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Case Study - CareerConnectLive

Keeping Up With Call Volume
 

Summary

 
3x  Call rate has tripled.
-25%  Average call time reduced from 10 to less than 7 minutes.
9.99999%  Highest uptime. "After a year in service, the system continues to be robust and extraordinarily stable."

Connect First was there during the honeymoon phase, but is still offering support nearly a year after the official launch date.
— Alex Levy, CareerConnectLive

CareerConnectLive
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CHALLENGE

To keep up with the call volume, CareerConnectLive initially brought in a large vendor, but with limited success. Unfortunately, after two years of tinkering with the system to get it running efficiently, it ultimately failed to meet the organization’s needs. CareerConnectLive even flew in representatives from the vendor to try to work out the kinks, but to no avail. What’s more, CareerConnectLive officials came to the realization that system’s high maintenance costs and lack of capabilities were resulting in lost revenue. Thus they began looking for a new platform.

As the search began, one of the CareerConnectLive employees mentioned that they had some experience with Connect First, a cloud communications company with a tight focus on reliability, performance and scalability. CareerConnectLive contacted Connect First and a few other vendors to conduct a side-by-side comparison. Connect First was the clear winner.

SOLUTION

CareerConnectLive was intrigued by the multitude of tools Connect First had to offer, including a comprehensive suite of contact center applications that are easy to set up and require no additional hardware. Today, CareerConnectLive continues to grow with Connect First, thanks to the flexibility and scalability of the Connect First cloud-based platform. Currently CareerConnectLive is using the Connect First Inbound ACD, Outbound Dialer, Cloud Routing, Interactive Voice Response and Live Agent Chat solutions, as well as the system's Reporting and Real Time Telemetry tools, thus enabling it to increase customer satisfaction and gain new operational efficiencies.

"What most companies don’t expect is that a system with so many options can be so easy to set up," said Levy. "But after the planning and the preparation, the downtime was minimal and the system was up and running within hours. The system's open APIs made it easy and reliable to integrate and we had a solid solution running in just 45 days."

RESULTS

Connect First's pricing was aggressive and far more competitive than other telephony vendors vying for CareerConnectLive’s business. According to Levy, Connect First’s pricing and support are "second to none." After nearly a year in service, the system continues to be robust and extraordinarily stable. CareerConnectLive also continues to customize the options available, which can be done easily via the system's Web–based administrative interface. "CareerConnectLive's dial rate has tripled since taking on Connect First and the reporting tools are significantly better in every way. List management has changed drastically, as have the answer rates. Call times have also improved, which is something that nearly every Connect First client will discover. It’s not unusual to see call times reduced from 10 minutes to less than seven minutes in most cases."

CareerConnectLive Network is focused on getting students in touch with higher education institutions that can put them on a career path providing them with a lifetime of rewarding experiences. Thanks in part to the Connect First system,these young rising stars can get the process started in a simple, efficient and productive manner.

 
  • Best pricing and support
  • Tripled dial rate
  • Easily customizable
  • Call times improved from 10 to less than 7 minutes
  • Easy set-up with minimal downtime