About Connect First

Connect First software is a call center management solution that can be deployed on the cloud and accessed by users via web browser. The software enables the management of all inbound and outbound call center activities.

Connect First presents agents with relevant scripts and caller information helping them to handle calls smoothly. Customizable scripts assist agents in resolving queries quickly and improving customer experience. First Connect's outbound solutions help users to generate relevant leads for calling agents, helping to improve the efficiency of the workforce. Connect First’s unique cloud routing technology optimally utilizes resources and manages increased call volumes by diverting calls to multiple call centers and also to home-based agents.

The software’s reporting solution offers a drag and drop interface and can produce hourly, daily and monthly reports. Users can drag and drop a particular feature into the dashboard to view the related charts. Reports can be prepared by agents, supervisors and managers, and showcased up to three at a time on a single dashboard. Reports can include agents call logs, leads converted and idle time. Different components can be added in a single report.

The software is available on a pay per agent basis and also offers login minute plans. Connect First is integrated with Salesforce and Limelight. Lee Enterprises, Route2cloud.com, a2b Fulfillment and Nutricap Labs are among Connect First's listed customers.

Key benefits of Connect First

  • Our software is not a collection of features. Instead we focus on a role-centric software stack that delivers a unique and user-friendly experience to ensure your team's success and help grow your business.

  • White Glove Service - We are the only white glove solution in the industry. From a sales team whose value is measured on your success, to a dedicated implementation team, and unlimited complimentary customer support. Every interaction is designed to make you and your team feel like you matter.

  • Enterprise grade architecture - no matter the size of your business. We are the only provider with 99.999% uptime SLA, unlimited scalability, and one-click integrations.

  • Customer-Centric - Our platform is designed to make your agents more productive and engaged, give your supervisors actionable visibility, and empower your admins with the control and flexibility they need so your business can deliver 100% satisfaction.

  • Connect First’s inbound call routing platform provides a QueueFlow routing engine which direct calls to the agents best able to deal with them (based on agents' skillsets).

  • The software allows users to monitor their call center operations from anywhere in the world, via an internet connection.

  • Connect First provides a complex IVR solution fully customized to the customer service goals of the company.

  • The software’s virtual dialer saves agents' time by automatically filtering out busy signals and answering machines.

  • The software provides a Connect First Safe feature to handle compliance and DNC regulatory issues.

  • Devices

    Business size

    S M L

    Markets

    Brazil, Canada, Mexico, United States

    Supported Languages

    English

    Images

    View statistics on total inbound calls and agent usage time
    View inbound traffic details
    View agent disposition reports
    Generate custom reports
    View up to three reports in a single screen using ConnectFirst's drag and drop interface
    Add different components to ad hoc reports
    View 7 more
    Connect First video
    Connect First screenshot: View statistics on total inbound calls and agent usage time Connect First screenshot: View inbound traffic details Connect First screenshot: View agent disposition reports Connect First screenshot: Generate custom reports Connect First screenshot: View up to three reports in a single screen using ConnectFirst's drag and drop interface Connect First screenshot: Add different components to ad hoc reports

    Features

    Total features of Connect First: 74

    • ACH Payment Processing
    • API
    • Activity Management
    • Activity Tracking
    • Ad hoc Reporting
    • Alerts / Escalation
    • Answering Machine Detection
    • Auto-Dialer
    • Auto-Responders
    • Automated Scheduling
    • Automatic Call Distribution
    • Automatic Lead Distribution
    • Blended Call Center
    • CRM
    • Call Center Management
    • Call Logging
    • Call Monitoring
    • Call Recording
    • Call Reporting
    • Call Routing
    • Call Scheduling
    • Call Scripting
    • Call Tracking
    • Call Transfer
    • Caller ID
    • Campaign Management
    • Campaign Specific Caller ID
    • Chat Transcript
    • Chat/Messaging
    • Compliance Management
    • Computer Telephony Integration
    • Customizable Branding
    • Customizable Questions
    • Customizable Reports
    • Customizable Templates
    • Drag & Drop
    • FCC Compliance
    • FTC Compliance
    • HIPAA Compliant
    • Historical Trend Analysis
    • IVR / Voice Recognition
    • Inbound Call Center
    • Interaction Tracking
    • Knowledge Base Management
    • Lead Management
    • List Management
    • Live Chat
    • Manual Dialer
    • Monitoring
    • Multi-Channel Communication
    • Multi-Channel Distribution
    • Multi-Channel Management
    • Multiple Scripts
    • Outbound Call Center
    • Phone Key Input
    • Predictive Dialer
    • Progressive Dialer
    • Project Templates
    • Queue Management
    • Real Time Analytics
    • Real Time Comparisons
    • Real Time Data
    • Real Time Monitoring
    • Real Time Notifications
    • Real Time Reporting
    • Real-Time Chat
    • Real-time Updates
    • Reporting/Analytics
    • Survey/Poll Management
    • Surveys & Feedback
    • Text to Speech
    • Third Party Integrations
    • Voice Customization
    • Voice Mail

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    Reviews

    Overall rating

    4,5 /5
    (52)
    Value for Money
    4,3/5
    Features
    4,2/5
    Ease of Use
    4,3/5
    Customer Support
    4,8/5

    Already have Connect First?

    Software buyers need your help! Product reviews help the rest of us make great decisions.

    Write a Review!
    Showing 5 reviews of 52
    Jeffrey B.
    Overall rating
    • Industry: Retail
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Best Customer Service Ever!!!!!!!

    Reviewed on 2018/08/24

    Connect First has been a strong partner of ours for over the past 4 years. As our business has...

    Connect First has been a strong partner of ours for over the past 4 years. As our business has grown, the platform has grown with us and we continue to see the CF team innovate to ensure that we have the best possible tool for our future. The Customer Service (Customer Success Managers) and Technical Support Desk (Customer Service) is the best I have ever experienced. I know the majority of the team on a first name basis, and when I call I get to speak to someone "live" without having to wait and without having to go through an obnoxious IVR selection. This company takes Customer Experience to the next level. Great leadership and support all around.

    Pros

    The software continues to evolve and adapt to different industry needs while providing a cloud based VoiP set-up for our business. We have worked with Connect First for the past 4 years and have seen continuous improvements both in design and functionality with the end users in mind.

    Cons

    There are a few elements that work differently with Connect First which sometimes is frustrating. The system has a lot of robust tools and options, functions and features but does require a proper set-up to take full advantage of the platforms value. There is nothing wrong with the way Connect First functions, its simply different which requires a bit of a learning curve to know what set-up needs to be created in order to get the outcome and performance you come to expect from the system.

    Carlos C.
    Overall rating
    • Industry: Telecommunications
    • Company size: 501-1 000 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 9.0 /10

    Good outbould dialer

    Reviewed on 2019/10/01

    it has been a good experience a few bumps during the implementation but it has been getting more...

    it has been a good experience a few bumps during the implementation but it has been getting more stable.

    Pros

    we acquired the ring central blended solution and its a very easy platform to configure, it's very intuitive and the management portal it's very stable and reliable.

    Cons

    shared username database amongst all their clients, lack of documentation of the product for those who like to learn on their own, integrations can take time.

    Chris M.
    Overall rating
    • Industry: Consumer Services
    • Company size: 51-200 Employees
    • Used Daily for 1-5 months
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 0.0 /10

    Good Support, Poor Product

    Reviewed on 2017/01/16

    Having used a variety of phone platforms in the past, I would have to say ConnectFirst has been one...

    Having used a variety of phone platforms in the past, I would have to say ConnectFirst has been one of the most frustrating. Doing the simplest of tasks is incredibly convoluted, non-intuitive , and needlessly complex. When the platform is working, it is great, it just takes far more work than it should to set up.

    Custom reporting is by far the most frustrating part of the system. There is virtually zero documentation to any part of the system and the metrics are often confusing, or inaccurate based on the database they're being pulled from. This is a problem that could easily be eliminated with good documentation.

    Fortunately, support is generally quick to respond and helpful, but the fact that I have to contact support so frequently is telling.

    Documentation is needed. Considering setup and management of the system is not intuitive, I would think documentation would be a priority, it is disappoint that it isn't.

    Pros

    I do not find any redeeming qualities in the software.

    Cons

    The custom reporting is severely lacking, to the point of ridiculous. It is not in real time, building anything requires comparing it with the live pre-built reports in the management platform just to make sure it is accurate.

    Using a platform that cannot do much in the way of bulk editing has wasted a lot of time.

    Live telemetry has a significant latency, stats are often reported inaccurately.

    Response from Connect First

    Thanks for your feedback, and thanks for being a customer!
    We're very sorry to hear you've been frustrated with our system. We've been working with our customers to identify areas of the system that could use improvement, with the result being a complete platform overhaul (keep an eye out for ANSEL: coming very soon!), with special attention paid to ease of use, intuitiveness, and logical grouping of settings and features. The release should make it to you within the next month or so, and will feature updated documentation, easier configuration, and faster performance overall.
    The release includes a bulk editing feature and updated reporting, and live telemetry (now a part of our highly customizable dashboard feature) has received a significant upgrade as well. We sincerely hope these changes address your needs; try out the new platform and let us know what you think! You can always reach us with your feedback and comments.
    -CS Team

    Greg C.
    Overall rating
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 10.0 /10

    There is nothing better than working with a forward thinking company that provides great...

    Reviewed on 2017/06/13

    Working with a forward thinking company like Connect First as an integrator allowed us to build our...

    Working with a forward thinking company like Connect First as an integrator allowed us to build our business utilizing their underlying technologies. The software allows us to manage multiple customers within the call center and lead management space.

    Pros

    Connect First has been a solid partner for us, providing our customers with an innovative diverse product suite. With our customers demanding more real time data, their open API offerings rise to the challenge to meet these demands.

    The new admin and agent UI are intuitive and allow for the customization of campaigns and security features allowing management to provide views and alerts of real time campaigns and data to the appropriate managers.

    List management is intuitive and allows for a good workforce management flow.

    The IVR and Scripting drag and drop solutions allows our customers to easily make real time changes to their solutions without generating additional customer service requests.

    Web service integrations are easy to setup and manage allowing us to pass the requested data to multiple endpoints.

    Easy configurations to manage all aspects of campaign, audio , email tfn , did and scheduled tasks.

    Tons of canned reporting, with the ability to customize and schedule ad hoc reporting to manage any business case.

    Cons

    CRM integration could be made more intuitive. Integration with some pre integrated a third party marketing apps would bring some additional value. Would like to see add ons for some AI and channel integration.

    Morgan T.
    Overall rating
    • Industry: Financial Services
    • Company size: 11-50 Employees
    • Used Daily for 2+ years
    • Review Source

    Overall rating

    • Value for Money
    • Ease of Use
    • Customer Support
    • Likelihood to recommend 8.0 /10

    Incredible Support for an Intricate Product

    Reviewed on 2018/10/24

    Overall the support and reporting data is what keeps me loyal to Connect First. They are an amazing...

    Overall the support and reporting data is what keeps me loyal to Connect First. They are an amazing company with wonderful employees.

    Pros

    Connect First's ability to create customized changeable experiences for customers by phone line is revolutionary. Emergency flooding that causes your company to shut down its phone lines? No problem. Remotely you can access their system and quickly change your greetings with the upload of a recording. You can change hours, messaging, hold times, etc. very easy.

    Connect First's dashboard feature is fantastic for agencies. You can create a real-time view of the amount of calls received by agent, amount in queue, and show flashing alerts for your team. As a manager it makes your job seamless because it provides a real-time view of how long your agents have been logged in as well as their status. This takes the burden of questioning work off of my hands.

    Cons

    While the reporting is abundant, it is all self-analyzed. You can download the data but will need to know how to interpret it. These files are extremely large, so it can be frustrating not being able to pick and choose your column values.

    Creating new agents and lines can be very cumbersome. It requires contacting support and one wrong switch can skew the entire process. A guided process or a functionality that allowed it to be "tested" would be fantastic. For example, if the user had not been switched to active on the main page, or if you answered questions in the beginning, it would be helpful.

    Showing 5 reviews of 52 Read all reviews

    Connect First FAQs

    Below are some frequently asked questions for Connect First.

    Connect First offers the following pricing plans:

    • Starting from:
    • Pricing model: Subscription
    • Free Trial: Available

    Omni-channel bundled pricing starting at $100 per seat.

    We do not have any information about Connect First features

    Connect First has the following typical customers:

    2-10, 11-50, 51-200, 201-500, 501-1 000, 1 001+

    Connect First supports the following languages:

    English

    Connect First supports the following devices:

    Connect First integrates with the following applications:

    Oracle Service, Salesforce Sales Cloud, Salesforce Service Cloud, SalesforceIQ, Zendesk, sticky.io

    Connect First offers the following support options:

    Email/Help Desk, FAQs/Forum, Knowledge Base, Phone Support, 24/7 (Live rep), Chat

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