EXTENSION OF OUR VISION
STRATEGIC PARTNERS YOU CAN LEVERAGE
Just because they do it all, doesn’t mean they do it all well. We partner with a
variety of value-aligned providers to create multichannel solutions that are
tailored to our customers' needs. Here’s who we trust:
CUSTOMER RELATIONSHIP MANAGEMENT (CRM) PARTNERS
Modern contact centers can host a wide variety of communication channels, making a solid CRM an absolute necessity. Unify and manage your customer interactions with these CRMs we trust:
The ultimate all-in-one platform specifically built with the contact center user in mind.
The leading customer transaction and campaign management platform.
If you’re like some of our customers, you might need multiple channels to engage your users. Here’s a multichannel solution we partner with to give you the variety you need:
The multichannel engagement experts: Providing customer service applications for the mobile generation through advanced in-app communications.
WORKFORCE OPTIMIZATION (WFO)
Workforce optimization provides direct insight into agent performance through multiple forms of agent monitoring, coaching, and scoring — and it’s a vital element in any scalable contact center. Here’s who we partner with:
Coordinated Systems, Inc.
The authority in workforce optimization, offering a robust feature set and unshakable dedication to the customer experience.
The award-winning workforce optimization solution that turns data from customer interactions into action.
WORKFORCE MANAGEMENT (WFM)
Workforce management is critical to any mid- to large-size contact center. Staff and schedule your people effectively with these partners who we consider to be the embodiment of workforce organization:
The minds behind workforce management system ProScheduler, used for advanced schedule optimization and effective project planning.
The affordable, easy-to-use call center workforce optimization solution that includes workforce management, performance management, call recording, and quality assurance.
Employee retention can be a challenge in the contact center industry, but it doesn’t have to be. Leverage the power of interactive, metrics-based gamification to engage your employees — and retain them. Here’s who we partner with to get results:
The employee recognition and gamification wizards, offering award-winning solutions that engage your employees and expand your bottom line.
PBX & TELECOM
At Connect First, our specialty lies in providing users with the most stable, reliable, trustworthy cloud-based contact center platform on the market. We leave the data services, external PBX phone systems, and other telecom needs to the experts … experts who share our ‘it’s all about the customer’ philosophy. Check out our go-tos for PBX and telecom needs:
The bespoke telecom solutions provider with a pocketful of options, ready to help you choose, install, and manage the right services for your business needs.
The international telecommunications service provider that helps contact centers find the best carrier services at the most competitive prices.
The full-service contact center telecom provider dedicated to delivering contact rate increases, telecom cost reduction, and enhanced regulatory compliance.
CALL CENTER CONSULTANTS
So we’ve got you covered on the technology provider end, but you still need to deal with various people- and process-based challenges in your business. No problem. We partner with some of the best in the industry to provide our clients with resources that align with our customer-centric values:
CH Consulting Group
The creativity- and productivity-focused professionals network, providing high-level consulting services that will set you up for success across an array of services.
The call center outsourcing experts that have spent thousands of hours vetting and analyzing the strengths and specializations of industry-leading cloud software companies, call centers, and BPO providers.
COMPLIANCE ASSISTANCE TOOLS
PCI and HIPAA compliance are non-negotiable in most modern contact centers. Our carefully vetted partners are top-of-the-line when it comes to specific compliance needs:
Velocity Payment System
One of the fastest-growing payment processors in the United States, serving more than 140,000 merchants, Velocity meets the strict technical, financial, and security standards of the U.S. Federal Government.
The HIPPA- and PCI-compliant desktop-as-a-service business that brings the power of cloud computing to the desktop by enabling end-users to securely access applications and data from any device, anytime, anywhere.
Connect First believes in giving back, and we truly enjoy serving our many non-profit organizations throughout the world. In order to better serve these clients, we’ve partnered with a not-for-profit technology provider offering a useful humanitarian service:
The creators of CommunityOS®, a platform that integrates an ever-expanding network of humanitarians and change leaders, connecting those in need with nonprofit resources.
SPEECH RECOGNITION AND VOICE ANALYTICS
Voice analytics can go so much farther than just analyzing key words. In the modern contact center, the ability to automate this process (in scale and in natural language and semantics) is invaluable. Here’s who we trust with speech recognition and voice analytics:
The leading provider of cloud-based speech analytics that’s affordable and easy to use when optimizing agent-customer interactions across your contact center.
Are you one of those contact center owners or managers who prefer to leverage individual partners to source multiple technologies even beyond the contact center itself? We can help you out with that, too. Master agents allow you to shop around and find the right tools to help solve your business needs. Here’s who we recommend:
The internationally recognized (award-winning!) master agent service distributes business IT and telecom services, specializing in cloud, contact center, and mobility solutions.
As you well know, contact centers traditionally face challenges when it comes to employee retention. Minimize turnover and strengthen your employee retention rates with more effective training. We partner with the training software experts at Hickory:
The knowledge retention gurus known for training customer service teams faster while retaining information longer. Hickory drives conversion and improves customer satisfaction by making sure your employees learn and retain the information most critical to their jobs.