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.
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.
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.
|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.Read Case Study
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.Read Solution Brief
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.Read White Paper