The team at Connect First came from several Interactive Voice Response (IVR) companies. An over-simplification would be to say that the Connect First platform is a highly complex and tightly integrated IVR system. Our expertise goes back to the late 1980s, when the very first systems were being developed. Over this period we have learned as much as anyone about the proper ways to build IVR applications, streamline scripting and make sure nobody feels like they’ve been dropped into a Voicemail Jail.
In a market complete with the consumer bent on self-service, you can drive greater satisfaction and reduce costs with a powerful Interactive Voice Response (IVR) platform. Common questions and standard processes can easily be handled by a robust IVR solution, customized for your needs, or standardized for basic calling requirements.
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. When developing your unique experience, we’ll guide you on what should be available as a self-service option and what live operators should always handle.
Realizing a strong Return on Investment (ROI) can be a challenge in the hosted call center arena. Connect First Call Tracking allows you to capture vital statistics and call center metrics so you can maximize your advertising dollars and optimize your advertising and telemarketing strategies. Partner with Connect First and you can focus your efforts on flexible routing, scheduling and call delivery to enhance the flow of your inbound calls and call center quality assurance. Need more advanced call flow functionality? Our team of expert engineers can design a low cost IVR solution to meet your needs.
Key Inbound Call Tracking Features
Geographical Call Routing - Route your calls according to the physical location of the caller to best match proximity of the calling party to the location of the destination.
Call Recording - Record every call to ensure the highest quality contact levels and call center customer service.
Custom Audio/ Ring-Tones - Inbound callers are provided with dynamic pre-recorded messages for personalized promotions or ring-tones.
Real Time Reverse Match - Call center agents know the name and address of the caller before the live call is connected.
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.
Integrated Voicemail - When all call center agents are assisting callers, offer voicemail options to initiate call-backs and avoid waiting in the queue.
Real-Time Notifications - Missed calls or new voicemails can generate real-time notifications.
Dynamic QC/ CRM Surveys - Post-call surveys for tracking performance and customer experience are critical. Surveys capture valuable data to provide your Quality Control (QC) departments with the information necessary to review call recordings and capture statistics regarding the call.
