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    About 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.

    Data below provided by the vendor
    The Connect First platform is built in the cloud, providing companies with a contact center solution that is scalable, stable and will perform according to your and your customers’ expectations.
    • 99.99% Uptime 
    • Inbound, Outbound & Blended 
    • Scalable 
    • Customizable 
    • Tier 1 Carriers 
    • Agile Integrations
    Our cloud contact center solutions require minimal upfront costs, and delivers unlimited scalability, agility and flexibility so you can achieve your aggressive goals. Work directly with us to build out a solution to support your in-house, work-at-home or location-based agents, so you can focus on core competencies and strategic goals and not the technology infrastructure.

    Easy Setup
    • Browser-Based 
    • Works with any Softphone, IP phone or PBX 
    • 90 Second agent configuration
    Our key strength is service reliability. We are fanatical about how our systems and networks are designed, managed and maintained; thus we are able to support greater than 99.99% uptime year over year.

    We built our platform for the end-user. With limitless scalability for your organization and without traditional functional limitations to deal with, we enable you to grow how you need and when you need. Your agents will be up and running on our intuitive platform in minutes. Leverage our technology for your benefit and cost savings.

    Deployment Type

    • SaaS
    Features
    1. Dialer
    2. Inbound ACD
    3. TCPA Safe Dialer
    4. Customer Service
    5. Customer Service
    6. Agile Interactions
    7. Performance and Reliability
    8. Cloud Routing 
    Connectors
    • AC2, Pipkins, Any CRM, Kipany Scripting Platform
    Premium Consulting/Integration Services Available?
    • Yes
    Support Options
    • Phone
    • Email
    • Forum/Community
    • FAQ/Knowledgebase
    • Basecamp

    Pricing Information

     Entry-level setup fee of $2,000 per account
    Categories:  Contact Center,  VoIP

    Connect First Features

    Has featureDialer
    Has featureInbound ACD
    Has featureTCPA Safe Dialer
    Has featureCustomer Service
    Has featureAgile Integrations
    Has featurePerformance and Reliability
    Has featureCloud Routing

    Connect First Integrations

    Salesforce.com, AC2, Pipkins, Any CRM Product, Kipany Scripting platform, Salesforce

    Connect First Competitors

    NICE inContact CXone, Genesys PureConnect, Interactive Intelligence - I3, Five9 - Call Center Platform, In Contact - Call Center Platform

    Pricing

    • Has featureFree Trial Available?Yes
    • Has featureFree or Freemium Version Available?Yes
    • Has featurePremium Consulting/Integration Services Available?Yes
    • Entry-level set up fee?Required

    Connect First Customer Size Distribution

    Consumers
    0%
    Small Businesses (1-50 employees)
    45%
    Mid-Size Companies (51-500 employees)
    45%
    Enterprises (> 500 employees)
    10%

    Connect First Support Options

     Free VersionPaid Version
    Phone
    Email
    Forum/Community
    FAQ/Knowledgebase
    Basecamp

    Connect First Technical Details

    Deployment Types:On-premise, SaaS
    Operating Systems: Windows, Mac, Linux
    Mobile Application:No
    Supported Countries:All
    Supported Languages: English, French, Spanish