Gain total control over the call flow in your inbound call center with the Connect First Inbound Call Routing Platform. Key features such as skills-based call center agent selections, flexible scheduling and our proprietary QueueFlow routing engine ensure you can easily route calls to your exact specifications. Our completely self-service call center management platform allows you to easily manage and monitor your call center from anywhere in the world with just a browser and an Internet connection.
All inbound calls are received in one of our carrier-grade, tier-1 facilities. Call control is seamlessly passed from the switching hardware to the intelligence layer of the Connect First platform, capturing all configuration and preferences you set in the administrative application. Once the right call center agent is found, the Connect First system connects the agent via standard landline, softphone or SIP device.
The connected agent will receive a whisper message to signal the call type, while the Computer Telephony Integration (CTI) screen pop provides relevant scripting and caller information. Your call center agent is then equipped to properly handle the inbound phone call.
Key Connect First Inbound Features
DID (direct inbound dial), Toll-Free, or pure SIP (VoIP) termination – Connect First will work with you to determine the most cost-effective solution for call termination to our hosted call center management platform.
Skills-Based Call Center Agent Routing - Our hosted inbound call center allows your callers to quickly find the best qualified agent, or roll-over to available agents to reduce waiting times.
Flexible On-Hold Messaging - Provide easy listening or promotional messages, customized according to your campaign and your callers.
Call Recording - Record all inbound calls to ensure quality interactions.
Real Time Reverse Match – Provide your agents with the name and address of the caller before the call is connected.
Geo-Spatial Routing – Route all inbound calls according to the physical location of the caller.
DNIS Based Call Queues (Gates) - Configure routing rules according to DNIS, or multiple DNIS (dialed number information systems).
Exception Handling - Special conditions are easily handled, including No Agents, Too Many Calls In-Queue, Out of Hours (Closed), Throttling (caller called too many times), etc.
Direct Agent Dialing - Assign extensions to your agents for inbound callers to reach them directly.
DTMF (Touch Tone) Queue Events - Callers can easily enter touch-tone choices while sitting in the queue, such as voicemail, schedule a call-back, send to IVR, etc.
Third Party Transfers - Send calls to a third party DID or Toll-Free at any point within the lifecycle of the call.
Interactive Voice Response (IVR) - Requests that cannot be handled by the QueueFlow routing engine can be controlled with IVR for added functionality. Custom IVR applications can be developed quickly and easily.
CRM Integration - Our customized system can work with any variety of HTTP-enabled CRM packages. We will also work with you to customize a tightly integrated solution for your proprietary CRM or one that lacks HTTP support.
Custom Scripting - Dynamic, customized scripts can guide your agents through the entire call process, while you capture and store all data associated with the inbound call.
Real Time SOAP/Web Service Data Transfers - Need hosted call center data in real-time? The Connect First system will stream your data synchronously with any standard SOAP interface, instantly capturing that critical call data.
