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.
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.
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
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.
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.
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.
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.
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.
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
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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