put into the queue. The first available agent will take the "call" and interact with the customer, providing the necessary information or assistance.

Call Tracking

Realizing a strong ROI on contact center campaigns is always a challenge. Connect First Call Tracking allows you to capture vital statistics and contact center metrics so you can maximize your advertising dollars and telemarketing strategies. Need more advanced call flow functionality? Our team of expert engineers can design a low cost IVR solution to meet your needs.

Real Time Telemetry

The efficient and effective management of your contact center operations relies 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 call center quality assurance and customer service.

Reporting

Connect First's cloud contact center platform delivers hundreds of detailed "out of the box" reports, including inbound/outbound reports, agent reports, survey reports and more. These reports are invaluable for driving agent performance, as well as making timely business decisions based on changes in customer behavior. The system's report scheduler allows for recurring reports to run weekly, daily, hourly, etc.


 

a2b Fulfillment: Choosing the Hosted Solution

a2b Fulfillment is a Greensboro, Georgia-based 3rd party logistics firm that provides services such as warehousing, pick-pack-ship, order fulfillment and inbound call handling. The company's 180,000 square-foot facility is equipped with the latest distribution technology; additionally, their equipment and personnel allow them to tackle even the most complex of functions within their industry.

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Solution Brief: Disaster Recovery in the Cloud

Disasters cannot always be predicted, but they don't have to keep a business from conducting standard processes or completing business transactions. With the Connect First telephony infrastructure in the cloud, multiple geographically dispersed data centers and redundant entry points ensure the Connect First network is always available. Even if agents can't get to the physical contact center, a connection can be established from home or an alternate remote location. Connect First will seamlessly re-route call traffic to meet the requirements of the contact center.

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What All Organizations Need In A Hosted Contact Center Provider

In this tough economy, delivering superior customer service is essential to business survival. This is especially true in the United states where customer service is practically in our DNA: According to the 2011 American Express Global Customer Service Barometer which measures consumer attitudes toward customer service in ten countries, only India surpassed the US in terms of expectations for "flawless" customer service.

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