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

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.

Incredible Support for an Intricate Product

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.

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

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.

Best Customer Service Ever!!!!!!!

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.

My experience overall has been positive.

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.

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

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.

Easy to learn, reliable and great customer support.

It enables us to run our business reliable and confidently. Basically, it allows me as the CEO to sleep well at night.

Pros

I have used a few different cloud call center vendors over the years and there is no question Connect First is the most reliable and has the best customer support. I have heard horror stories about downtime from some of the publicly traded vendors that my colleagues have used.

Cons

The lack of a true omni-channel messaging solution, but I hear that is being released very soon. Right now, we have to use two different platforms for live chat and voice. I am looking forward to being able to use one platform for all of our communication channels.

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

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.

I have never had a solution that is so flexible and easy that actually works 100% all the time!

Pros

I like the access it allows the admin users to configure everything and how CF made it so easy for somebody even if they are not that technically inclined.

Cons

I love the software. It will be perfect if they have technical support on weekends that is available even if its for technical queries only. When testing / configuring something we usually do it on weekends when the call center is OFF and somebody with CF expertise will be a big help.