Connect First Call Center Software


 

Connect First is a Web-based contact center solution designed for companies of all sizes. It delivers multi-channel contact management, automated call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI), call center scripting and reporting within a suite.

The ACD technology allows the calls to be queued and automatically routed to the most appropriate resources to efficiently handle customer queries. IVR functionality allows users to design and automate the process of routing calls based on voice commands or inputs from customers.

Connect First can be integrated with third-party customer relationship management (CRM) software. With every call, the software pulls information from the customer database, where the presence of a third party CRM helps improve data availability to agents, allowing them to assist customers more efficiently.

 

Supported Operating System(s):
Windows 7, Windows Vista, Windows XP, Mac OS, Linux, HP-UX, AIX, Solaris, Unix, IBM OS/400, Web browser (OS agnostic), Windows 2000, Windows 8, Windows 10

8 Reviews of Connect First Call Center

Showing 1-8 of 8

 

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Jamie from Fortegra
Number of employees: 201-500 employees Employees number: 201-500 employees

February 2017

February 2017

Happy with Connect First

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have been very happy with Connect First, we have been working in it for just a little over a year now. There are a few things we could use, like productivity reports for agents as well as utilization/occupancy reports. We have spent a lot of time with our Account Manager trying to come up with a report and have had no luck. To me, these are standard call center reports that should be accessible in the reporting studio. I would like to commend the support staff, both technical and the Account Manager (Brice Hogan) as they certainly understand the call center business and work with a great sense of urgency!

Pros

Very easy to use, from a management/reporting perspective. I also enjoy working the such a high caliber of people AND I like the value that I am receiving with this product.

Cons

That I did not know the soft phone was separate and had to be purchased separately. I also understand this is going to change with the new release. I would also like to be included in future release details so we better understand what is in the works.

Advice to Others

n/a

Source: Capterra
 

Kenneth from CliniCallRN LLC
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

A Connect First Fan

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Where do I start... Our healthcare communications company has been using Connect First for seven years. We have tried all the others, but there is no other telephony system that even comes close to the Connect First platform. A complete solution for any program large, small, simple or complex. World class technology. World class customer support. World class people. Period.

Pros

The Connect First platform has infinitely configuration - but, yet, is very intuitive to use.

Cons

Get on the Salesforce Ap Exchange ASAP!

Advice to Others

Please keep focusing on innovation and customer experience as you have for the last 10 years. It sets you apart from everyone.

Source: Capterra
 

Connie from Empathia
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Excellent, friendly, reliable customer service.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

I have nothing but good things to say about Connect First. Right from the very start I felt like we were part of the family. The training, quality of their customer service and the resources available have been outstanding. It was quite challenging to learn the platform, but Connect First made it an easy transition and were always available to answer our questions & took the time to train us. Customer service is important to us and Connect First has surpassed our expectations.

Pros

Once you get the hang of it, it's pretty easy to maneuver around. Despite our unique needs, Connect First has been able to work with us to create exactly what we need. Reports are easy to run, and I really like the convenience of the audio library.

Cons

I only have one small thing that I don't like. Under the configure tab, Inbound, under the DNIS tab (whichever gate) the descriptions of the DNIS numbers don't carry over when you move them to another gate. So you have to keep typing the description. It gets a little confusing when you have many DNIS numbers & we rely on the descriptions of finding them.

Source: Capterra
 

Jeffrey from Centah Inc.
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Connect First- Great Prodcut and Absolutely the Best Customer Experience and Support in the Industry

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

Connect First is a cloud based telephony platform that has an open interface which works directly with my company's proprietary CRM. The system is user friendly, and the technical and customer support is first rate. I have had a few issues over the past year that we have been working in partnership with Connect First, and every time I call, I speak to a "live" representative from their support team, and I have never had to wait for service. They take immediate action on any issue that you raise, and you will get full support until it is resolved. I have nothing but great respect for their Customer Success Management and their Technical and Customer Support.

Emily, Joel, Blair, Andrew and my CSM Ryan M. are all top notch. These guys know their stuff.

Cheers!

Jeffrey Berris
Senior Manager, Call Center Operations

Pros

Its easy to use and set-up and they are constantly bettering the platform and evolving based on their customers needs. They have regular releases and are constantly looking to become thee Telephony platform and provider in the space.

Cons

Can't think of any. I would say that they are working on cutting edge technology enhancements which takes time to research and develop and test. I would say I am more impatient, then this is a limitation of the company.

Advice to Others

If you have someone familiar with any other telephony system, this is easy to use, has a good user interface and will meet small, medium and large size business needs.

Source: Capterra
 

Chris from United Health Response
Number of employees: 51-200 employees Employees number: 51-200 employees

January 2017

January 2017

Good Support, Poor Product

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
Functionality
Functionality
Product Quality
Quality
Value for Money
Value
Support

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.

Source: Capterra
 

gloria from Tahoe Call Center

May 2016

May 2016

Great Software, many capabilities, easy of use

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

This is a great software, the outstanding technical support makes the difference. I highly recommend Connect First.

Source: Capterra
 

Kristen from Keyword Connects

May 2016

May 2016

Great company, Great Product

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

Customer service is amazing and a great product! Easy to use and up time is excellent!

Source: Capterra
 

Lee from The Heller Group, Inc.

May 2016

May 2016

Top Notch Hosting System

Ease-of-use

Product Quality

Customer Support

Ease-of-use
Usability
Product Quality
Quality
Support

After ten years and four different dialer products, we now have Connect First. My management staff loves the reporting, ease of use, and rock solid uptime. My IT staff love the ease of list management, excellent support staff, and system flexibility. Connect First offers everything you could want in a dialer and at a fair price which senior management likes.

Source: Capterra