Name: First Contact SaaS
Price: 23.5 USD
Author: First Contact SAAS

Customer Engagement

Help Desk

Web and Video Conferencing

Customer Support

Functional Testing

Development

Business Intelligence (BI)

Collaboration

Contract Analysis

Enterprise Search

Enterprise

Accounting

CTRM

Financial Research

Financial Risk Management

Finance and Accounting

Applicant Tracking

Compensation Management

Corporate Learning Management

HR Management

On-Demand Payment

Payroll

Resume Parsing

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

3D Printers

3D Printing

API Design

Cloud Migration

Cloud Storage

Component Content Management

Configuration Management

Data Pipeline

Database DevOps

DevOps

Disk Cloning

Fraud Detection

Integration Platform as a Service (iPaaS)

Interoperability

M2M Application Development

Managed Public Cloud Infrastructure

Network Performance Monitoring

Product Implementation Services

Relational Database Management Systems

SaaS Backup

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Content Marketing

Data Management

Digital Experience Platforms (DXP)

Email Marketing

Location Intelligence

Marketing Attribution

Marketing Automation

Referral Marketing

Search Marketing Intelligence

Social Media Management

Social Media Publishing

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Intelligent Virtual Assistant

Sales Enablement

Sales Training

Sales

Data Loss Prevention

Security

Awards Management

Construction Accounting

Construction Takeoff and Estimating

Digital Forensics

Fleet Management

Hospital Management

Insurance Agency Management

Veterinary

Vertical-Specific

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First Contact SaaS is a software-as-a-service (SaaS) solution that aims to streamline customer relationship management (CRM) processes and enhance customer interactions. According to the vendor, this platform is suitable for small and medium-sized enterprises (SMEs), enterprise-level companies, and funded startups. Sales and marketing professionals, customer support teams, small business owners, e-commerce companies, and professional service providers across various industries reportedly rely on First Contact SaaS to optimize their CRM operations and potentially drive business growth.

## Key Features

**Bespoke Software Development**: The vendor offers the capability to design, develop, and deliver customized software solutions for SMEs, Enterprise, and Funded Startups. Using a range of Microsoft and Javascript technologies, the vendor claims to have a team of software developers with multiple awards.

**Product Development and SaaS**: First Contact SaaS enables the creation of robust custom SaaS products and applications for organizations of all sizes. The vendor provides dedicated cloud solutions for various product verticals, ensuring competitive pricing and complete code and IP ownership.

**Bespoke Business Applications**: Leveraging the Obelisk™ framework, First Contact SaaS delivers tailored web and mobile systems that reportedly accelerate business operations. The vendor claims to provide personalized solutions that cater to the unique requirements of each business, aiming to foster growth and efficiency.

**Software and Apps for Start-ups**: First Contact SaaS facilitates the rapid delivery of competitively priced custom SaaS products and applications using the Obelisk™ framework. The vendor claims to provide complete code and IP ownership, supporting start-ups and new ventures in achieving rapid growth and scalability.

**Software for Government and the Public Sector**: As an approved Crown Commercial Service supplier, First Contact SaaS offers secure and compliant software solutions for the UK government and the public sector. The vendor references multiple projects, including the Medicines & Healthcare Products Regulatory Agency (MHRA), to demonstrate their ability to meet government standards and requirements.

**Construction Communication**: First Contact SaaS aims to streamline communication and collaboration across construction projects by providing a centralized platform for real-time communication among project stakeholders. The vendor claims that this platform enables seamless sharing of project updates, documents, and messages among project managers, architects, engineers, contractors, and consultants.

**Project Management Tools**: First Contact SaaS provides comprehensive project management tools for planning, tracking, and monitoring construction projects. The vendor claims that users can create and manage project schedules, tasks, and milestones, assign responsibilities, and track progress. They also offer reporting and analytics features for effective project performance monitoring.

**Document Management**: First Contact SaaS offers a centralized document repository for storing and organizing project-related documents. The vendor claims to provide version control, document sharing, collaboration, and commenting features to facilitate effective communication among project stakeholders while ensuring document security and access control.

**Task Management**: First Contact SaaS enables efficient task creation, assignment, tracking, and completion for team members. According to the vendor, users can set priorities, deadlines, and receive automated notifications and reminders for upcoming tasks, enhancing productivity and accountability.

**Issue Tracking**: First Contact SaaS allows users to report and track project issues and defects, assigning them to responsible team members for resolution. The vendor states that this platform enables users to monitor issue status and progress, maintaining a history log of resolution activities for efficient problem-solving.

Basic

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

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Essentials

Select

Express

Premium

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First Contact SaaS

Contact center software allows companies to manage inbound and outbound communications channels at scale.

Contact Center

First Contact SAAS

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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First Contact SaaS

Overview

What is First Contact SaaS?