Connect First Call Center Software

Connect First a contact center solution that cares

Connect First has been an absolute joy to work with. As a call center looking to bring our system and applications up to date with the latest technologies, we've tried multiple cloud contact center platforms. Connect First is the first one that has truly seemed interested in our success as much as their own. Any issues are dealt with immediately. Their support agents are quick to respond(even after hours) as well as clear and concise. Due to the nature of our business we do things that many other companies do not. Connect First has been quick to implement changes and upgrades, provide new reporting and develop new APIs to meet our needs. No matter the situation to this point, Connect First has risen to the occasion. From their support staff to their CEO, Connect First is here whenever we need them.

Pros

The interface is crisp, clean and fast. The tools provided for customization is intuitive and simple to use. In addition, their support staff is quick to respond and invested in dealing with any issues that arise.

Cons

Access to data is slightly limited by a replication process. Because of this, real time data is limited. API documentation also needs a lot of work.

Fresh and original

Pros

As a lover of all sorts of innovations, I can say that the application was pleased with the functionality and availability. In a multitasking environment, the platform helps our employees avoid misunderstandings between the manager and the client. Connect First allows you to customize reporting, route incoming calls and save customer history.

Cons

We use the platform for only one month. During this time, no significant deficiencies were found. All the disadvantages are more than offset by the undoubted advantages of the application.

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.

Easy to setup, easy to use

Pros

Easy to use
Intuitive interface
Crips design

Cons

Too much "white space"
Widget options are limited

Excellent Software

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.

Connect First

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.

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.

Ramon Corniel Review

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

Customer service goes a long way

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.

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

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.

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.

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

Pros

Integrated softphone
HTML5 UI is very responsive

Cons

Extensive API with very little documentation.

Absolutely easy to implement and support

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.

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

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.

Connect First team is extremely client focused and repsonsive

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.

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

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.

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.

very pleasant experience with the dialer and reporting

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

Overall gets the job done

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.