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Connect First Call Center software

42 reviews(4.5/5)
42 reviews(4.5/5)

Connect First is a cloud-based contact center solution, which provides users various applications such as multi-channel contact management, automated call distribution (ACD), interactive voice response (IVR), computer telephony integration (CTI) and call center scripting and reporting that help them to manage their day-to-day business operations and routines.

Connect First's ACD technology allows the calls to be queued and automatically routed to the relevant resource, which helps users manage customer queries. The solution's IVR functionality allows users to design and automate the process of routing calls based on voice commands or inputs from the customers.

Connect First can be integrated with third-party customer relationship management (CRM) systems. After a call, the solution pulls information from the customer database, where the presence of a third-party CRM helps agents access specific data, allowing them to assist customers according to their requirements.

Services are offered on a monthly subscription basis that includes support via phone, email and other online resources.

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

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42 Reviews of Connect First Call Center

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  • Danixa from Ecco Outsourcing Group

    Number of employees: 201-500 employees

    September 2018

    Excellent Software

    Ease-of-use
    Functionality
    Quality
    Support
    N/A

    This is a user friendly system, you are able to have accurate reports and information about you representatives. You are able to download reports even from a month ago, which makes this a more valuable software.

    Pros

    Its really easy to use and set up, all of the reports that you run are really accurate and you can be able to see on different lists the campaigns that you are going to dial and you representative as well. You are able to see on real time the sales that you are completing and also the hours that your team has been logged in too.

    Cons

    I not sure i have found something that I dislike about this software.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    August 2018

    Connect First

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Easy to use, helpful implementation specialist, and on hand Support Team

    Cons

    Less mature telephony system compared to most, so bugs will be present.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Jeffrey from Centah Inc.

    Number of employees: 11-50 employees

    August 2018

    Best Customer Service Ever!!!!!!!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Ramon from Ecco Outsourcing Group

    Number of employees: 201-500 employees

    August 2018

    Ramon Corniel Review

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    my experience is very greatfully, because i easy to me to get any information that im looking for, also is very stable plataform.

    Pros

    The efficiency of all reports, the accurate date, the faster support, everything i recommended

    Cons

    the reports, the accurate date and the platform

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Derick from True Earth Health Products

    Number of employees: 51-200 employees

    August 2018

    Customer service goes a long way

    Ease-of-use
    Functionality
    Quality
    Support

    Connect First is an integral part of our business solution, and while there are occasional issues, as a software developer I appreciate their commitment to quickly resolving any challenges we experience that impact our business.

    Pros

    Connect First is supported by a quality team of customer service professionals, who have taken the time to help resolve each issue I have come across.

    Cons

    Transitioning from the previous report delivery service to the new one has been far from flawless.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Greg from Select Senior Insurance

    Number of employees: 11-50 employees

    July 2018

    Hardly ever had a problem and if I had a request for change it is done within 24 hours.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    outbound and inbound calling. the ability to creating scripting easily.

    Pros

    the ease of use and the stability of the software. The phone system has never stopped due to error since we have used it.

    Cons

    Sometimes I need a report for something and it wont have what I need, but if I talk to them they will make it happen.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra
  • Verified Reviewer

    Number of employees: 51-200 employees

    July 2018

    Connect First has been a great partner for our call routing needs for years.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Enhanced cloud routing capabilities

    Pros

    Connect First offers a ton of features to really get detailed in how you route your calls and who you route them to. In addition, the amount of reports you can run and look at is almost overwhelming because there are so many!

    Cons

    Sometimes trying to find the right data can be a little difficult because there are so many options and features. In addition, there will be bugs from time to time with destination changes not being saved or changing settings.

    This reviewer was invited by us to submit an honest review and offered a nominal incentive as a thank you.
    Review Source: Capterra

    Response: Connect First, Connect First

    July 2018

    Thanks for your response here. We really value what our customers have to say and appreciate you taking the time to write this review. We love hearing you're happy with the features and simple IVR builder as well as the reporting tools. We are constantly working to improve our platform so it runs as smoothly as possible for you and are working to fix bugs as they are found. If you have any other issues or have a question please feel free to reach out to our Tech Solutions team and they'd be happy to help you out. Thanks again for your review and have a great rest of your day. We appreciate you being a part of the Connect First family.

  • MIke from PhoneFusion

    Number of employees: 2-10 employees

    July 2018

    System uptime is very good. Customer support is pretty good at resolving the issue on the spot!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Integrated softphone
    HTML5 UI is very responsive

    Cons

    Extensive API with very little documentation.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Greg from Telesource Communications

    Number of employees: 11-50 employees

    July 2018

    Absolutely easy to implement and support

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Allowing our agents to worry more about the customer than how their systems or applications are performing is a incredible benefit.

    Pros

    The ease of setup and flexibility to change as my business needs change are the biggest pros that we have with the Connect first platform.

    Cons

    The lack of documentation for customization of specialized scripting or api interactions. We would really like to push the system to have it interface with our ticketing application. Having to manage two separate systems is not efficient.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Connect First, Connect First

    July 2018

    Hi Greg, Thanks so much for your response here. We care about your experience with our platform and value your feedback. We love hearing how your enjoying the ease of set up and flexibility. As far as documentation, we hear you and we're on it. We're currently in the process of building out full documentation for our platform and features. In the meantime, if you have questions about integrations please reach out to your CSM and we'll help get your questions answered. Thanks again for your response here and we appreciate you being a part of Connect First.

  • Morgan from GradGuard

    Number of employees: 11-50 employees

    July 2018

    Connecting First with Connect First

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    The ability to create a dashboard to see agent telemetry is elemental in an agency's success. The managers have the ability to quickly monitor and alert of items. The reports that Connect First creates are absolutely incredible.

    Cons

    The only thing that I dislike is the inability to mass-edit dispositions. Dispositions are the agent's choices for a call reason. It helps managers report on the types of calls they are receiving.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Stephan from MassDrive

    Number of employees: 51-200 employees

    July 2018

    Service is excellent. Multiple us platform that is very flexible.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Flexibility. Can do many different things from calls to reports. Strong system. customer support is very responsive if you have an issue.

    Cons

    Can lock up every now and then. Rare though. No real cons. It is one of the better soft phone systems I have worked with.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Layne from Ready Wireless

    Number of employees: 51-200 employees

    July 2018

    Connect First team is extremely client focused and repsonsive

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    enhanced our ability to manage call center

    Pros

    It's intuitive, easy to use and integrates call and chat channels well. It is entirely web-based so there are no concerns about installing a specific client and can be used from any location.

    Cons

    I'm waiting for a "report designer" for clients to design their own reports. The built-in reports are fairly comprehensive but I'd like to customize a few things.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Marshall from Path Forward

    Number of employees: 201-500 employees

    July 2018

    Connect First is a good application, but the best part is the people I get to work with.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Increased reliability, improved support, more flexibility.

    Pros

    Connect First is fairly user friendly and intuitive. Once you overcome some of the odd abbreviations for different items (Callback-Await-Queue state), it is easier to use. Agents are our "clients" and once they get used to Connect First, they really like it better than the previous system.

    Cons

    I think there are too many call states. I understand what CF is trying to do, but to expose every little state (often changing once you refresh) adds a little clutter. The reporting needs to be improved to make our other customer (Client Specialists) happy.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

  • Chris from United Way of Southern Kentucky

    Number of employees: 2-10 employees

    July 2018

    My experience overall has been positive.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    We are able to track the number of calls for reporting purposes on a weekly basis, review the incoming call audio for training purposes and monitor call types.

    Pros

    The customer service and tech support exceeds expectations. Connect First was able to identify necessary changes to firewall rules in order to ensure functionality of another platform could work in collaboration with Connect First's platform.

    Cons

    My understanding of software features and functionality is limited, more documentation or one on one tutorials might provide a better understanding and instill a greater appreciation for the software features and functionality.

    This review was submitted organically. No incentive was offered
    Review Source: Capterra

    Response: Connect First, Connect First

    July 2018

    Hi Chris, Thanks so much for taking the time to write a review of Connect First and your experience with our platform. We appreciate you taking the time out of your busy day to do this and value your feedback. We¿re glad to hear you¿re happy with the support you¿ve received through our Technical Operations team and we were able to find a fix to the firewall issue you were experiencing. It¿s also great to hear the call tracking and reporting features are valuable to you and your team. We hear you loud and clear on the need for documentation and good news ¿ it¿s in the works! A comprehensive guide to the ins-and-outs of the platform would undoubtedly be a helpful tool and we¿re working on gathering this information and packaging it in a way that¿s most useful to customers like you. In the meantime, feel free to reach out to your Customer Success Manager about any questions you have regarding how-to¿s, tools, or features on the platform.

  • Shelley from BSG Clearing Solutions/VoiceLog

    Number of employees: 51-200 employees

    June 2017

    We love the ease of use and the customer support that Connect First provides. Uptime has been 100%!

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    The ability to utilize an at-home agent base with all of the bells and whistles provided by an on premise ACD. Ease of use for the agents and admins has been wonderful. Uptime and customer service have been perfect. We get a high quality product that provides value to our services.

    Pros

    Both the agent UI and the admin UI are intuitive and user friendly. We consistently train new agents and the overall ease of use makes this software a breeze to train on. Agent and queue set-up are easy and the ability to clone makes the process go quickly. The admin dashboards are easy to customize and make real-time management of agent activity easy to stay on top of. Overall making supervisory and management more efficient.
    We couldn¿t ask for a better agent and admin experience.

    Cons

    The new reporting capabilities are fantastic and can be seriously customized. However, new report set-ups are more complicated and less intuitive than their previous reporting capabilities which were more user friendly but had limited customization capabilities.

    Review Source: Capterra

    Response: Connect First, Connect First

    March 2018

    Thank you Shelley for this wonderful review! We are honored to have customers like you and thank you for your business. Your customer satisfaction is our top priority - so that makes us happy to hear that you love our customer support and intuitive and user-friendly UI!

  • Jose from Capital valley tech

    June 2017

    very pleasant experience with the dialer and reporting

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    ease of use of dialer, you can configure a lot, pretty much everything. that helps make most automatic.

    Cons

    the reporting part is kind of confusing and unreliable at times, is not so intuitive and some reports are just too hard to figure out

    Review Source: Capterra

    Response: Connect First, Connect First

    December 2017

    Thank you Jose for taking the time to rate us. We are always looking to improve and deliver 100% customer satisfaction. Would you be willing to share more with us regarding your reporting needs so we can better serve you?

  • Katie from ZocaLoans

    Number of employees: 51-200 employees

    June 2017

    Overall gets the job done

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    It allows us to manage a large amount of call volume to our call center. It also allows for us to pull recorded calls for audit and quality control purposes.

    Pros

    The customer service has been great in helping us set up queues and other issues. We like the different recording options. There are many ways to search for recorded calls to help eliminate calls we don't need.

    Cons

    Setting up the queues can be challenging and not all calls are recorded and stored. When pulling calls, the site is not that easy to navigate.

    Review Source: Capterra

    Response: Connect First, Connect First

    December 2017

    Thank you Katie for taking the time to share your feedback. We are happy to hear you enjoy our customer service. As always, we are committed to providing 100% customer satisfaction and are always looking for ways to improve. Would you be willing to hop on a call with us so we can better support you in setting up queues and pulling calls?

  • Michael from CTI, LLC

    Number of employees: 51-200 employees

    June 2017

    Very dynamic software that allows us to provide excellent service to our accounts.

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    Immense amount of data that has allowed us to find areas of concern within our operation where we could improve our efficiency. Also, allows us to provide data to our customers as requested.

    Pros

    Excellent reporting capabilities. More data available than I could ever imagine needing for our use as well as our customers' needs. Very reliable.

    Cons

    User-generated report set up could be a bit more intuitive, but the excellent customer support from ConnectFirst has helped get me over any challenges I might face.

    Review Source: Capterra

    Response: Connect First, Connect First

    March 2018

    Thank you, Michael, for this great review. We¿re happy to hear that you¿re loving the reporting capabilities to improve your operational efficiency. If you need further support on user-generated reports, please reach out to your Customer Success Manager as they would be happy to help.

  • Noah from Suited Connector

    Number of employees: 51-200 employees

    June 2017

    I've had a pretty good experience with connect first

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money
    Pros

    Has a lot of good call center features. The IVR set up is good. I like the SOAP/HTTP options to send GET or POST calls with call center parameters. The survey set up is nice and can add custom HTML functionality. Connect First customer support it very good.

    Cons

    It's based in flash so the interface feels slow and old. The software randomly logs a user out and they have to log back in. Searching for records can be slow.

    Review Source: Capterra

  • Greg from Route2Cloud, LLC

    June 2017

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

    Ease-of-use
    Functionality
    Quality
    Support
    Value for Money

    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.

    Review Source: Capterra
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