Connect First Call Center Software


 

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.

 

Connect First Call Center - Outbound dialer
 
  • Connect First Call Center - Outbound dialer
    Outbound dialer
  • Connect First Call Center - Reporting studio
    Reporting studio
  • Connect First Call Center - IVR
    IVR
  • Connect First Call Center - Chat UI
    Chat UI
  • Connect First Call Center - Preview dial
    Preview dial
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

35 Reviews of Connect First Call Center

Showing 1-20 of 35

 

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July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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.

Review Source: Capterra
 

Greg from Telesource Communications
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Absolutely easy to implement and support

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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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.

Review Source: Capterra
 

Morgan from GradGuard
Number of employees: 11-50 employees Employees number: 11-50 employees

July 2018

July 2018

Connecting First with Connect First

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Quality
Value for Money
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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.

Review Source: Capterra
 

Stephan from MassDrive
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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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.

Review Source: Capterra
 

Layne from Ready Wireless
Number of employees: 51-200 employees Employees number: 51-200 employees

July 2018

July 2018

Connect First team is extremely client focused and repsonsive

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Support

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.

Review Source: Capterra
 

Marshall from Path Forward
Number of employees: 201-500 employees Employees number: 201-500 employees

July 2018

July 2018

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Support

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.

Review Source: Capterra
 

Chris from United Way of Southern Kentucky
Number of employees: 2-10 employees Employees number: 2-10 employees

July 2018

July 2018

My experience overall has been positive.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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.

Review Source: Capterra

  Response: Connect First, Connect First

Date: July 2018

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 Employees number: 51-200 employees

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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

Date: March 2018

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

June 2017

very pleasant experience with the dialer and reporting

Ease-of-use

Functionality

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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

Date: December 2017

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 Employees number: 51-200 employees

June 2017

June 2017

Overall gets the job done

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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Support

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

Date: December 2017

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 Employees number: 51-200 employees

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

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

Date: March 2018

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 Employees number: 51-200 employees

June 2017

June 2017

I've had a pretty good experience with connect first

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
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Support

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
 

Gee Jay from SixEleven Global Services
Number of employees: 501-1,000 employees Employees number: 501-1,000 employees

June 2017

June 2017

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

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Quality
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Support
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.

Review Source: Capterra

  Response: Connect First, Connect First

Date: March 2018

March 2018

 

Gee Jay, thanks so much for the glowing review. We too love when things work as they should!

Thanks for you feedback on tech support on weekends, while we do our best to get back to customers as soon as possible (usually under two minutes during normal business hours!) we understand it¿d be great to be able to reach someone on weekends too. We¿ll keep this important feedback in mind.

Thanks again for the great review and please reach out if there¿s anything else we can do to help!

 

Elisa from EF Coleman & Associates

June 2017

June 2017

robust cloud routing and reporting tools

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
Usability
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Product Quality
Quality
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Support
Pros

Reporting and export tools are easy to use. The technical support team is top notch . The account team is very responsive.

Cons

Process to customize a report or export with added selects is more involved that I would like. Request system email updates and notifications are duplicated.

Review Source: Capterra
 

Mark from Simpro Solutions
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

I have worked with multiple systems in the past. This is by far the worst.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

Time to find a new ACD supplier.

Cons

- Weak, confusing and what seems like inaccurate reporting.
- Significant down time, with no real diagnosis by Connect First.
- Customer Service and Account Management with no sense of urgency and limited product knowledge.
- AHT is not accurate, with Hold apparently mixed into talk time? Sad as we use this to plan staffing needs.
- Seems to have been designed by engineers that had little understanding of the call center world.

Review Source: Capterra
 

Eric from JetSpring
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Easy to learn, reliable and great customer support.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

Ease-of-use
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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.

Review Source: Capterra

  Response: Connect First, Connect First

Date: March 2018

March 2018

 

Hi Eric, we¿re so happy to hear that you¿re loving your experience with Connect First and it allows you to sleep better at night knowing your contact center needs are taken care of. (We really value our sleep too!) You¿re right, we are continuously updating and improving our platform and are working towards a true omni-channel experience.

Have you experienced our latest chat functionality? Our full-service live chat software solution gives you instant access to customers via mobile chat (SMS and MMS) and web chat.

 

Felipe from BIZ TELECOM Solutions LLC
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

Professional. Exceeded expectations.

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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Streamlined operations and integration. Great data visibility. Overall just a perfect fit.

Pros

Very feature rich Enterprise package. Extensive APIs. Intuitive. Easy to use. State of the art. Top in the industry.

Review Source: Capterra

  Response: Connect First, Connect First

Date: March 2018

March 2018

 

Hi Felipe, thanks for this awesome review. We love it when things are a perfect fit. If you need any additional support please reach out to your Customer Success contact and we look forward to growing our relationship with you!

 

Katherine from a2b fulfillment
Number of employees: 51-200 employees Employees number: 51-200 employees

June 2017

June 2017

Overall great system

Ease-of-use

Functionality

Product Quality

Customer Support

Value for Money

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

The customer service is great, the system always is working with little downtime. It is easy to get clients set up.

Cons

The new adhock reporting is cumbersome, not super easy to use. Using the IVR studio in Chrome, sometimes does not allow you to unconnect two items.

Review Source: Capterra

  Response: Connect First, Connect First

Date: March 2018

March 2018

 

Hi Katherine, thanks so much for your review and feedback.

We¿re sorry you¿re finding the reporting studio cumbersome. We¿re continuously working to update and improve our software¿s functionality and have made significant updates to this area.

Hopefully you¿re finding the reporting process smoother and intuitive, but if not and you¿d like further support please reach out to a member of our Customer Success team and we¿ll be happy to assist you to try and make this aspect a bit easier.

 

Keith from New Vitality
Number of employees: 11-50 employees Employees number: 11-50 employees

June 2017

June 2017

We have been using Connect First for years and it's great!

Ease-of-use

Functionality

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Pros

The design and layout make the platform very easy to use. It also has a wide array of reporting tools at your disposal.

Cons

The platform can be buggy at times and crash or have trouble loading. In addition while there is a lot of reporting, there is still more that could be created,

Review Source: Capterra
 
 
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