Connect First offers an excellent interface. They are the best carrier for all types of businesses that are out there. I can't see any situation where I couldn't recommend Connect First as the optimal solution; there isn't a place where it wouldn't fit. The platform and technology are superior; no other company or solution comes close.

Ryan Mayer, Nutricap Labs

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 contact 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 contact center 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.

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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 contact 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 contact center agent is then equipped to properly handle the inbound phonecall.

Key Features

Call Recording Geo-Spatial Routing Custom Scripting
Skills-Based Agent Routing Flexible On-Hold Messaging Real Time Reverse Match
DTMF (Touch Tone) Queue Events Direct Agent Dialing Dynamic End-Call Dispositions
CRM Integration Exception Handling Third Party Transfers
DNIS Based Call Queues (Gates) Interactive Voice Response (IVR)
DID (direct inbound dial), Toll-Free, or pure SIP (VoIP) termination Real Time SOAP/Web Service Data Transfers
 

Case Study: Vadav

On a daily basis, Vadav Communications works with small to medium contact centers, offering "soup to nuts" solutions, according to Vince Volini, Managing Partner with Vadav Communications. The company serves as a consultant for the contact center and a reseller for key providers in this space, covering all aspects of IT. A primary focus for Vadav Communications is hosted ACD and hosted PBX, representing Connect First in client accounts.

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Solution Brief: Efficiently Manage Your Inbound Contact Center Operation

The Connect First Inbound Call Routing Platform was designed to allow for total control over the flow of calls into the inbound contact center. With key features such as flexible scheduling, skills-based agent selections, and Connect First's proprietary QueueFlow routing engine, inbound contact centers can route calls exactly to predetermined specifications.

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The Automated Call Distributor (ACD)

The Automated Call distributor or ACD, is the central command center or "brain" of any inbound contact center system. Almost all the other applications that comprise the contact center software "ecosystem" are in some way connected to or dependent upon the ACD. In fact, it can be argued that had the ACD never been invented the inbound contact center as we know it today could not exist.

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