Too many vendors are selling all the sizzle and none of the steak. With Connect First, we got exactly what we were sold and we're very pleased with the results. Working with Connect First has been nothing short of a pleasure.

Scott Swanson, Synergixx

Consumers today demand fast, accurate and personalized customer service. They expect to never be greeted with a busy signal or have to wait indefinitely on hold to speak with a contact center agent. With Connect First’s Cloud Routing, you can easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents.

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This powerful load balancing solution allows you to manage your inbound call traffic in automated fashion, based on your own business rules. It also serves as powerful business continuity solution, in that calls are automatically re-routed to alternate centers in the event of a network outage. Particularly effective in managing direct response campaigns, Connect First’s Cloud Routing ensures calls are answered quickly, thus reducing abandonment rates and improving customer satisfaction.

Cloud Routing Types


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Simple Overflow

With sequential routing, the system sends calls to the lowest ranked call center until all of their agents are busy taking concurrent calls. When all of the agents in the lowest ranked call center are busy, the system starts sending calls to the second lowest ranked call center. The second center acts as an overflow center for the first. They only get calls when all of the first call center’s agents are concurrently busy.
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Round Robin

Distribute calls evenly between agents across multiple contact centers. The first call goes to the lowest ranked destination, the second to the next lowest ranked, etc until each destination gets a call. Then the system starts over again with the lowest ranked destination. If a destination cannot accept a call for some reason, the system simply skips that destination and moves on to the next.
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Geographic

Dynamically send your callers to the call center nearest them. The system reads the caller’s ANI, or 10 digit phone number. It converts the ANI to a zip code, and uses the geographic middle of the zip code as the caller’s location. It then looks to see if there is a destination within the specified distance of the geographic middle of that zip code. If so, it sends the call to that call center. If not, it sends the call to a default location.
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Percentage Allocation

With percent allocation, the system sends a percent of calls to each assigned destination. The percent allocation is accurate to within ½% over time.
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Call Count

If you know how many agents are available to you at any location, you can limit the number of concurrent calls to that center, allowing for a more efficient use of the platform. Maximum concurrent call count can be easily adjusted, and preset to change at different times of day.
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Time of Day

Send calls to the call centers with the best agents, based on time of day. If more agents are available at a center at particular times of the day, the Cloud Routing platform can be pre-configured to take advantage of the agents, and get your calls handled more quickly. If one of your call centers closes at night, the center can be automatically scheduled for daily removal or re-addition.
 

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: Cloud Routing to Optimize Distributed Agents

Connect First provides a unifi ed queue in the cloud which can be used by marketing agencies, Direct Response advertisers or any entity that requires effi cient distribution of inbound calls to multiple destinations and/or call centers. Connect First Cloud Routing helps ensure all customer calls can be handled effi ciently and effectively. Calls can be routed to multiple distributed contact centers or assigned to secondary queues such as IVR (Interactive Voice Response), or specialized ACD (Automated Call Distribution) skill groups.

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The Value of Cloud Routing
in Direct Response Campaigns

Nothing tests the performance of a contact center more than a direct response campaign. if the campaign is successful, the contact center will be flooded with inbound calls, chats and emails from eager prospects in response to a compelling call-to-action they just encountered on television, radio, Web, print and a variety of other media.

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