What is Connect First?
ACD - Gain total control over your inbound call flow with the Inbound Call Routing Platform. Key features such as skills-based agent selections, flexible scheduling, and our proprietary QueueFlow routing engine ensure you can easily route calls to follow your exact specifications. Our 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.
IVR - You can drive greater satisfaction and reduce costs with a powerful Interactive Voice Response (IVR) platform. We 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 they match your customer service goals.
Dialer - Our outbound dialer ensures you get all the benefits of the on-premise dialer, eliminating the delays, headaches, and costs. Once your agents log on, they can immediately begin connecting with live customers answering their calls. Our outbound dialer ensures you get all the benefits of the on-premise dialer, eliminating the delays, headaches and costs.
Cloud Routing - With our unique Cloud Routing functionality, you can easily manage spikes in your call volume, business continuity, and load balancing. Cloud Routing helps you to effectively manage your call traffic through the use of multiple destinations where, according to your preferences, calls are distributed.
SAFE Mode - If you need the ability to dial cell phone numbers without worrying about TCPA compliance, you can request to have a new account created that has no capacity for predictive/preview dialing. This account uses a new outbound architecture that does not have access to Predictive, Preview, or Power Dialing. List-loading and Campaign Management for this mode are almost identical to our normal preview dialer, but are completely separate from the original platform making it a safe application.
Reporting - Our platform delivers hundreds of detailed out of the box reports, including inbound/outbound reports, agent reports, survey reports, and more. These reports are invaluable for driving agent performance, as well as making timely business decisions based on changes in customer behavior. The system's report scheduler allows for recurring reports to run weekly, daily, hourly, etc.
Live Agent Chat - Consumers today are searching for ways to connect through simple interactions. With OnQ Live Agent Chat, customers can easily interact with the cloud-based contact center through the website. Simply click on the chat option and the caller is put into the queue. The first available agent will take the call and interact with the customer, providing the necessary information or assistance.
Real-Time Analytics - The efficient and effective management of your contact center operations rely on access to real-time streaming data. Design your strategies to enable your agents to respond instantly to client demands with informative and intuitive real-time statistics. Fully-integrated remote call monitoring and visual alerting ensures you achieve the highest possible level of call center quality assurance and customer service.
Call Tracking - Realizing a strong ROI on contact center campaigns is always a challenge. Call Tracking allows you to capture vital statistics and contact center metrics so you can maximize your advertising dollars and telemarketing strategies. Need more advanced call flow functionality? Our team of expert engineers can design a low cost IVR solution to meet your needs.